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Manage end-to-end major incident and problem management processes, coordinating cross-functional response teams, stakeholder communications, root-cause analysis, post-incident reviews, corrective actions, reporting, and governance. Improve ITSM processes and reduce mean time to resolution through effective procedures, data analysis, ServiceNow capabilities, automation, and predictive or AI-powered tools. Lead communications during high-impact incidents and ensure sustainable service restoration and prevention of recurrence.

Leads enterprise IT problem and major incident management, including incident classification, stakeholder communication, root cause analysis, post-incident reviews, corrective actions, governance reporting, and Problem Advisory Board meetings. Coordinates technology teams, vendors, and business stakeholders during critical events, drives permanent resolutions, improves ITSM processes, and supports ServiceNow, CMDB, CSDM, predictive analytics, and AI-powered incident management initiatives.

Lead the enterprise Service Management Office to define governance, strategy, and execution of ITIL-based Incident, Problem, and Change Management. Drive operational resilience, ServiceNow optimization, automation, analytics/AIOps adoption, and cross-functional coordination. Build high-performing teams, deliver executive reporting and continuous improvement to improve MTTR, availability, and service quality.

Supports New York Life’s organic social media program through social copywriting, proofreading, short-form video production, content calendar management, publishing, social listening, community management, reporting, and stakeholder coordination. The role monitors trends and sentiment, escalates reputation issues, translates performance insights into recommendations, and experiments with formats and metadata for AI-powered content discovery. A portfolio demonstrating social content, writing, or video experience is required.

Reviews medical records, ECGs, and laboratory results to assess mortality and morbidity risks for life insurance applicants. Provides consultative support to underwriters, develops medical underwriting guidelines, assigns risk categories, and teaches underwriters about medical impairments. May contribute to regulatory and compliance projects, workflow automation, AI, and predictive analytics. Requires a medical degree, U.S. licensure, and at least three years of clinical experience.

Leads a team of 12–15+ national account managers and service associates delivering service to large group-benefits clients. Oversees service quality, productivity, client and broker relationships, escalations, staffing, talent development, budgets, and continuous improvement. Partners cross-functionally on client-services transformation, administrative-platform enhancements, and client-facing technology initiatives while ensuring alignment with service levels, KPIs, and organizational goals.

Serves as the liaison between business and technology teams, eliciting and documenting requirements, analyzing processes and application impacts, mapping data, and defining functional and system specifications. Manages backlog refinement and user story lifecycles in Agile environments using JIRA and Confluence. Supports solution validation, testing, troubleshooting, project delivery, API integrations, process improvement, and enterprise initiatives involving life insurance products, master data, and application modernization.

Supports end-to-end learning program operations, including calendars, enrollment, communications, materials, records, events, and learner support. Uses AI platforms, automation, and digital tools to streamline workflows and improve learning experiences. Tracks participation, completion, feedback, and engagement metrics while developing reports and dashboards. Identifies trends, recommends process improvements, maintains operational resources, and partners with the L&D team to standardize and scale effective practices.

Provides advanced administrative support to a senior finance executive, managing complex calendars, meetings, travel, expenses, communications, follow-ups, deadlines, and special projects. Requires discretion, sound judgment, excellent organization and communication, adaptability, and the ability to anticipate needs and resolve atypical issues independently in a fast-paced corporate environment.

Maintains file rooms and warehouses, retrieves and scans claim documents, uploads records, manages email boxes, files paper documents, prepares electronic claim files, reports production metrics, performs Excel data entry, and supports administrative teams. The role requires attention to detail, organization, physical handling of files and boxes, and the ability to work independently or collaboratively in a hybrid environment.