Location Designation: Hybrid - 3 days per week
We are seeking a highly analytical and detail-oriented Production Support Senior Associate to support a large portfolio of critical digital capabilities and platforms within New York Life's Field Experience (FX) value stream. This role sits in the centralized, horizontal Cross FX Enablement function within the Production Support Center of Excellence that partners with Product, BA, UAT, Engineering, Tech Production Support Team and the Help Desk to ensure release readiness, rapid incident resolution & communication, and a strong feedback loop from production back to product backlogs.
You will run day-to-day queue review of production tickets to ensure on time resolution, track known defect backlogs through releases and hypercare, escalate readiness and training gaps, participate in knowledge transfer prior to releases, and represent the voice of the our agents in prioritization discussions. You will also help draft clear business communications for high-priority incidents and convert trends into actionable insights for BA/POs.
Pay Transparency Salary Range: $100,000-$143,000 Overtime eligible: Exempt Discretionary bonus eligible: Yes Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Company Overview
At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact. Our diverse business portfolio creates opportunities to make a difference across industries and communities-inviting bold thinking, collaborative problem-solving, and purpose-driven innovation.
Here, you'll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress. As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what's next, and your growth powers it.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.
Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Commitment to Inclusion
At New York Life, fostering an inclusive workplace is fundamental to who we are and how we serve our communities. We have a longstanding commitment to creating an environment where individuals can contribute their best and succeed together. This foundation is rooted in our core values of humanity and integrity, ensuring that every employee feels valued and supported.
By embracing a broad range of perspectives and experiences, we achieve greater success and fulfill our promise of providing financial security and peace of mind to families across all communities.
Click here to learn more about New York Life's leadership in this space.
Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We are proud that due to our mutuality, we operate in the best interests of our policy owners.
To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities.
Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients and employees' needs.
Job Requisition ID: 93339