CVP, Solution Support Admin Manager

Location Designation: Hybrid - 3 days per week 

As part of New York Life Direct, you'll join a team revolutionizing the life insurance experience for AARP members. We're the industry leader in direct-to-consumer life insurance, offering streamlined coverage directly to individuals, bypassing traditional agent models. Your work will directly impact lives by making life insurance accessible, affordable, and understandable for millions of Americans.

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

Role Overview:

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday, and Thursday. 

Enhance the culture of the Solution Support team by fostering a reliability-focused mindset, continuous improvement, collaboration, enterprise awareness, and transparency. 

Guide careers through mentorship, coaching, career path development, and training. Perform career counseling and personal development. 

Recognize and reward staff through communication of accomplishments and participation in defining and administering compensation, benefits, and promotions. 

Manage staff via planning, staffing, onboarding, offboarding, performance evaluation, and administrative functions. Provide performance feedback, corrective actions, and ensure alignment with team objectives. 

Facilitate collaboration and cross-team communication, ensuring coordination between the Solution Support team, development teams, and enterprise IT groups (infrastructure, security, and architecture). 

Ensure workload balance, monitoring and adjusting distribution across operational, project, and innovation work to maintain sustainable performance. 

Drive incident management, ensuring effective response, post-mortem analysis, and long-term corrective action implementation. 

Support business continuity by ensuring applications are resilient, backed up, and recoverable in case of failures. 

Promote automation and innovation to improve system performance, reduce effort, and streamline routine tasks. 

Ensure compliance with security, data privacy, and organizational policies, proactively mitigating operational risks. 

Continuously assist in aligning teams to the broader IT and business strategy, ensuring application stability, scalability, and business alignment. 

What You’ll Do:

• Develop, motivate, and direct staff to create a strong team-oriented environment. 

• Enable staff to fulfill project objectives and operational commitments. 

• Drive the successful administration of technical solutions, aligned with business and IT strategy. 

• Facilitate Agile methodologies, ensuring smooth execution of Agile ceremonies. 

• Collaborate with business stakeholders to understand needs, priorities, and pain points. 

• Communicate system changes, upcoming maintenance, and issue resolution updates to business users. 

• Monitor and report on performance metrics ensuring adherence to reliability targets. 

• Act as an escalation point for application incidents, ensuring timely resolution and coordination with necessary teams. 

• Engage in service improvement initiatives, including process optimization and automation. 

• Help support Agile milestones and roadmaps in partnership with Product Owners. 

• Oversee incident response processes, ensuring prompt resolution and structured post-mortem evaluations. 

• Manage vendor relationships, ensuring effective collaboration and service delivery. 

• Align teams to system and business mission and vision, ensuring business objectives are met. 

What you'll bring:

• Strong leadership in mentorship, performance management, and career development. 

• Proven ability to manage a collaborative, cross-functional team within an Agile environment. 

• Deep understanding of reliability principles, including incident response, root cause analysis, and performance metrics (SLAs, SLOs, SLIs). 

• Strong technical background with familiarity in automation, monitoring, and application support methodologies. 

• Experience balancing operational workload and project initiatives. 

• Excellent verbal and written communication skills, with the ability to engage both technical and non-technical audiences. 

• Ability to analyze and mitigate risks, ensuring compliance with security, data privacy, and business regulations. 

• Strong problem-solving and decision-making skills to proactively address system issues and process inefficiencies. 

• Bachelor's degree in Computer Science, Business Administration, Finance, or equivalent work experience. 

• 5+ years of experience in IT operations, software support, or reliability-focused roles. 

• Experience managing incident response, performance monitoring, and system reliability initiatives. 

• Familiarity with Agile development methods, CI/CD pipelines, and automation tools. 

• Demonstrated ability to collaborate with senior business and technology stakeholders. 

• Prior experience in the financial services or insurance industry is strongly preferred. 

This position primarily involves a hybrid work schedule - working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. 

#LI-KH1
#LI-HYBRID 
 

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Pay Transparency

Salary Range:  $115,000-$150,000 

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.

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 Diversity Promise

We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.

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're 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.

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Job Requisition ID: 91468