Corporate Vice President, Strategy & Planning - Service Operations Delivery Lead

Location Designation: Fully Remote
Location: There is a preference for candidates located within a commutable distance of our Philadelphia, PA or Bethlehem, PA offices, where key team members are based.
Role Overview:
The Corporate Vice President (CVP), Service Operations Delivery Lead is accountable for the execution and delivery of approved initiatives across the GBS Service Operations division, ensuring initiatives move from approval to successful implementation and user adoption. This role is accountable for translating strategic priorities into actionable initiatives, aligning work across all initiatives including technology and portfolio-funded efforts, and ensuring disciplined execution that delivers measurable business outcomes. This leader oversees the Experience Owner (EO) function and team, and partners closely with Senior Experience Owners (Sr. EOs), Operations leaders, and shared services to ensure strategy, planning, delivery, and adoption operate as a single, integrated continuum.
This role partners closely with both the Business and Technology, with a scope of driving divisional strategic priorities across people, process, data, technology, and operating model changes. The CVP serves as a trusted advisor to leadership, helping shape strategy, manage priorities, and ensure execution stays focused on what matters most.
What You'll Do:
Strategy, Planning & Enterprise Alignment

• Translate Service Operations and GBS strategic priorities into clear initiatives, milestones, success measures, and KPIs.
• Lead and coordinate all major initiatives across the GBS Service Operations division, including but not limited to portfolio-funded, technology-enabled, and business-led efforts.
• Support the overall intake, prioritization, and ongoing refinement of strategic initiatives-ensuring focus, sequencing, and capacity alignment.
• Monitor progress and outcomes across initiatives, providing transparent reporting on performance, risks, and interdependencies.
• Support and help drive transformation initiatives such as digitization, data & analytics, AI enablement, operating model evolution, and new capability development.
• Act as a trusted advisor to senior leaders by framing strategic options, trade-offs, and recommendations.

Leadership & Team Oversight (Experience Owners)

• Lead and mentor a centralized team of Experience Owners (EOs) who partner with business and technology teams to drive planning, delivery, and adoption.
• Clarify and reinforce EO and Sr. EO roles, with EOs straddling both planning and delivery and Sr. EOs accountable for sustained adoption and outcomes within functional areas.
• Maintain dotted-line oversight of Sr. EOs to ensure alignment, shared accountability, and consistent use of planning rhythms, tools, and success metrics.
• Foster a culture of enterprise thinking, collaboration, transparency, and continuous improvement.

Execution, Delivery & Business-Technology Integration

• Drive initiatives from concept through execution by establishing clear ownership, readiness plans, and success criteria.
• Coordinate delivery across business, technology, and shared services, ensuring dependencies, sequencing, and milestones are aligned and actively managed.
• Serve as a key connector between strategy, execution, and technology enablement, ensuring technology work is driven by business priorities and fully integrated into business workflows and operating models.
• Partner with Operations leaders, IT Program and Portfolio Managers, and shared services to ensure process, data, reporting, training, and communications readiness.
• Facilitate and support Agile planning and delivery rhythms (e.g., PI Planning, readiness checkpoints) where applicable, without limiting scope to technology initiatives.
• Track delivery effectiveness and business outcomes, including adoption, value realization, and operational impact.
• Lead post-implementation reviews and hypercare activities, incorporating lessons learned into future planning and delivery cycles.

Governance, Change & Communication

• Provide oversight of change management and adoption strategies for priority initiatives
• Ensure communications, training, and stakeholder engagement plans are coordinated and executed effectively.
• Develop and deliver executive-level materials, including strategy updates, performance dashboards, risk insights, and recommendations.
• Build and maintain strong relationships across lines of business, shared services, and external partners.
• Champion a culture of continuous improvement, innovation, and accountability.

What You'll Bring:

• Bachelor's degree in Business, Management, or related field; advanced degree preferred.
• 10+ years of experience in strategy, operations leadership, enterprise planning, or large-scale initiative execution within financial services or insurance.
• Proven ability to lead complex, cross-functional initiatives spanning business and technology.
• Strong experience translating strategy into execution with measurable outcomes.
• Familiarity with Agile delivery environments and portfolio governance; Agile certification preferred but not required.
• Exceptional facilitation, prioritization, and stakeholder management skills.
• Strong executive communication and storytelling capability.
• Experience or exposure to problem-solving and continuous improvement methodologies (e.g., Six Sigma, Lean, or similar) preferred.

Core Competencies

• Enterprise Strategy & Planning: Connects vision to executable priorities.
• Strategic Execution: Drives disciplined delivery across diverse initiatives.
• Business & Technology Partnership: Leverages technology as an enabler, not the driver.
• Operational Readiness & Adoption: Ensures change delivers real results.
• Leadership & Influence: Builds trust and alignment across senior stakeholders.
• Continuous Improvement: Uses insight and feedback to refine strategy and execution.
• Structured Problem Solving: Applies continuous improvement and root-cause methodologies to complex, cross-functional challenges.

Pay Transparency
Salary Range: $115,000-$165,000
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 hereto 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'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.
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: 93471