Description and Requirements
Role Value Proposition:
We are seeking a highly skilled and motivated individual to lead our Technology Experience Team as the Assistant Vice President. This role reports directly to the Vice President of End User Technology. As the AVP for Technology Experience, you will lead a team that is responsible for providing technology support to C-level executives, extended leadership, and their immediate teams. You and your team will deliver high-tech, high-touch services to our stakeholders, ensuring they have an elevated and seamless technology experience. In this role, you will be responsible for ensuring responsiveness, accessibility, and efficient resolution of technology-related issues. You and your team will collaborate with other technology support teams to maintain a consistent and reliable experience for all stakeholders. In addition, you will be accountable for identifying opportunities to expand support services to additional stakeholders and business units, improving and documenting processes to enhance service delivery and efficiency.
Key Responsibilities:

• Leadership and Team Management:
• Lead and inspire a team of technology support specialists, instilling a sense of urgency and dedication to providing prompt and efficient resolutions.
• Cultivate a cohesive team environment that fosters a one-team concept, where we collaborate, share knowledge, and provide proactive problem-solving to meet the urgent needs of our stakeholders.

• White-Glove Technical Support:
• Demonstrate a relentless commitment to accessibility and responsiveness, ensuring that our stakeholders receive timely, high-quality technology support both in office and remote.
• Prioritize urgent technology issues and incidents, swiftly identifying and implementing solutions.

• Process Enhancement and Documentation:
• Identify and bridge existing process gaps within the Technology Experience Team, with a focus on streamlining workflows to deliver faster resolutions.
• Ensure comprehensive documentation of processes, enabling the team to respond rapidly and consistently to stakeholder needs.

• Cross-Training and Skill Development:
  • Establish a robust cross-training program to enhance the team's expertise and enable them to handle a broader scope of technology issues.
  • Empower team members to develop specialized skills while ensuring they can effectively collaborate to address diverse challenges.

• Stakeholder Expansion and Effective Communication:
  • Proactively explore opportunities to expand technology support services to additional stakeholders and business units, addressing their urgent technology requirements.
  • Serve as a poised communicator, delivering clear and concise messages to stakeholders and teams.

• Collaboration with Extended Technology Teams:
  • Work closely with our extended partners to align support strategies and enhance the overall technology experience for all stakeholders.
  • Leverage resources from the extended team to provide elevated services and rapid response times.

• Continuous Improvement:
  • Monitor key performance indicators and metrics related to technology support, identifying areas for improvement to elevate our responsiveness and efficiency.
  • Implement real-time feedback mechanisms to ensure ongoing excellence in accessibility and responsiveness.

Essential Business Experience and Technical Skills:

• Bachelor's degree in a relevant field (Computer Science, Information Technology, Business Management, etc.) or equivalent experience.
• Strong technical acumen and the ability to troubleshoot and resolve complex technical issues efficiently.
• Proven experience in leading and managing technology support teams, with a track record of delivering urgent and high-quality services.
• Excellent leadership and communication skills, with the ability to inspire and motivate a team to act with a sense of urgency.
• Demonstrated experience in process improvement and documentation, focusing on responsiveness and efficiency.
• A customer-centric approach with a keen focus on delivering an exceptional technology experience, promptly addressing stakeholder needs.
• Familiarity with modern IT tools, software, and service management platforms.
• Strong organizational and project management skills.
• Previous experience in supporting executive-level stakeholders is a plus.

Join our team and take on the exciting challenge of leading our Technology Experience Team to deliver top-notch, responsive support to our Executive Leadership Team and beyond. Help us shape an efficient, effective, and consistently accessible technology experience for all stakeholders while driving innovation and continuous improvement in our services. By prioritizing cross-training and skill development, you will empower our team to handle a broader scope of technology challenges, enhancing our ability to provide high-tech, high-touch services to all stakeholders.
If you are passionate about technology, leadership, and elevating user experiences with a sense of urgency while fostering skill development, we would love to hear from you.
The wage range for applicants for this position is $154K to $206K. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.
At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
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