Top Operations & Support Jobs in New York City, NY

Leads a team of absence claims managers administering short-term disability, statutory, and paid family medical leave processes. Oversees performance, quality, compliance, coaching, escalation management, client partnerships, metrics, and continuous improvement. The role develops team talent, addresses operational challenges, maintains service levels, and drives consistent claims experiences across clients and products.

Manages an assigned long-term disability claims caseload by evaluating eligibility, reviewing medical and contractual information, calculating benefits, developing case plans, and making timely claim decisions. Communicates with customers, employers, physicians, attorneys, and vocational rehabilitation counselors to clarify information and facilitate return-to-work outcomes. Maintains customer service standards, compliance requirements, performance guarantees, documentation, and claim-processing timelines.

Provides onsite administrative and operational support for a New York Life general office. Responsibilities include assisting management, serving agents and visitors, handling phones and mail, coordinating payments and expenses, supporting facility needs, troubleshooting local network issues, onboarding new agents, managing reports and meetings, and handling candidate fingerprinting. The role requires strong communication, organization, customer service, office administration, and Microsoft Office skills.

Paid 10-week summer internship supporting investment services and market data operations. Responsibilities include reconciliations, exception investigation, reporting, data analysis, project tracking, process improvement, vendor agreement management, stakeholder meeting support, and business documentation. Interns gain exposure to investment operations, market data, vendor management, and asset management while developing analytical, communication, and problem-solving skills.

Leads production application support for the Field Experience portfolio, ensuring stability, service continuity, and high-quality user experiences. Oversees ITSM processes, vendors, support teams, SLAs, operational reviews, dashboards, incident response, root-cause analysis, and corrective actions. Uses observability tools to proactively monitor application and platform health, drives automation, and incorporates AI-assisted operations into support workflows. Coordinates cross-functional teams and communicates technical issues and business impact to technology and business leaders.

Lead deep discovery and documentation of end-to-end life insurance policy administration processes. Conduct interviews and workshops with SMEs, produce process maps and artifacts, analyze complexity and risks, identify simplification opportunities, and support modernization, migration, and system replacement efforts while collaborating with product, engineering, QA, and delivery teams.

Leads enterprise continuous improvement across complex business functions by coaching senior leaders, assessing CI maturity, deploying strategy, embedding performance systems, and delivering measurable value gains. Designs and scales CI methodologies, facilitates cross-functional forums, mentors improvement practitioners, and aligns initiatives with financial outcomes and enterprise priorities.

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.