Director, Regional Success Architecture - Agentforce (Bellevue)

Your Impact The successful candidate will be independent, self‑motivated, proactive, results‑oriented, capable of quickly championing change, and influential. You will provide a high level of customer satisfaction through the delivery of exceptional customer success services. You will lead a team of professionals through a high‑growth period that requires adaptability and comfort with changing circumstances. Responsibilities Build, lead, and develop a world‑class team of Success Architects in AMER. Manage individual contributors effectively, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals. Resource and organize teams effectively to drive customer outcomes across all segments. Create a vibrant, inclusive culture that inspires people to do their best work and aligns with Salesforce Core Values. Find, hire, and retain the best technical and customer‑facing talent in the region. Create an environment of stronger employee engagement through regular connects including 1:1s and office hours. Demonstrate better‑together leadership that works together with peer leaders to achieve the best outcomes. Secure psychological safety everywhere. Lead the Success Architect team to drive Customer Success through proactive guidance, outcome focused goals, and operational rigor. Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and outcome achievement. Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions. Ensure the team KPIs are met or exceeded across global Architect standards. Exemplify a positive customer experience through effective communication in every interaction with the customer. Receive and manage customer complaints and elevate to appropriate personnel or team ensuring successful and timely resolution. Drive customer adoption of Agentforce capabilities, including coaching your team members on Agentforce Customer Journey key milestones that they need to influence. Ensure customers launch Agentforce into production, adopt it widely, and gain continuous business value. Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities. Build meaningful and lasting relationships with key stakeholders and establish long‑term executive relationships. Take a hands‑on approach to personally create customer wins, references, and case studies. Lead Success Architects to deliver proactive success planning and strategic guidance with a consultative approach. Work with Support, Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience. Represent the voice of the customer to stakeholders across the organization, including ensuring team contribution to formal product feedback loop process. Understand success and implementation services best practices and contribute across teams to continuously improve these practices. Execute company policies that affect operations and may have company‑wide impact. Drive the team to effectively align with changes in a timely manner. Inspire continuous improvement in service delivery according to business objectives. Demonstrate excellent communication, presentation, and negotiation skills at all organizational levels, including C‑level. Required Qualifications & Skills 10 years in consulting/professional services, customer success, or related customer‑facing roles, handling complex issues for enterprise customers. 5 years at management level, with proven ability to lead and develop high‑performing teams. Experience managing teams of 15 individual contributors in enterprise‑scale organizations. Cloud/SaaS software environment experience, preferably supporting global or regional customers. Proven track record of driving both operational excellence and strategic customer outcomes. Understanding of regional business dynamics and cultural nuances. Technical & business acumen. Deep understanding of customer service and success best practices. Ability to balance tactical execution with strategic thinking. Experience with Agentforce, CRM, or similar enterprise software platforms preferred. Passion for technology and innovation. Strong analytical skills with ability to drive decisions based on data and metrics. Excellent communication, presentation, and negotiation skills at all organizational levels, including C‑level. Ability to influence and build relationships across global teams and cultures. Other Requirements BA/BS Degree in technical, business, or related field (or equivalent relevant experience). Proven ability to work effectively in a matrixed, global organization. What Makes This Role Unique This is an exciting leadership position at the forefront of Salesforce’s focus on driving Agentforce success and adoption. You’ll lead a highly technical and consultative team supporting customers across the entire Agentforce lifecycle. You will join a team of enthusiastic and passionate leaders and individual contributors who are motivated to help customers find value with their Agentforce solution. Benefits & Compensation In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. The typical base salary range for this position is $171,200 - $273,000 annually. Equal Employment Opportunity Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All employees and prospective employees will be assessed on the basis of merit, competence, and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey and applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Accommodations If you need a reasonable accommodation during the application or recruiting process, please submit a request. J-18808-Ljbffr

Primary Care Physician(Lakeland, Florida Full-time) IMA (Lakeland)

Job Description Summary We are excited to announce an excellent employment opportunity for a Physician to join our team at the South Lakeland office. As a Physician, you will perform routine clinical care for our patients. Your warm and welcoming demeanor puts patients at ease throughout their visit by conducting examinations, assessing symptoms, prescribing medications, and providing treatment. Conduct routine check-ups to assess patients' health conditions. Conduct examinations of patients with illnesses. Intake and update the patient's medical history. Order, perform, and interpret diagnostic tests. You thrive in our fast-paced and people-driven environment and enjoy helping our patients both in person and over the phone. Your passion for caring for others will positively impact the health and wellness of the patients we serve. Plus, you feel great about the part you play in helping our doctors and staff provide excellent care. Key Responsibilities Interviews, examines and diagnoses patients during clinic visits. Orders appropriate diagnostic tests, interprets results, and communicates appropriate treatment options to patients. May refer patient to medical specialist or another practitioner when necessary. Reviews and maintains patients' records and medical histories in timely fashion and records patients' progress. May perform minor surgical procedures such as wound care, suturing, joint aspirations and injections and administering immunizations. Prescribes pharmaceuticals, other medications, and treatment regimens to treat identified and documented medical conditions. Discusses potential side effects of medication/treatment with patients and ensures that all allergy information is up-to-date before prescribing. Provides education and counseling to patients and their families that may improve their health or help to treat the health issue they are experiencing. Accurately records correct healthcare diagnoses to ensure correct billing. Stays current on the latest medical research, practices and procedures impacting clinical care. Adheres to departmental policies, procedures and objectives, ongoing quality improvement objectives and safety, environmental and infection control standards. Maintains patient confidentiality and complies with all HIPAA, federal and state health information privacy laws. Completes administrative assignments as requested by Medical Director and partners with providers within practice to ensure a collaborative environment. Actively participates in monthly provider team meetings and performance reviews with Medical Director. Requirements Current Florida License (Full or ACN) or ability to obtain one BLS certification EMR experience Primary Care Physician practice experience Experience managing Medicare Advantage patients or Value-Based Care Preferred Athena experience Board Eligible/Board Certified in Family Practice or Internal Medicine Fully bilingual (English/Spanish) About IMA Medical Group IMA Medical Group is a visionary and dynamic company focused on high-quality primary care services, with doctors and professionals dedicated to the health and well-being of the elderly. With more than 20 locations throughout Central Florida, we reiterate our commitment to providing quality medical care and an exceptional experience on each visit. That is the peace of mind and convenience that our patients deserve. What We Offer Health, Dental, and Vision Insurance 401(K) Retirement Plan Voluntary Short & Long-Term Disability Employer-Paid Life Insurance Accrued Paid Time Off, Floating Holidays, and Paid Major Holidays Employee Assistance Program (EAP) Equal Opportunity Employer IMA Medical Group is an Equal Opportunity Employer (EOE) and we comply with all federal, state, and local anti-discrimination laws, regulations, and ordinances. IMA Medical Group participates in E-Verify, as required by the Florida Medicaid program. IMA Medical Group maintains a drug-free workplace in accordance with applicable Federal and State laws. J-18808-Ljbffr

Associate Director, Global Sales Analytics Engineering - Business Decision Intelligence (Vernon Hills)

We Are The People Who Give Possibilities Purpose Job Description BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. Role Summary The Associate Director, Global Sales Analytics Engineering Lead is the senior people leader responsible for the strategy, delivery, and continuous evolution of the commercial analytics semantic layer and business intelligence engineering function. This role owns the enterprise vision for how commercial sales data is modeled, governed, and consumed by business users globally—and builds the team, operating model, and platform capabilities required to deliver governed, scalable, and trusted analytics at scale. A defining priority for this role is leading the transformation of the commercial analytics function from reactive, dashboard-centric reporting to a proactive, AI‑ready analytics model, where governed data products, predictive signals, and intelligent alerting replace static reports as the primary vehicle for commercial insight delivery. This leader will champion the architectural and cultural shift required to move the organization from answering yesterday’s questions to anticipating tomorrow’s decisions. Key Responsibilities Team Leadership & Organizational Development Lead, manage, and develop a high‑performing team of Analytics Analysts (JG3–JG5) and senior individual contributors across semantic layer engineering and BI development disciplines. Set clear performance expectations, provide ongoing coaching and feedback, and conduct formal performance and development reviews for all direct reports. Own team hiring, onboarding, and workforce planning in partnership with HR and analytics leadership, ensuring the team has the skills and capacity to deliver on the roadmap. Build a team culture of technical excellence, accountability, stakeholder orientation, and continuous improvement. Represent the analytics engineering function on the commercial analytics leadership team, contributing to cross‑functional strategy, prioritization, and organizational decisions. Enterprise Semantic Layer Strategy & Governance Define and own the enterprise semantic layer strategy for commercial sales analytics—establishing the long‑term vision for how business metrics, dimensions, and hierarchies are governed and consumed globally. Set the direction for semantic layer architecture across tooling platforms, ensuring scalability, consistency, and alignment to enterprise data governance and access control standards. Serve as the ultimate authority on semantic layer design trade‑offs, resolving escalated conflicts between business metric definitions and physical data model constraints. Partner with Commercial Data Product Strategy to co‑own the enterprise business glossary, metric registry, and commercial KPI framework. Lead cross‑functional governance forums to align commercial stakeholders, data engineering, and enterprise architecture teams on metric definitions, calculation methodologies, and data lineage. Global Self‑Service Analytics Operating Model Own the global self‑service analytics operating model—defining the standards, tooling, enablement programmes, and governance processes that allow commercial users across all Regions and Business Units to access governed insights independently. Define self‑service maturity frameworks, adoption KPIs, and investment priorities, using data to demonstrate business value and guide platform decisions. Champion data literacy across the commercial organization through executive‑level enablement programmes, community of practice initiatives, and structured user education. Drive the elimination of bespoke reporting by leading the design of modular, reusable analytics asset libraries that accelerate insight delivery at scale. Analytics Platform & BI Engineering Excellence Lead the evaluation, selection, and adoption of semantic layer, BI, and analytics platform capabilities in partnership with IT, Data Engineering, and enterprise architecture teams. Establish and enforce BI development standards, design systems, component libraries, and UX/UI principles that ensure consistent, high‑quality analytics experiences across the commercial organization. Ensure all semantic layer assets and BI deliverables meet data governance, privacy, access control, and regulatory compliance requirements. Drive continuous improvement of platform performance, semantic layer health, and report reliability through structured operational reviews and engineering best practices. Agentic AI Development & Training Define and drive the enterprise strategy for agentic AI integration within the commercial analytics platform, establishing the vision for how AI agents consume, generate, and augment governed semantic layer assets. Lead the architecture and governance of AI training data programmes, ensuring commercial analytics outputs used for model development meet quality, lineage, and compliance standards. Partner with Decision Science & AI and enterprise architecture teams to define reference architectures for agentic AI workflows embedded in commercial reporting, forecasting, and decision intelligence use cases. Establish enterprise‑wide standards for prompt engineering, AI output validation, and human‑in‑the‑loop governance across commercial analytics agentic workflows. Represent the analytics function in senior cross‑functional forums on AI platform strategy, contributing to investment decisions, risk governance, and responsible AI frameworks. Mentor JG3 and JG4 analysts in agentic AI development and training practices, fostering a culture of responsible, governed AI adoption within the commercial analytics team. Track and assess the maturity of agentic AI capabilities across the commercial analytics ecosystem, defining roadmap priorities and success metrics that align to enterprise AI strategy. Transformation from Reactive Reporting to Proactive, AI‑Ready Data Products Own and drive the strategic transformation of commercial analytics from reactive dashboard reporting to proactive, AI‑ready data products—establishing the vision, roadmap, and delivery model for this multi‑year capability shift. Redesign the analytics asset portfolio to prioritize intelligent, event‑driven data products that surface insights, anomalies, and recommendations proactively—reducing reliance on manually‑queried dashboards and static reports. Partner with Decision Science & AI teams to architect semantic layer and data product foundations that are consumption‑ready for machine learning models, predictive analytics, and AI‑generated insights. Define and enforce data product standards—including freshness SLAs, semantic consistency, access controls, and lineage documentation— that enable safe, scalable AI and analytics consumption across the commercial organisation. Lead the commercial organisation through the cultural and behavioural change required to shift from pull‑based report consumption to proactive, insight‑driven workflows, working closely with business leaders to drive adoption. Establish metrics to track the function’s progress on the reactive‑to‑proactive transformation, including reductions in ad‑hoc report requests, increases in proactive alert adoption, and AI model consumption of governed data products. Executive Stakeholder Engagement & Strategic Influence Build and maintain trusted relationships with senior commercial leaders across Regions and Business Units, acting as a strategic analytics advisor and translating complex business needs into platform and capability investments. Represent the analytics engineering function in enterprise data strategy forums, contributing to platform investment decisions, vendor evaluations, and governance policy. Partner with the Decision Science & AI team to ensure semantic layer assets support AI model explainability, output visualisation, and executive decision dashboards. Communicate team roadmap, delivery progress, and platform performance to analytics leadership and senior commercial stakeholders on a regular cadence. Qualifications Bachelor’s degree in Business Analytics, Information Systems, Computer Science, Data Science, or a related field mandatory; Advanced degree strongly preferred. Demonstrated experience leading or contributing to a transformation from reactive BI/reporting to proactive, AI‑ready data products—incl. data product design, semantic layer modernisation, or analytics platform re‑architecture. 8 years of progressive experience in analytics, business intelligence, or data engineering with demonstrated increasing scope and seniority. 3 years in a formal people leadership role, managing analytics or data professionals across multiple levels (e.g., analysts, senior analysts, principal/staff ICs). Deep expertise in enterprise semantic layer design, governance, and platform strategy across one or more platforms (e.g., LookML/Looker, AtScale, dbt Metrics, Power BI Semantic Models, Microsoft Fabric). Proven track record owning and delivering enterprise‑scale self‑service analytics programmes across multiple Business Units or Regions.

Director Software Development Engineering (Boston)

Director, Go-To-Market Product Engineering – Salesforce Director, GTM Engineering is a leadership position within UKG’s Digital group, reporting to the Vice President of GTM Product Experience. The role is pivotal in transforming the enterprise systems landscape by leveraging cutting‑edge technologies to accelerate value delivery and improve efficiencies. A strong emphasis is placed on strategic thinking, technical expertise, and collaborative problem‑solving. Experience with Salesforce implementations is mandatory. Key Responsibilities Lead by example in reinforcing company values and culture, inspiring confidence, and strengthening the management team. Foster strong cross‑functional partnerships across Sales, Engineering, Product Management, and Services. Manage cross‑geography teams to deliver a world‑class GTM product experience. Innovate by incorporating AI‑driven solutions to modernize GTM systems and support scalable growth. Apply AI technologies to: Automate seller workflows and approvals Surface real‑time insights, recommendations, and next‑best actions Reduce manual effort across quoting, ordering, and deal execution Partner with AI, data, and platform teams to design responsible, secure, and scalable AI integrations. Drive measurable business outcomes from AI initiatives. Design and deploy self‑service tools that empower sellers and enhance sales effectiveness. Implement systems that accelerate time to value, including AI solutions, automated workflows, and real‑time analytics. Conduct stakeholder research to inform robust architectural designs. Oversee program execution from product definition through release and ongoing support. Maintain deep expertise in SaaS enterprise application delivery. Qualifications and Experience Strong interpersonal and communication skills with proven presentation abilities. Advanced analytical, troubleshooting, and programming skills in complex technical environments. Minimum of 15 years in enterprise‑level software development, including at least 10 years managing high‑energy software teams. Bachelor’s degree in computer science or equivalent experience. At least 3 years in a director‑level role. Demonstrated high intellect, integrity, and positive leadership energy. Extensive experience in software engineering for complex, scalable products across multiple technologies and platforms. Proficiency with Agile development methodologies. Proven success with Salesforce implementations, including Salesforce Einstein and Agentforce. Desired experience in product integrations and API technologies. Ability to attract and develop top talent, motivate high‑performing teams, and manage change effectively. Compensation Pay range: $163,900.00 to $235,550.00. Base pay may vary by skills, experience, and location. Eligible for performance‑based bonus plan and restricted stock unit awards. Equal Opportunity Employer. UKG evaluates qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories. UKG participates in E‑Verify. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment. Disability Accommodation: For individuals with disabilities needing additional assistance in the application and interview process, contact [email protected]. View the EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf). UKG participates in E‑Verify posters (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf). J-18808-Ljbffr

Director, Special Investigations Unit - AHFI (Long Beach)

The Job The Director, Special Investigations Unit position reports directly to the Vice President of Internal Audit Services and will have primary responsibility for the development of overall SIU strategies/infrastructure, assisting the Vice President to lead and oversee the Special Investigations Unit function and SIU activities. You Will Lead and develop SIU infrastructure and oversee activities for accurate and timely investigative cases. Manage and resolve complex investigative cases to ensure accurate, cost‑effective, and compliant operations. Conduct FWA training/education with staff and departments across the organization, including all portfolio companies. Develop FWA protocols for the health delivery model for the portfolio companies and manage overall supervision, planning, organization, and execution of SCAN's fraud, waste, and abuse program. Lead and support SIU team activities to ensure accurate and timely audits and investigations. Interpret audit results and assist health plan executives in developing action plans to address identified issues, including financial recovery efforts. Monitor, oversee, and evaluate vendors performing audit and recovery activities. Identify and direct implementation of qualified personnel, improved processes, and new technologies. Ensure compliance with all state and federal regulations for fraud, waste, and abuse, including reporting obligations. Respond to legal inquiries including subpoenas and court appearances in collaboration with Legal. Attend federal and state fraud meetings, industry events, and training. Develop fraud risk assessment and work closely with VP of Internal Audit on SCAN Group Board Compliance Committee materials related to FWA. Coordinate participation in FWA/SIU industry associations, coalitions, and stakeholder groups. Build and maintain strong relationships with federal and state regulators, investigatory units, and enforcement agencies. Help lead a culture of compliance with applicable laws and regulations, corporate citizenship, and diversity, equity, inclusion, and belonging. Provide ongoing guidance to senior and mid‑level management on FWA matters. Actively support the achievement of SCAN's vision and goals. Other duties as assigned. Your Qualifications Bachelor's degree or equivalent experience. 10 years related compliance, FWA, and/or special investigation experience in managed‑care or CMS. Prior experience working with regulatory agencies such as CMS, HHS, and OIG. Risk Adjustment and Coding experience/expertise preferred. 3 years of experience within the healthcare industry, preferred. Certified Criminal Justice Specialist (CCJS), preferred. Accredited Health Care Fraud Investigator (AHFI), strongly preferred. Certified Fraud Examiner (CFE), preferred. Certified Healthcare Compliance (CHC), preferred. What's in it for you? Base Pay Range: $147,000–$190,000. Work Mode: Mostly Remote. An annual employee bonus program. Robust wellness program. Generous paid‑time‑off (PTO). 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days. Excellent 401(k) retirement saving plan with employer match. Robust employee recognition program. Tuition reimbursement. Opportunity to become part of a team that makes a difference to members and the community every day. SCAN is proud to be an Equal Employment Opportunity and affirmative action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender perception or identity, marital status, disability, protected veteran status or any other status protected by law. A background check is required. J-18808-Ljbffr

Family Medicine Physician - Caldwell/Cleveland (Boise)

At Terry Reilly we are happy to provide integrated care through our medical, dental and behavioral health services making us a unique team to be a part of in the Treasure Valley. We believe a healthy community is a thriving community, and our success is a direct result of our mission-driven and talented team. It is important to us that our staff is given a healthy work-life balance, so we support and value your time in and out of the clinic setting. With an impressive benefits package for providers including free healthcare options and loan reimbursement grant opportunities, we hope you will consider joining our growing team! General Responsibilities Provides high-quality, patient-centered health care. Provides leadership that promotes a culture of safety, quality, cooperation, advocacy and collaboration. Provides required clinical supervision for mid-level practitioners. Essential Duties Provide high-quality patient care. Care must be provided within the FTCA scope of services as defined by Terry Reilly. Health care should include use of TR Clinical Guidelines when applicable. Utilize sound clinical judgment and problem-solving skills to address patient care problems. Promote a culture of safety and quality within worksites at TR including promoting cooperation, problem-solving, and maintaining standards of practice as described in the TR Standards of Medical Practice. Foster a spirit of collaboration, education and cooperation amongst the medical staff including direct supervision for nurse practitioners and physician assistants (in accord with State Boards of Nursing and Medicine regulations), consultation when on duty medical colleagues as requested by those clinicians, and maintain flexibility to meet schedule and patient needs. Promote Terry Reilly image as a health center striving to meet the health care needs of our community and advocating for high-quality health care for all with particular focus on care for the underserved. For physicians who take hospital calls, provide surgical assistance for OB/GYN practitioners as requested when available. Maintain a work schedule as assigned by the Medical Director including on-call coverage as assigned and participation in education sessions or medical staff meetings of Terry Reilly. Minimum Qualifications Licensed physician in Idaho. Understands dynamics of underserved patient populations, including the homeless and migrant/seasonal farm workers. Terry Reilly provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. J-18808-Ljbffr

Corporate Vice President - Senior Director, End User Services - Executive Support & AV Technologies (New York)

Role Overview New York Life's Enterprise Technology Services (ETS) organization is seeking a dynamic, service-driven technology leader to serve as Corporate Vice President of End User Services, Executive Support, and AV Technologies. This transformative leadership role spans three interconnected service domains: the Enterprise Help Desk, a White‑Glove Executive Support function, and Conference Room & AV Technologies. The candidate will own strategy, delivery, and continuous improvement across these areas, leading large‑scale ITSM operations, AI‑assisted virtual agent adoption, and AV technology deployment. Location & Work Arrangement Primary Location: 51 Madison Avenue, New York, NY 10010 Work Arrangement: Hybrid — minimum 3 days per week on‑site; additional presence required for executive events, AV go‑lives, and critical incidents Travel: Occasional travel to NYL offices and field locations in support of executive events and AV deployments What You'll Do Enterprise Help Desk Governance & AI‑Driven Service Modernization Own service delivery relationship with TCS, managing SLA governance, performance, quality assurance, and contract adherence. Define and enforce service standards, escalation paths, ticket quality expectations, and agent performance frameworks. Leverage ServiceNow data to drive continuous improvement across incident, request, and problem lifecycles. Lead Moveworks adoption: develop roadmap, set KPIs (deflection, containment, CSAT, time‑to‑resolution), partner with stakeholders, drive channel shift to conversational AI, and integrate Moveworks with ServiceNow workflows. Implement Social Engineering Mitigation Plan using MFA, technical controls, and coordination with Cybersecurity and Identity teams. Champion proactive support: trend analysis, known issue communication, and shift‑left strategies to reduce avoidable ticket volume. Executive Support – Transformation & White‑Glove Service Delivery Maintain governance: service charter, eligibility tiers, engagement model, SLAs, and an Executive Experience Scorecard. Build culture of accountability and continuous improvement with runbooks, playbooks, and structured ticketing. Coordinate across ETS domains and ensure seamless service for senior leadership. Ensure executive devices comply with Zero Trust security, IAM controls, MFA, and least‑privilege principles. Implement pre‑deployment quality gates for hardware and peripherals. Develop proactive support model: pre‑emptive issue detection, spare device strategies, and readiness protocols for high‑visibility events. Foster relationships with executive assistants and business leaders and build team capability through mentoring and cross‑functional collaboration. Conference Room & AV Technologies – Strategy Execution Lead transition of large‑format and executive AV support under the Digital Workplace umbrella, aligning with Facilities and defining new operating procedures. Ensure consistent, standards‑based AV support across all room categories. Own AV technology roadmap: evaluate, recommend, and oversee deployments of MTR, integrated AV systems, digital signage, and event conferencing solutions. Manage vendor relationships, contract negotiations, and service level expectations. Define and enforce quality standards for room configurations, maintenance schedules, and incident response. Collaborate on new office buildouts, renovations, and refresh initiatives to incorporate AV requirements early in design. Operational Excellence & Metrics Create and maintain a unified service performance dashboard covering SLA adherence, CSAT, first‑contact resolution, Moveworks deflection, and AV availability. Drive continuous improvement using data, feedback, and industry benchmarking. Maintain an up‑to‑date knowledge base, runbook library, and support playbook ecosystem. Ensure ServiceNow hygiene across all domains. Stakeholder Engagement & Cross‑Functional Collaboration Serve as ETS point of contact for senior stakeholders and administrative teams. Communicate technical issues in business‑relevant terms to executive audiences. Build partnerships across ETS domains and with external managed service providers. Represent ETS in cross‑functional forums related to workplace technology and end‑user experience. Qualifications Required Experience 10 years progressive IT experience, 5 years in senior leadership managing Help Desk, End User Services, or Executive Support. Experience managing or overseeing an MSP or outsourced Help Desk delivery model, including SLA governance. Hands‑on with AI‑driven service tools (e.g., Moveworks, ServiceNow Virtual Agent) and proven adoption results. Deep expertise in ServiceNow (Incident, Problem, Change, Request, CMDB, Knowledge) and ITSM platforms. Experience delivering white‑glove support in a regulated environment such as financial services or insurance. Prior role managing AV technologies and conference room support (MTR, integrated AV systems). Track record leading organizational change toward proactive, metrics‑driven service models. Experience implementing security controls (MFA, MDM, Zero Trust, social engineering mitigation) in end‑user computing. Technical Skills Microsoft 365 ecosystem: Exchange Online, Teams, SharePoint, Intune, Azure AD / Entra ID. Endpoint and device management: Intune, Configuration Manager, Windows Autopilot, MDM/MAM for iOS/iPadOS. Identity & Access: Azure AD, MFA, conditional access, least‑privilege. AV technologies: Microsoft Teams Rooms, Cisco Webex, Crestron, Poly/HP, digital signage. AI/Automation: Moveworks or equivalent, conversational AI concepts. ITSM tools: ServiceNow (advanced user / admin‑level). Reporting & analytics: PowerBI, ServiceNow dashboards, or equivalent. Education Bachelor's degree in Information Technology, Computer Science, MIS, or related field. Master's degree or MBA preferred. ITIL Foundation certification required; ITIL Practitioner or higher strongly preferred. Additional relevant certifications (Microsoft, Moveworks, CompTIA) welcomed. Leadership Competencies Strategic thinking, operational discipline, executive presence. Change leadership, cross‑functional influence, communication. Compensation & Benefits Salary Range: $175,000 – $235,000 annually (commensurate with experience). Exempt from overtime. Discretionary bonus eligible. 401(k) with company match. Competitive medical/dental/vision coverage, generous paid time off, and professional development opportunities. Equal Opportunity Employer New York Life is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity. J-18808-Ljbffr