Senior Level Service Experience Manager Jobs
Senior level service experience manager jobs put seasoned professionals in charge of service strategy, cross-functional ownership, and the teams and programs that deliver consistent customer outcomes at scale. Roles are concentrated across Technology & Software, Banking & Financial Services, and Media & Entertainment, with a mix of on-site, remote, and hybrid settings, and employers like Amazon, Electronic Arts (EA), and Collabera hiring at this level now.
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Showing 5 of 114+ Senior Level Service Experience Manager jobs
Job Description
Requisition ID
Department
Job Function
Location
Role Location Designation
Location Designation: Hybrid - 3 days per week
Role Overview:
As a Product Owner, you’ll turn product vision and strategy into the features, priorities and day-to-day decisions that enable a team to deliver meaningful customer and business value.
You’ll translate customer needs into a clear feature roadmap and actionable backlog, define user stories and acceptance criteria, and prioritize work across competing business, customer and delivery needs. You’ll serve as a critical bridge between business stakeholders and development teams, coordinating dependencies, resolving issues and driving features from definition through production and release.
This is a role for someone who can connect the big picture to the details required to deliver it—bringing clarity to what the team should build and why, making thoughtful prioritization and trade-off decisions, and staying accountable for product quality, team-level outcomes and continuous improvement.
Protection-Powered Growth is New York Life’s planning approach for helping households build financial security, with protection as the foundation for long-term growth. Within the Field Experience value stream, you’ll help bring it to life by building the next-generation financial planning ecosystem that agents and advisors use to guide clients through the full planning conversation, from understanding a household’s needs to building, delivering and revisiting their plan.
Working under the direction of the Product Manager, Protection-Powered Growth Planning, you’ll translate the broader product direction into team-level delivery priorities for what agents, advisors and clients see and use: planning features, agent and advisor workflows, practical usability and readiness for adoption. You’ll partner closely with a peer Product Owner focused on the data, calculations and integrations that power the planning ecosystem.
What you'll do:
- Shape user-facing planning features; translate the needs of agents, advisors and planning partners into features, and validate workflows and acceptance criteria with Experience and Design and field stakeholders
- Drive testing, readiness and adoption; coordinate user testing, release readiness and feedback with planning SMEs, Distribution and Field Learning and Development to improve usability and product outcomes
- Represent the agent and household experience across the planning journey; ensure features support the full Protection-Powered Growth conversation from discovery through plan delivery and ongoing review
- Translate product vision into the backlog; develop user stories and acceptance criteria aligned to PM epics and customer needs
- Prioritize and sequence product features; align team backlog requirements to AI-driven insights, business, and customer needs
- Break down data requirements; ensure timely and quality delivery of product functionality leveraging AI and automation tools
- Manage the team-level backlog and roadmap; oversee bug fixes, maintenance, and product quality accountability
- Deliver features from creation to production; ensure organizational and go-to-market readiness at release
- Coordinate dependencies; Identify, manage and resolve team-level and cross-team dependencies
- Collaborate with the PM; prioritize and implement process improvement opportunities
- Collaborate with data governance SMEs; meet data standards across applications
- Define competencies and deliver on team OKRs; support team member development and track progress to stakeholders
What you'll bring:
- 6+ years of experience in product management, product ownership, business analysis or related delivery roles, including at least 3 years as a Product Owner or Product Manager in an Agile environment (SAFe preferred).
- Experience delivering field-facing or advisor-facing digital products, with the ability to turn complex financial planning workflows into clear, usable features.
- Experience conducting or partnering on user research and usability testing with agents, advisors or other field users.
- Experience translating a broader product vision and strategy into a feature roadmap, prioritized backlog and actionable work for a delivery team.
- Strong product backlog management and sprint-planning experience across the full release lifecycle, including user stories, acceptance criteria, backlog refinement and release planning.
- Experience driving features from definition through production and release, with strong attention to product quality and organizational and go-to-market readiness.
- Strong understanding of customer journeys, customer experience and usability principles, with the ability to incorporate customer and stakeholder feedback into product decisions.
- Demonstrated ability to identify, manage and resolve team-level and cross-team dependencies and build productive relationships across business, technology, Agile and platform teams.
- Strong stakeholder management and communication skills, including experience serving as a bridge between business stakeholders and development teams.
- Experience defining, tracking and communicating team-level OKRs and using performance measures to improve delivery and product outcomes.
- Strong Agile execution skills and hands-on experience with Jira or equivalent tools for backlog management, sprint tracking and release management.
- Digital, data and AI fluency, including the ability to translate data and technical requirements into actionable work and use AI-enabled tools and automation to improve team delivery.
- Strong knowledge of insurance or financial-services business processes and customer needs, or demonstrated ability to quickly build domain expertise in a regulated industry.
- A working style grounded in ownership, accountability, collaboration and continuous improvement.
#LI - EM1
#LI - HYBRID
Job Level: LEVELPF5
Pay Transparency
Salary Range: $119,000-$170,000
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 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.
Job Requisition ID: 95342
Job Description
Requisition ID
Department
Job Function
Location
Role Location Designation
Location Designation: Hybrid - 3 days per week
Role Overview:
As a Product Owner, you’ll turn product vision and strategy into the features, priorities and day-to-day decisions that enable a team to deliver meaningful customer and business value.
You’ll translate customer needs into a clear feature roadmap and actionable backlog, define user stories and acceptance criteria, and prioritize work across competing business, customer and delivery needs. You’ll serve as a critical bridge between business stakeholders and development teams, coordinating dependencies, resolving issues and driving features from definition through production and release.
This is a role for someone who can connect the big picture to the details required to deliver it—bringing clarity to what the team should build and why, making thoughtful prioritization and trade-off decisions, and staying accountable for product quality, team-level outcomes and continuous improvement.
Protection-Powered Growth is New York Life’s planning approach for helping households build financial security, with protection as the foundation for long-term growth. Within the Field Experience value stream, you’ll help bring it to life by building the next-generation financial planning ecosystem that agents and advisors use to guide clients through the full planning conversation, from understanding a household’s needs to building, delivering and revisiting their plan.
Working under the direction of the Product Manager, Protection-Powered Growth Planning, you’ll translate the broader product direction into team-level delivery priorities for what agents, advisors and clients see and use: planning features, agent and advisor workflows, practical usability and readiness for adoption. You’ll partner closely with a peer Product Owner focused on the data, calculations and integrations that power the planning ecosystem.
What you'll do:
- Shape user-facing planning features; translate the needs of agents, advisors and planning partners into features, and validate workflows and acceptance criteria with Experience and Design and field stakeholders
- Drive testing, readiness and adoption; coordinate user testing, release readiness and feedback with planning SMEs, Distribution and Field Learning and Development to improve usability and product outcomes
- Represent the agent and household experience across the planning journey; ensure features support the full Protection-Powered Growth conversation from discovery through plan delivery and ongoing review
- Translate product vision into the backlog; develop user stories and acceptance criteria aligned to PM epics and customer needs
- Prioritize and sequence product features; align team backlog requirements to AI-driven insights, business, and customer needs
- Break down data requirements; ensure timely and quality delivery of product functionality leveraging AI and automation tools
- Manage the team-level backlog and roadmap; oversee bug fixes, maintenance, and product quality accountability
- Deliver features from creation to production; ensure organizational and go-to-market readiness at release
- Coordinate dependencies; Identify, manage and resolve team-level and cross-team dependencies
- Collaborate with the PM; prioritize and implement process improvement opportunities
- Collaborate with data governance SMEs; meet data standards across applications
- Define competencies and deliver on team OKRs; support team member development and track progress to stakeholders
What you'll bring:
- 6+ years of experience in product management, product ownership, business analysis or related delivery roles, including at least 3 years as a Product Owner or Product Manager in an Agile environment (SAFe preferred).
- Experience delivering field-facing or advisor-facing digital products, with the ability to turn complex financial planning workflows into clear, usable features.
- Experience conducting or partnering on user research and usability testing with agents, advisors or other field users.
- Experience translating a broader product vision and strategy into a feature roadmap, prioritized backlog and actionable work for a delivery team.
- Strong product backlog management and sprint-planning experience across the full release lifecycle, including user stories, acceptance criteria, backlog refinement and release planning.
- Experience driving features from definition through production and release, with strong attention to product quality and organizational and go-to-market readiness.
- Strong understanding of customer journeys, customer experience and usability principles, with the ability to incorporate customer and stakeholder feedback into product decisions.
- Demonstrated ability to identify, manage and resolve team-level and cross-team dependencies and build productive relationships across business, technology, Agile and platform teams.
- Strong stakeholder management and communication skills, including experience serving as a bridge between business stakeholders and development teams.
- Experience defining, tracking and communicating team-level OKRs and using performance measures to improve delivery and product outcomes.
- Strong Agile execution skills and hands-on experience with Jira or equivalent tools for backlog management, sprint tracking and release management.
- Digital, data and AI fluency, including the ability to translate data and technical requirements into actionable work and use AI-enabled tools and automation to improve team delivery.
- Strong knowledge of insurance or financial-services business processes and customer needs, or demonstrated ability to quickly build domain expertise in a regulated industry.
- A working style grounded in ownership, accountability, collaboration and continuous improvement.
#LI - EM1
#LI - HYBRID
Job Level: LEVELPF5
Pay Transparency
Salary Range: $119,000-$170,000
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 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.
Job Requisition ID: 95342
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- Technology & Software43
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- Media & Entertainment7
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- Electronics & Hardware6
Senior Level Service Experience Manager Jobs: Frequently Asked Questions
How do I get a senior level service experience manager job?
Employers at this level look for candidates who have owned end-to-end service programs, led cross-functional initiatives, and driven measurable improvements in customer satisfaction or operational efficiency. Demonstrating that you have set direction for a team, managed senior stakeholder relationships, and built or redesigned service processes from the ground up gives your application a clear edge over candidates with narrower scope.
Which companies hire senior level service experience managers?
Companies hiring senior level service experience managers right now include Amazon, Electronic Arts (EA), and Collabera, based on current listings on Migrate Mate as of November 2026. Hiring at this level tends to come from mid-size to large organizations with complex customer-facing operations, dedicated service functions, and enough organizational depth to warrant a senior individual contributor or people leader in this space.
Are there remote senior level service experience manager jobs?
Yes, though availability varies by employer and industry. About 35% of senior level service experience manager openings are remote or hybrid as of November 2026, reflecting the fact that experienced service leaders are often trusted to manage programs and stakeholders without being on-site full time. Fully remote roles are most common at companies with distributed teams or digital-first service models.
What makes a service experience manager role senior level?
Senior level roles are defined by scope, ownership, and influence rather than task execution. A senior service experience manager typically owns a service line, program, or customer journey end to end, makes decisions that affect multiple teams, and is expected to mentor junior staff or lead a small team. The role requires handling ambiguity, shaping strategy, and presenting recommendations to director or VP-level stakeholders.
Which industries hire the most senior level service experience managers?
Senior level service experience manager roles concentrate in Technology & Software, Banking & Financial Services, and Media & Entertainment, based on current listings on Migrate Mate as of November 2026. These sectors tend to have large, structured customer-facing operations, high service complexity, and organizational investment in improving the end-to-end customer experience at a strategic rather than frontline level.