Asst. Dir. Field Technology Operations

Join us at Northwestern Mutual as we embark on an exciting journey to enhance our Technology Success strategy! In this pivotal role, you will lead a dynamic team dedicated to providing top-notch technology support to our national network of financial advisors. Your collaboration with our Home Office will be crucial in driving key technology initiatives, ensuring our Field Technology Operations team is equipped to deliver an exceptional client experience (CX) and field experience (FX).

As the voice of the customer (VoC) for the field, you will play a vital role in shaping product development and deployment, addressing pain points, and meeting the unique needs of our advisors.

• Lead and coach a geographically distributed team of technology specialists to enable effective and efficient technology support.
• Build strong relationships with Network and District office leadership to understand and address their resource and programmatic needs.
• Drive strategic design and execution of departmental priorities that align with NM’s transformation agenda while minimizing technology-related issues.
• Collaborate with digital products, technology, and business teams on key initiatives, providing field VOC to influence adoption and support plans.
• Work closely with peers across Field Technology Operations to establish best practices for program operations and delivery standards.
• Continuously assess team performance and implement corrective actions to enhance capabilities and customer experience.
• Oversee support strategies to ensure high-quality, value-added interactions that drive customer satisfaction.
• Engage with Network Office leadership on major technology integrations, ensuring local execution by Technology Specialists.
• Partner with third-party vendors for sourcing and onboarding technology specialists and consultants.

• A degree in Information Technology, Computer Science, Business Administration, or a related field (Bachelor’s preferred).
• 5-7 years of experience in technology support or a related field, with at least 3 years in a leadership role.
• A proven track record of managing or leading technology support teams.
• Strong understanding of IT infrastructure, software applications, and network systems.
• Proficiency in troubleshooting and resolving technical issues.
• Experience with technology support tools like Service Now or similar platforms.
• Exceptional project management skills with the ability to juggle multiple initiatives.
• Excellent verbal and written communication skills.
• A collaborative spirit to work effectively with cross-functional teams.
• Strong analytical and problem-solving skills, with a proactive approach to learning new technologies.
• Commitment to customer service and understanding the unique needs of end-users.
• Relevant certifications such as ITIL, PMP, or similar are preferred.

• Adaptive Communication: Effectively convey complex information to both technical and non-technical audiences.
• Analytical Thinking: Utilize data to identify key issues and improve processes.
• Customer Centricity: Design solutions that prioritize customer needs and drive organizational success.
• Operational Excellence: Implement efficient processes that enhance performance and achieve business goals.
• Performance Management: Monitor team performance and take corrective actions as needed.

Pay Range - Start: $

Pay Range - End: $

Geographic Specific Pay Structure:

• Structure 110: $ - $ USD
• Structure 115: $ - $ USD

We believe in fairness and transparency. Final salaries are based on various factors, including skills, experience, and location.

At Northwestern Mutual, we’re committed to putting our clients' interests at the center of everything we do. This is your chance to grow your career with a best-in-class company that values diversity and fosters an environment where every employee can thrive.

• Concierge service
• Employee resource groups

We’re excited about the potential you bring to Northwestern Mutual. Join us and enjoy first-class perks, benefits, and a culture of belonging!