Asst. Dir. Field Technology Operations

About The Job

This position is pivotal in executing Northwestern Mutual’s Technology Success strategy by leading a team that provides day-to-day technology support to NM’s national network of financial advisors. Additionally, this role involves partnering with the Home Office (Corporate HQ) on critical technology initiatives to ensure the Field Technology Operations team is well-equipped to foster a positive technology-enabled client experience (CX) and field experience (FX).

By representing the field’s voice of customer (VoC), the Assistant Director ensures that product development, deployment, and change plans effectively address pain points and meet the unique needs of the field.

What You’ll Do

• Lead and coach a geographically distributed team of technology specialists (TS) to successfully enable effective and efficient technology support.

• Develop and maintain relationships with Network and District office leadership to understand and address resource and programmatic needs by office.
• Lead working teams in the strategic design, implementation, and execution of departmental priorities that drive NM’s transformation agenda, while also minimizing technology-related business issues.
• Collaborate with digital products, technology, and business teams on key technology initiatives, providing field VOC and proactively influencing the direction of adoption and support plans.
• Partner and consistently deliver with peers across Field Technology Operations to establish and sustain best practices for program operations and delivery standards.
• Continuously assess team performance via quantitative and qualitative measures as appropriate; taking corrective action where needed to improve capabilities, reduce inefficiencies, and enhance customer experience.
• Oversee team support strategies ensuring high-quality, value-added touchpoints to enable high customer satisfaction.
• Lead the strategic engagement of major technology integrations and moves with Network Office leadership. Ensuring Technology Specialist are fully supported to execute locally.
• Partner with 3rd party vendors in the active sourcing and onboarding of technology specialists and consultants.

What We’re Looking For

• Degree in Information Technology, Computer Science, Business Administration, or a related field. Bachelor’s degree preferred.
• Minimum of 5-7 years of experience in technology support or a related field, with at least 3 years in a lead, leadership, or managerial role.
• Proven track record of managing or leading technology support teams.
• Understanding of IT infrastructure, software applications, and network systems.
• Proficiency in troubleshooting and resolving technical issues.
• Experience with technology support tools and platforms such as Service Now or similar.
• Demonstrated ability to lead, motivate, and develop high-performing teams.
• Excellent project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
• Experience in strategic planning and execution of organizational goals.
• Exceptional verbal and written communication skills.
• Ability to collaborate effectively with cross-functional teams and stakeholders.
• Strong presentation skills, with the ability to convey technical information to non-technical audiences.
• Strong commitment to customer service and satisfaction.
• Ability to understand and address the unique needs and challenges of end-users.
• Strong analytical and problem-solving skills.
• Ability to identify root causes of issues and develop effective solutions.
• Ability to adapt to rapidly changing technology and business environments.
• Proactive approach to learning and implementing new technologies and best practices.
• Ability to align technology support strategies with broader organizational goals.
• Experience in driving process improvements and operational efficiencies.
• Relevant certifications such as ITIL, PMP, or similar are preferred.
• Experience managing budgets and financial planning for technology support operations.
• Demonstrated commitment to ethical practices and maintaining confidentiality.

Skills You’ll Have

• Adaptive Communication :
  Formulates strategies to be used to convey complex information about services,…