Sr. Director Field Tech Customer Success

The Sr. Director, Field Technology Customer Success drives key company strategies and leads cross-functional initiatives to enhance enterprise business capabilities. This role ensures the alignment of technology with business outcomes, providing seamless integration and operational excellence across client, field, and home office environments. Additionally, the Sr. Director leads the Assistant Director team, which supports field offices across regions, ensuring strategic objectives are met and effective execution is achieved. 

Duties and Responsibilities:

• Develop and execute key elements of company strategy via cross-functional initiatives
• Set, direct, and oversee strategy for building enterprise business capabilities impacting clients, field, and home office 
• Define a future vision, obtain corporate commitment, and ensure realization of business outcomes for large, cross functional initiatives
• Lead the Field Network Embedded team, setting strategy, guidance, and goal achievement
• Act as a key stakeholder in enterprise-level cross-functional projects 
• Effectively manage staff through selection, training, and development to achieve each area’s goals
• Partner with Network Office leadership to strengthen relationship with the digital organization
• Collaborate with digital product, engineering, and support leadership to drive the product roadmap
• Acts as lead escalation point and decision maker for technology issues
• Collaborate with distribution performance management and other business leaders to enhance network office performance via digital tools
• Align with Product Marketing around promotion of digital platform onboarding and overall Digital Platform 
• Develop and execute the digital business roadmap for network offices; onboarding new and expanding offices
• Drive business outcomes and transformation through higher product adoption, customer satisfaction, and overall health scores

Qualifications:  

• Bachelor’s degree in information technology, Information Systems, Business Administration /Management or related field with applicable experience
• A minimum of 10-15 years of relevant, progressively responsible business experience to include previous leadership experience and proven success directing and providing strategic leadership for multiple operations, diverse projects, and/or assignments
• Comprehensive understanding of enterprise operations, company strategy and field / client relations  
• Strong communications skills with ability to build rapport, influence and gain buy-in at all levels of the organization (Home Office & Field)  
• Previous experience leading large team with proven leadership in developing talent  
• Facilitation and team building skills; ability to play an active, operational and communicative role 
• Interpersonal savvy and comfort interacting with and presenting to all levels of the organization, including senior leaders
• Proven skills in dealing with ambiguity and paradox, and leading change
• Exceptional business acumen and focus on achieving business impact through progressive practices and sound business judgment
• High degree of people and project management competencies
• Exceptional negotiation, administrative, and leadership skills, particularly in a matrixed environment

#LI-Hybrid

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additional information relating to location-based pay structures.

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.