Job description

Location Designation: Hybrid - 3 days per week Technology, Data, AI and Ventures: Within the Tech, Data, AI, Ventures (TDAV) organization, our work is guided by a shared vision: deploying the power of technology, data, AI and ventures to accelerate sustainable competitive advantage for New York Life's businesses. We build solutions that power how we serve policy owners, agents, advisors and employees while delivering measurable business outcomes. Across technology, data, AI, cyber, product, digital experience, architecture and infrastructure, TDAV combines the scale and investment of an industry leader, access to leading-edge technologies and the opportunity to help shape how a world-class financial services company competes in the AI era - all backed by the stability and purpose of a mutual company built to last. Role Overview: We are seeking a senior-level Scrum Master to drive Agile delivery excellence within the Customer & Field Service Experience Agile Release Train (ART), part of the Service Experience Value Stream (VS). In this role, you will be a strategic delivery partner and servant leader — guiding multiple Agile teams to execute complex, high-impact initiatives. You’ll work across business and technology organizations to improve delivery predictability, remove systemic impediments, and strengthen Agile maturity across the Value Stream. The ideal candidate is an experienced leader who can balance execution discipline with a continuous improvement mindset. What You’ll Do: • Lead and coach multiple Agile teams to deliver against the Value Stream roadmap — driving alignment, accountability, and measurable business outcomes. • Partner with Product and Technology leadership to plan, prioritize, and deliver value in alignment with strategic objectives. • Facilitate key Agile ceremonies (stand-ups, backlog refinement, sprint planning, reviews, and retrospectives) while reinforcing best practices that optimize team performance. • Identify and proactively resolve delivery risks, cross-team dependencies, and systemic blockers that impact flow and predictability. • Analyze delivery data and key metrics (velocity, predictability, quality) to drive insights and continuous improvement. • Serve as a thought leader and coach in Agile and SAFe practices, fostering a culture of transparency, empowerment, and learning. • Collaborate closely with other Scrum Masters, RTEs, and functional leads to evolve processes and scale delivery excellence across the ART. What You’ll Bring: • Proven experience leading Agile delivery across multiple teams or complex programs within large, matrixed organizations. • Expertise in SAFe, Scrum, and Lean-Agile principles with a demonstrated ability to coach teams and leaders toward maturity. • Strong strategic thinking, facilitation, and problem-solving skills — able to simplify complexity and drive decision-making. • Excellent communication and stakeholder management skills, with the ability to influence across business and technology. • Passion for continuous improvement, data-driven delivery, and building high-performing, empowered teams. Required Skills: • Bachelor’s degree in Business, Computer Science, or related discipline. • 7-10 years of experience as a Scrum Master, Agile Delivery Lead, or RTE leading enterprise-scale technology initiatives. • Deep knowledge of Agile methodologies and frameworks (SAFe, Scrum, Kanban) and their application in complex delivery environments. • Proficiency in Agile tools (e.g., Jira, Rally) and in using delivery metrics to assess and improve performance. • Strong organizational and facilitation skills with the ability to navigate ambiguity and competing priorities. Preferred Skills: • Advanced certifications such as SAFe Scrum Master (SSM), SAFe Advanced Scrum Master (SASM), or Certified Scrum Professional (CSP). • Experience leading Agile delivery in customer service, CRM, or field service technology environments. • Demonstrated success mentoring other Scrum Masters and influencing Agile adoption at scale. • Experience driving process modernization, automation, or AI-enabled delivery capabilities. Job Level: LEVELPF3 Pay Transparency Salary Range: $100,000-$143,000 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. Company Overview At New York Life, our 180-year legacy of purpose and integrity fuels our future. As we evolve into a more technology-, data-, and AI-enabled organization, we remain grounded in the values that drive lasting impact. Our diverse business portfolio creates opportunities to make a difference across industries and communities—inviting bold thinking, collaborative problem-solving, and purpose-driven innovation. Here, you’ll find the rare balance of long-standing stability and forward momentum, supported by an inclusive team that honors tradition while embracing progress. As a Fortune 100 mutual company, we offer a place to grow your skills, contribute to meaningful work, and deliver solutions that matter. Your ideas drive what’s next, and your growth powers it. 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: 95169

Requirements

Must-haves

Location Designation: Hybrid - 3 days per week
We are seeking a senior-level Scrum Master to drive Agile delivery excellence within the Customer & Field Service Experience Agile Release Train (ART), part of the Service Experience Value Stream (VS).
Lead and coach multiple Agile teams to deliver against the Value Stream roadmap — driving alignment, accountability, and measurable business outcomes.
Partner with Product and Technology leadership to plan, prioritize, and deliver value in alignment with strategic objectives.
Facilitate key Agile ceremonies (stand-ups, backlog refinement, sprint planning, reviews, and retrospectives) while reinforcing best practices that optimize team performance.
Identify and proactively resolve delivery risks, cross-team dependencies, and systemic blockers that impact flow and predictability.
Analyze delivery data and key metrics (velocity, predictability, quality) to drive insights and continuous improvement.
Serve as a thought leader and coach in Agile and SAFe practices, fostering a culture of transparency, empowerment, and learning.
Collaborate closely with other Scrum Masters, RTEs, and functional leads to evolve processes and scale delivery excellence across the ART.
Proven experience leading Agile delivery across multiple teams or complex programs within large, matrixed organizations.
Expertise in SAFe, Scrum, and Lean-Agile principles with a demonstrated ability to coach teams and leaders toward maturity.
Strong strategic thinking, facilitation, and problem-solving skills — able to simplify complexity and drive decision-making.
Excellent communication and stakeholder management skills, with the ability to influence across business and technology.
Passion for continuous improvement, data-driven delivery, and building high-performing, empowered teams.
Bachelor’s degree in Business, Computer Science, or related discipline.
7-10 years of experience as a Scrum Master, Agile Delivery Lead, or RTE leading enterprise-scale technology initiatives.
Deep knowledge of Agile methodologies and frameworks (SAFe, Scrum, Kanban) and their application in complex delivery environments.
Proficiency in Agile tools (e.g., Jira, Rally) and in using delivery metrics to assess and improve performance.
Strong organizational and facilitation skills with the ability to navigate ambiguity and competing priorities.

Nice-to-haves

Advanced certifications such as SAFe Scrum Master (SSM), SAFe Advanced Scrum Master (SASM), or Certified Scrum Professional (CSP).
Experience leading Agile delivery in customer service, CRM, or field service technology environments.
Demonstrated success mentoring other Scrum Masters and influencing Agile adoption at scale.
Experience driving process modernization, automation, or AI-enabled delivery capabilities.
Job Level: LEVELPF3

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aiscrumagilejira

Platform: eightfold
Effort: medium

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