Note: The job is a remote job and is open to candidates in USA. New York Life is a Fortune 100 mutual company that delivers comprehensive insurance and absence management solutions. The Manager, Enrollment Fulfillment Operations will lead a remote team to ensure the timely and compliant delivery of enrollment materials while driving operational excellence and enhancing customer experience.

Responsibilities

• Lead, coach, and develop a high-performing remote team of Enrollment Fulfillment Analysts through ongoing feedback, mentorship, performance management, and career development planning
• Foster a collaborative, accountable, and continuous improvement-oriented team culture focused on operational excellence and customer experience
• Support employee engagement, succession planning, and capability development across the team
• Establish clear performance expectations, monitor team productivity, and ensure alignment with organizational goals and service standards
• Provide leadership support and communication during operational, organizational, or process changes
• Lead operational excellence initiatives focused on improving efficiency, scalability, quality, and service delivery across enrollment fulfillment operations
• Evaluate workflows and identify opportunities to optimize processes, improve operational readiness, and enhance customer outcomes
• Utilize operational metrics, reporting, and productivity insights to support data-driven decision-making and workload management
• Promote a culture of innovation and continuous improvement through process standardization, workflow enhancements, and operational modernization initiatives
• Develop, maintain, and enhance Standard Operating Procedures (SOPs), training documentation, and operational resources to support consistency and scalability
• Oversee day-to-day enrollment fulfillment operations to ensure timely, accurate, and compliant delivery of enrollment materials and requests
• Monitor workload distribution, team capacity, operational priorities, and turnaround expectations to ensure service level commitments are achieved
• Support high-volume or high-priority enrollment requests as needed, including review and oversight of enrollment materials
• Ensure all enrollment and marketing materials comply with New York Life branding, compliance, and regulatory standards
• Provide consultative support and quality oversight for requests originating from Enrollment Consultants, Distribution partners, and internal stakeholders
• Collaborate closely with Marketing, Distribution, Enrollment Solutions, Operations, Compliance, and other matrix partners to support operational readiness and seamless execution
• Lead and support change management efforts associated with operational enhancements, new processes, systems, and workflow improvements
• Partner with stakeholders to improve communication strategies, operational engagement models, and cross-functional efficiencies
• Serve as a liaison to leadership to maintain visibility into strategic priorities, operational risks, and improvement opportunities
• Support organizational initiatives aimed at enhancing scalability, service delivery, and customer experience outcomes

Skills

• Bachelor's degree or equivalent work experience in operations, business administration, insurance, or a related field
• Experience leading and developing teams within operations, enrollment, customer service, or insurance-related environments
• Strong operational management and process improvement capabilities with the ability to manage competing priorities in a fast-paced environment
• Demonstrated ability to analyze operational data, monitor performance metrics, and drive informed business decisions
• Excellent verbal and written communication skills with the ability to collaborate effectively across teams and levels of the organization
• Strong organizational, problem-solving, and relationship management skills with a focus on delivering high-quality customer outcomes
• Experience supporting enrollment fulfillment, group insurance, employee benefits, or related operational functions
• Knowledge of workflow optimization, continuous improvement methodologies, or operational excellence practices
• Experience leading remote or geographically dispersed teams
• Familiarity with compliance, branding, and regulatory considerations related to insurance enrollment materials

Benefits

• Overtime eligible: Exempt
• Discretionary bonus eligible: Yes
• Sales bonus eligible: No
• Employees are eligible for an annual discretionary bonus
• Employees may also be eligible to participate in an incentive program
• 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

Company Overview

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