[Remote] Manager, Enrollment Fulfillment Operations Job Details | New York Life Insurance Co

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.ResponsibilitiesLead, coach, and develop a high-performing remote team of Enrollment Fulfillment Analysts through ongoing feedback, mentorship, performance management, and career development planningFoster a collaborative, accountable, and continuous improvement-oriented team culture focused on operational excellence and customer experienceSupport employee engagement, succession planning, and capability development across the teamEstablish clear performance expectations, monitor team productivity, and ensure alignment with organizational goals and service standardsProvide leadership support and communication during operational, organizational, or process changesLead operational excellence initiatives focused on improving efficiency, scalability, quality, and service delivery across enrollment fulfillment operationsEvaluate workflows and identify opportunities to optimize processes, improve operational readiness, and enhance customer outcomesUtilize operational metrics, reporting, and productivity insights to support data-driven decision-making and workload managementPromote a culture of innovation and continuous improvement through process standardization, workflow enhancements, and operational modernization initiativesDevelop, maintain, and enhance Standard Operating Procedures (SOPs), training documentation, and operational resources to support consistency and scalabilityOversee day-to-day enrollment fulfillment operations to ensure timely, accurate, and compliant delivery of enrollment materials and requestsMonitor workload distribution, team capacity, operational priorities, and turnaround expectations to ensure service level commitments are achievedSupport high-volume or high-priority enrollment requests as needed, including review and oversight of enrollment materialsEnsure all enrollment and marketing materials comply with New York Life branding, compliance, and regulatory standardsProvide consultative support and quality oversight for requests originating from Enrollment Consultants, Distribution partners, and internal stakeholdersCollaborate closely with Marketing, Distribution, Enrollment Solutions, Operations, Compliance, and other matrix partners to support operational readiness and seamless executionLead and support change management efforts associated with operational enhancements, new processes, systems, and workflow improvementsPartner with stakeholders to improve communication strategies, operational engagement models, and cross-functional efficienciesServe as a liaison to leadership to maintain visibility into strategic priorities, operational risks, and improvement opportunitiesSupport organizational initiatives aimed at enhancing scalability, service delivery, and customer experience outcomesSkillsBachelor's degree or equivalent work experience in operations, business administration, insurance, or a related fieldExperience leading and developing teams within operations, enrollment, customer service, or insurance-related environmentsStrong operational management and process improvement capabilities with the ability to manage competing priorities in a fast-paced environmentDemonstrated ability to analyze operational data, monitor performance metrics, and drive informed business decisionsExcellent verbal and written communication skills with the ability to collaborate effectively across teams and levels of the organizationStrong organizational, problem-solving, and relationship management skills with a focus on delivering high-quality customer outcomesExperience supporting enrollment fulfillment, group insurance, employee benefits, or related operational functionsKnowledge of workflow optimization, continuous improvement methodologies, or operational excellence practicesExperience leading remote or geographically dispersed teamsFamiliarity with compliance, branding, and regulatory considerations related to insurance enrollment materialsBenefitsOvertime eligible: ExemptDiscretionary bonus eligible: YesSales bonus eligible: NoEmployees are eligible for an annual discretionary bonusEmployees may also be eligible to participate in an incentive programWe 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 programsCompany OverviewFor over 180 years, we’ve helped turn your biggest dreams into milestones that last a lifetime. It was founded in 1845, and is headquartered in Leawood, Kansas, USA, with a workforce of 10001+ employees. Its website is https://www.newyorklife.com/amn.Company H1B SponsorshipNew York Life has a track record of offering H1B sponsorships, with 19 in 2026, 148 in 2025, 99 in 2024, 85 in 2023, 77 in 2022, 48 in 2021, 65 in 2020. Please note that this does not guarantee sponsorship for this specific role.