Role Description The Implementation Specialist is accountable for the end-to-end delivery of assigned New York Life Group Benefit Solutions (GBS) product implementations for new and existing clients. This role leads implementations from point of sale through transition to ongoing account management, ensuring timely, accurate, and high-quality execution. Operating under manager oversight, the Implementation Specialist independently manages a portfolio of low to moderate complexity cases and is responsible for overall implementation outcomes. The role provides structured client guidance, applies professional judgment within established guidelines, and drives cross-functional coordination to deliver a positive and seamless client experience. What You'll Do: - End-to-End Implementation Ownership: - Owns the full lifecycle of assigned implementations, including enrollment readiness, data exchange setup, contract delivery, configuration, premium administration actions, and transition to service. - Leads implementations independently — not in a support capacity — with direct accountability for timeliness, accuracy, and execution quality. - Establishes and manages milestone timelines, proactively identifying risks and driving resolution to ensure successful go-live. - Coordinates and aligns internal stakeholders including Data Exchange, Premium Administration, Enrollment, Contracts, Configuration, Claims, Sales, and Account Management. - Ensures deliverables are completed in accordance with defined implementation standards, processes, and service expectations. - Maintains comprehensive and accurate documentation throughout the implementation process. - Client Guidance and Expertise: - Serves as the primary implementation lead and point of contact for clients, brokers, and internal partners during the implementation phase. - Provides structured guidance and education to clients regarding plan design requirements, enrollment processes, data exchange specifications, and administrative workflows. - Interprets client needs and translates them into clear operational requirements for internal teams. - Advises clients on process requirements, timelines, risks, and best practices to support informed decision-making. - Manages expectations through clear, proactive communication and professional issue resolution. - Applies working knowledge of Group Benefit products (e.g., VB, LAD, Absence) to ensure accurate setup and client readiness. - Decision-Making and Professional Judgment: - Operates with manager-level oversight, exercising independent judgment within established policies and implementation guidelines. - Makes day-to-day decisions regarding scope clarification, milestone management, issue resolution, and stakeholder coordination. - Escalates complex, non-standard, or high-risk issues appropriately to leadership. - Balances multiple concurrent implementations, prioritizing effectively to meet service and quality expectations. - Identifies routine process improvement opportunities and participates in continuous improvement initiatives. - Scope: - Manages implementations for stand-alone policies across the Group Benefit product suite for clients with fewer than 1,000 lives. - Oversees a portfolio of low to moderate complexity implementations. - Does not supervise other employees but may provide informal guidance related to implementation processes. Qualifications - 1–2 years of experience in insurance, benefits, or a related industry. - 1–2 years of client-facing or customer-facing experience preferred. - Working knowledge of one or more Group Benefit products. - Strong organizational skills with demonstrated ability to manage multiple timelines. - Effective written and verbal communication skills. - Ability to exercise sound judgment within defined processes and policies. - Bachelor’s degree preferred or equivalent work experience. Requirements - Salary Range: $65,000-$85,000 - 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. - Employees are eligible for an annual discretionary bonus. - In addition to base salary, employees may also be eligible to participate in an incentive program. 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. Company Description 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.

• Lead end-to-end project management for the implementation of a variety of software solutions • Ensure successful delivery within scope, schedule, and budget constraints • Maintain organization's effectiveness and efficiency by defining, delivering and supporting strategic plans • Direct technological research by studying organization goals, strategies, practices, and user projects • Complete projects by coordinating resources and timetables with user departments and data center • Verify application results by conducting system audits of technologies implemented • Preserve assets by implementing disaster recovery and backup procedures and information security and control structures • Provide strong leadership and mentorship to project team members • Identify project level metrics and KPIs relevant to project success • Conduct post project reviews to collect data, analyze trends and report on performance • Work with the business community to document functional test scenarios, test plans, and end-user acceptance testing

• Completes amendment activities within assigned projects and ensures amendment deliverables meet customer expectations, as well as contracted milestones by providing accurate projections, report updates, and ongoing risk assessments. • Supports the amendment implementation strategy at country and site levels, within a region or globally • Supports understanding of amendment scope, classification and timelines • Supports requests of country resources in Clarity • Collaborates with project teams on amendment planning • Discusses financial coverage for an amendment with the Project Lead • Tracks amendment related actions and facilitates updates within applicable system(s) • Schedules and conducts progress check calls with project teams • Updates Principal Investigator Amendment Notification and Amendment Implementation Letters • Liaises with the Regulatory Affairs Leads and project teams to assess amendment’ submission requirements and country submission timelines • Prepares and distributes the Amendment Progress Report and other applicable study reports to project teams to act on compliance gaps as applicable, directly in systems, providing a deadline for feedback • Updates forecasting and actuals for amendment related units according to Clarity monthly deadlines • Informs project team members when amendment activities have been completed • Supports risk identification and contingency planning pertaining to amendments • Introduces roles and responsibilities to project team • Requests access to study related systems

• Lead the end-to-end implementation process for new customers, from kickoff to go-live • Gather and analyze client requirements to tailor our platform to their workflows • Configure customer environments, dashboards, and integrations based on best practices • Develop clear project plans, timelines, and milestones, and communicate progress to internal and external stakeholders • Conduct training sessions and knowledge transfer for client teams • Troubleshoot and resolve technical and operational issues during onboarding • Continuously document and refine implementation playbooks, templates, and checklists • Serve as a trusted advisor to clients, ensuring a positive onboarding experience and smooth handoff • Moonlight as our support team, answering tickets and helping the Customer Success team ensure continued care post go-live