Location Designation: Fully Remote Location: There is a preference for candidates located within a commutable distance of our Philadelphia, PA or Bethlehem, PA offices, where key team members are based, or remote candidates based in Iowa. Role Overview: Ensure the sustainment of the Continuous Improvement (CI) Management System within a single function or department in Service Operations. Coach Tier 1-2 leaders (Team Leads and Directors) on foundational Continuous Improvement (CI) tools and systems. Focus on local execution, capability building, and continuous improvement to support annual performance targets and team-level transformation. What You'll Do: - Continuous Improvement (CI) Coaching & Capability Building: - Coach Tier 1-2 leaders on core CI tools (e.g., RCPS, standard work, visual management) - Build CI capabilities in individual teams to embed CI behaviors - Facilitate CI onboarding for new hires using standardized training materials - Sustainability & Assessments: - Act as an assessor for Management System Assessments (MSAs) - Co-develop and support execution of 100-day plans tied to MSA outputs - Customize and apply CI tools to team-specific needs; conduct tool reviews with Tier 3 leaders - Performance & Value Capture: - Support business teams to deliver 3-5% value creation through structured improvement initiatives - Assist with balanced scorecard metrics tracking at the team level - Continuous Improvement (CI) Tools & Systems Integration: - Apply foundational CI tools across teams and ensure adoption through local coaching - Customize tools for team-level use while adhering to COE standards - Strategy Deployment & Performance Alignment: - Align team-level goals with business scorecards using visual tools - Co-develop MSA-based improvement plans; support teams in tracking outcomes - Collaboration & Mentorship: - Participate in the CI Community of Practice - May mentor newer SLs and Change Agents informally What You'll Bring: - Deep knowledge of Continuous Improvement (CI) tools and systems and experience coaching others - Familiarity with OEI, Shingo, or equivalent frameworks - Experience/background in Group Insurance and/or Service Operations a plus - Strong relationship building and ability to influence front-line and mid-level leaders - Leadership and change management experience - Lean Six Sigma certification (Green Belt/ Black Belt) preferred - Proficient in Excel and PowerPoint Pay Transparency Salary Range: $75,000-$115,000 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 hereto 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. Visit our LinkedIn to see how our employees and agents are leading the industry and impacting communities. Visit our Newsroom to learn more about how our company is constantly evolving to meet our clients' and employees' needs. Job Requisition ID: 93456

• Develop and maintain strategic roadmap for Partner capabilities enhancements and initiatives • Drive Partner Capabilities system roadmap evolution to support strategic objectives • Align with Go-to-Market teams on business priorities and policy implementation • Gather business requirements for new enhancements and initiatives • Serve as primary subject matter expert and escalation point for designated Partner capabilities • Manage system improvement lifecycle from discovery to implementation with stakeholder alignment • Implement data governance processes to ensure system performance and data integrity • Establish KPIs (adoption rates, SLAs, support metrics) to identify optimization opportunities • Troubleshoot and resolve system defects and technical issues • Monitor system workflows to ensure stability and optimal performance • Create and maintain comprehensive system documentation and logical workflows • Coordinate cross-functional documentation of processes and Partner integration workflows • Collaborate with IT on requirements, documentation, user stories, testing, and training • Lead change management, including training materials and transition documentation

• Provide strategic leadership to a team of DT Product Owners and Analysts supporting Operations & Supply Chain applications • Own and mature the sustainment operating model by driving standardized processes, consistent documentation, and best‑practice adoption • Lead governance routines including backlog prioritization, Change Control Boards, and cross‑functional decision forums • Act as the senior escalation leader for complex, cross‑functional, or high‑impact issues, ensuring timely resolution and adherence to service‑level expectations • Build strong partnerships with Operations, Supply Chain, and DT/IT teams to ensure clarity of requirements and alignment of priorities • Oversee sustainment readiness for new applications, including transitions to sustainment, documentation, and knowledge transfer • Ensure Disaster Recovery and IT security compliance activities are completed accurately and on schedule • Drive continuous improvement initiatives to increase process maturity, enhance tools, and improve customer satisfaction • Foster a culture of accountability, operational excellence, and customer focus across the sustainment team

• Collaborate with stakeholders to analyze, design, and implement cutting-edge processes within the Joint Transportation Management System. • Lead and conduct comprehensive reviews, analyses, and reengineering of business processes and provide DoW subject matter expertise and decision support. • Ingest and validate process artifacts and models. • Perform analysis on business or system processes to identify opportunities for process automation or cost reduction, improvement, and increased efficiency and auditability and provide advice and recommendations. • Collaborate with stakeholders, including USTRANSCOM, JDDE, and other JTMS contractors, to ensure accurate process capture, document and validate requirements, establish acceptance criteria, build business cases, estimate benefits and risks, and gain stakeholder buy-in. • Facilitate BPR Fit-to-Standard workshops and stakeholder reviews to drive alignment and secure buy-in. • Identify and address gaps between current processes and solution capabilities, recommending alternatives to fill these gaps. • Leverage Model Based System Engineering (MBSE) to develop process models, capture business rules, decision logic, exception handling, and end-to-end process flows. • Work closely with IT, solution architects, and developers to ensure technical solutions align with business needs and process design. • Support the implementation of reengineered processes and participate in user experience reviews, testing, training, and change management efforts to validate that solutions meet business requirements and promote adoption of standardized processes and tools. • Monitor and measure the performance and effectiveness of reengineered processes using established KPIs and other metrics. • Establish and maintain process governance, controls, and compliance standards; monitor process performance and lead remediation where needed.