• Centralizing Customer Onboarding Content. • Centralizing Partner-Facing Resources. • Centralizing Community Management. • Driving Product Adoption. • Partnering with Internal Teams on Product Curriculum. • Enablement Analytics.

• Drive new customer onboardings and expansion implementations end-to-end • Use LogicGate’s AI-driven assistant, Config Newton to automate work • Proactively solve upstream business problems to prevent churn • Contribute to reducing implementation timelines through efficiency and AI • Act as a trusted advisor, using exceptional listening to understand business problems • Design and build "sticky" Risk Cloud applications • Maintain a bias for action by saying “yes” to challenges

• Own the end-to-end lifecycle marketing strategy and roadmap across email, SMS, subscription, loyalty, post-purchase journeys, etc.. • Define KPIs, report on performance, identify insights, run effective tests, make recommendations, and deliver tangible performance improvements • Identify key gaps and improvement opportunities and build the initiative roadmap • Prioritize goals and initiatives effectively to focus on the most impactful opportunities • Ensure initiatives and outcomes are aligned with overall company goals and targets • Develop an impactful Email / SMS strategy including KPIs, goals, and priorities • Define the end-to-end customer communication strategy (e.g., onboarding, retention, replenishment, up/cross-sell, win back, re-engagement, cart-abandonment, reminders) • Manage the Email and SMS team to deliver high quality campaign / flow development and execution in Klaviyo • Define segments and build personalized journeys that deliver incremental performance • Use data driven insights to improve performance and communicate key insights, results, and priorities effectively to the leadership team • Collaborate effectively with the Brand / Creative teams to develop high quality briefs and output align with both performance brand objectives • Proactively track market best practices, new AI capabilities & tools, and industry trends to deliver best in class outcomes • Balance promotional, educational, product-focused, and lifecycle messaging to drive revenue while protecting customer trust. • Streamline workflows, briefing, reporting, QA, and lifecycle operations for speed, accuracy, and scale. • Develop a high impact subscription, loyalty, and post purchase strategy to drive effective financial and customer outcomes • Manage the retention team on CRM execution for subscription touchpoints, including subscriber messaging, add-ons, cancellation prevention, churn reduction, and retention. • Support loyalty and rewards communications, repeat-purchase nudges, customer education, and winback opportunities. • Build product-specific education journeys that reinforce product value, usage, routines, and reasons to continue. • Develop segmentation and A/B testing strategies across audiences, subject lines, send timing, offers, creative, messaging, and automated journeys. • Analyze weekly performance across email, SMS, automated flows, subscription touchpoints, and lifecycle campaigns. • Track key metrics including revenue, conversion, click rate, open rate, unsubscribe rate, repeat purchase, subscription conversion, churn signals, deliverability, and LTV. • Build an effective measurement and incrementality testing capability and collaborate closely with acquisition to ensure full-funnel alignment • Partner with Analytics and Finance to connect CRM activity to customer behavior, retention outcomes, revenue, and business performance. • Lead the customer support team to support overall customers and business goals (including marketing and operations priorities) • Build a AI enabled function that balances customer outcomes, compliance requirements, and business priorities in an impactful and cost effective manner

Location Designation: Fully Remote Business Unit Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-size and large companies. Our work fosters a healthier, happier and more secure workforce, contributing to New York Life's legacy of being there when we're needed most. Here, you'll design, implement and support these solutions directly impacting customers' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits and life insurance solutions. Role Overview The Manager, Enrollment Fulfillment Operations is responsible for leading a remote team supporting enrollment fulfillment operations within Group Insurance Sales. This role oversees operational execution, employee development, process optimization, and cross-functional collaboration to ensure timely, accurate, and compliant delivery of enrollment materials and requests. The position plays a key role in driving operational excellence initiatives, enhancing customer experience, and supporting organizational scalability and change management efforts. What You'll Do: Team Leadership & Employee Development • 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. Operational Excellence & Continuous Improvement • 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. Enrollment Fulfillment Operations • 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. Cross-Functional Partnership & Change Leadership • 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. What You'll Bring: Required 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. Preferred Skills • 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. Pay Transparency Salary Range: $90,000-$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: 94074