Director of Implementation

New York Life • New York, NY

20h • $100,000 - $135,000 • Remote

About The Position

The Implementation Director provides strategic leadership and operational governance for end-to-end client implementations for Group Benefit Solutions (GBS). This role leads a team of Implementation Resources to ensure consistent, high-quality delivery of complex, multi-product implementations.
The Director translates organizational strategy into execution standards, drives service excellence, and ensures operational effectiveness across life, accident, disability, and voluntary products. The role is accountable for client outcomes, implementation velocity, operational efficiency, and overall service differentiation in the marketplace.

Requirements

• Demonstrated leadership experience within implementation, onboarding, operations, or client delivery environments.
• Strong understanding of group benefits products and multi-product implementation complexity.
• Proven experience leading in matrixed, cross-functional environments.
• Track record of driving operational excellence, workflow optimization, and scalable process improvements.
• Experience leading change and supporting operational transformation initiatives.
• Ability to manage complex issues, escalations, and multiple workstreams in a fast-paced environment.
• Strategic and systems thinker who anticipates downstream impacts and drives scalable solutions.
• Consultative leader who influences through expertise and partnership.
• Strong ownership mindset with clear accountability for outcomes.
• Effective change leader with resilience and transparency.
• Executive presence with ability to engage senior internal and external stakeholders.
• Data-driven decision maker with strong analytical and problem-solving skills.
• Excellent communication, negotiation, and interpersonal skills.

Nice To Haves

• Undergraduate degree preferred.
• 5+ years of progressive leadership experience preferred.

Responsibilities

• Lead and develop a team of 10–15 implementation resources.
• Foster a high-performance culture focused on accountability, continuous improvement, recognition, and open communication.
• Coaches on consultative skills and client-centric decision-making.
• Recruit, develop, and retain top talent while building bench strength.
• Oversee end-to-end execution of multi-product implementations, ensuring consistent workflows across Salesforce Workflow+.
• Drive adherence to our service excellence within the team and in all interactions with business partners throughout the operation through conducting process confirmations and monitoring of team performance metrics.
• Align client complexity and product mix with appropriate implementation resources.
• Manage workload balancing and resource assignments to support peak demand.
• Serve as escalation point for complex client and cross-functional challenges.
• Own quality, satisfaction, efficiency, and implementation outcomes of department.
• Establish and manage KPIs and OKRs; leverage analytics to drive decision-making.
• Translates organizational strategy and market expectations into actionable priorities and execution standards.
• Identify process gaps, risks, and improvement opportunities in partnership with process owners.
• Lead and support operational transformation initiatives, including AI and automation adoption.
• Drive consistency, scalability, and continuous improvement across implementation practices.
• Represent Client Readiness in cross-functional and enterprise initiatives.
• Build strong partnerships with Distribution, Operations, Product, and Account Management.
• Engage directly with clients and brokers as needed, incorporating Voice of the Customer (VoC) and NPS insights to strengthen service differentiation.
• Ensure implementation delivery fulfills commitments made during the sales process through transparency, communication, product expertise, and service excellence.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director