Manager, Enrollment Fulfillment Operations

New York Life•New York, NY

2d•$90,000 - $115,000•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.