Manager, Enrollment Fulfillment Operations

Role Description

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.

Qualifications

• 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.

Requirements

• 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.

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.