[Hiring] Implementation Specialist @New York Life

Role Description

The Implementation Specialist is accountable for the end-to-end delivery of assigned New York Life Group Benefit Solutions (GBS) product implementations for new and existing clients. This role leads implementations from point of sale through transition to ongoing account management, ensuring timely, accurate, and high-quality execution.

Operating under manager oversight, the Implementation Specialist independently manages a portfolio of low to moderate complexity cases and is responsible for overall implementation outcomes. The role provides structured client guidance, applies professional judgment within established guidelines, and drives cross-functional coordination to deliver a positive and seamless client experience.

What You'll Do:

• End-to-End Implementation Ownership
  • Owns the full lifecycle of assigned implementations, including enrollment readiness, data exchange setup, contract delivery, configuration, premium administration actions, and transition to service.
  • Leads implementations independently — not in a support capacity — with direct accountability for timeliness, accuracy, and execution quality.
  • Establishes and manages milestone timelines, proactively identifying risks and driving resolution to ensure successful go-live.
  • Coordinates and aligns internal stakeholders including Data Exchange, Premium Administration, Enrollment, Contracts, Configuration, Claims, Sales, and Account Management.
  • Ensures deliverables are completed in accordance with defined implementation standards, processes, and service expectations.
  • Maintains comprehensive and accurate documentation throughout the implementation process.
• Client Guidance and Expertise
  • Serves as the primary implementation lead and point of contact for clients, brokers, and internal partners during the implementation phase.
  • Provides structured guidance and education to clients regarding plan design requirements, enrollment processes, data exchange specifications, and administrative workflows.
  • Interprets client needs and translates them into clear operational requirements for internal teams.
  • Advises clients on process requirements, timelines, risks, and best practices to support informed decision-making.
  • Manages expectations through clear, proactive communication and professional issue resolution.
  • Applies working knowledge of Group Benefit products (e.g., VB, LAD, Absence) to ensure accurate setup and client readiness.
• Decision-Making and Professional Judgment
  • Operates with manager-level oversight, exercising independent judgment within established policies and implementation guidelines.
  • Makes day-to-day decisions regarding scope clarification, milestone management, issue resolution, and stakeholder coordination.
  • Escalates complex, non-standard, or high-risk issues appropriately to leadership.
  • Balances multiple concurrent implementations, prioritizing effectively to meet service and quality expectations.
  • Identifies routine process improvement opportunities and participates in continuous improvement initiatives.
• Scope
  • Manages implementations for stand-alone policies across the Group Benefit product suite for clients with fewer than 1,000 lives.
  • Oversees a portfolio of low to moderate complexity implementations.
  • Does not supervise other employees but may provide informal guidance related to implementation processes.

Qualifications

• 1–2 years of experience in insurance, benefits, or a related industry.
• 1–2 years of client-facing or customer-facing experience preferred.
• Working knowledge of one or more Group Benefit products.
• Strong organizational skills with demonstrated ability to manage multiple timelines.
• Effective written and verbal communication skills.
• Ability to exercise sound judgment within defined processes and policies.
• Bachelor’s degree preferred or equivalent work experience.

Requirements

• Salary Range: $65,000-$85,000
• 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.
• Employees are eligible for an annual discretionary bonus.
• Employees may also be eligible to participate in an incentive program.

Benefits

• We provide a full package of benefits for employees, 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.

Company Description

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.