Business Unit CI Sustainability Leader - Service Operations

Location Designation: Fully Remote

Location: There is a preference for candidates located within a commutable distance of our Philadelphia, PA or Bethlehem, PA offices, where key team members are based, or remote candidates based in Iowa.

Role Overview

Ensure the sustainment of the Continuous Improvement (CI) Management System within a single function or department in Service Operations. Coach Tier 1-2 leaders (Team Leads and Directors) on foundational Continuous Improvement (CI) tools and systems. Focus on local execution, capability building, and continuous improvement to support annual performance targets and team-level transformation.

What You’ll Do

• Continuous Improvement (CI) Coaching & Capability Building
• Coach Tier 1-2 leaders on core CI tools (e.g., RCPS, standard work, visual management)
• Build CI capabilities in individual teams to embed CI behaviors
• Facilitate CI onboarding for new hires using standardized training materials
• Sustainability & Assessments
• Act as an assessor for Management System Assessments (MSAs)
• Co‑develop and support execution of 100‑day plans tied to MSA outputs
• Customize and apply CI tools to team‑specific needs; conduct tool reviews with Tier 3 leaders
• Performance & Value Capture
• Support business teams to deliver 3‑5% value creation through structured improvement initiatives
• Assist with balanced scorecard metrics tracking at the team level
• Continuous Improvement (CI) Tools & Systems Integration
• Apply foundational CI tools across teams and ensure adoption through local coaching
• Customize tools for team‑level use while adhering to COE standards
• Strategy Deployment & Performance Alignment
• Align team‑level goals with business scorecards using visual tools
• Co‑develop MSA‑based improvement plans; support teams in tracking outcomes
• Collaboration & Mentorship
• Participate in the CI Community of Practice
• May mentor newer SLs and Change Agents informally

What You’ll Bring

• Deep knowledge of Continuous Improvement (CI) tools and systems and experience coaching others
• Familiarity with OEI, Shingo, or equivalent frameworks
• Experience/background in Group Insurance and/or Service Operations a plus
• Strong relationship building and ability to influence front‑line and mid‑level leaders
• Leadership and change management experience
• Lean Six Sigma certification (Green Belt/ Black Belt) preferred
• Proficient in Excel and PowerPoint

Pay Transparency

Salary Range: $75,000-$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.

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. 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 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.