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