Senior Associate, Website and Salesforce Support

New York Life; New York (NY); Hybrid; USD 81,000 - 116,000; Full time

Job summary

New York Life is seeking a Senior Associate to oversee the Third-Party Change Management and Optimization initiatives, ensuring timely, efficient changes across Salesforce and the website. You will manage a structured backlog, partner with stakeholders, and deliver iterative enhancements to boost user experience and operational efficiency.

The role requires 6+ years of annuity experience, a Bachelor’s degree, and strong analytical and communication skills.

Qualifications

• 6+ years of annuity related experience is required.
• Bachelor’s Degree required.
• Ability to work as a team member.
• Knowledge of annuity products, procedures, processes, and distribution is required.
• Familiarity with Agentforce capabilities (e.g., automation, AI driven support, workflow optimization) and how they apply to servicing models.
• Must possess excellent organizational and time management skills.
• Initiative-taking individual who is skilled at troubleshooting and problem solving.
• Strong written and verbal communication skills
• Excellent analytical skills with attention to detail are required.
• Proven ability to multi-task and quickly assess and adjust priorities.
• Proactive mindset and strong work ethic
• Understanding of Third-Party distribution channel
• Proficiency with NYL systems such as rPay, DMS, AWF, and Salesforce
• Proficient in MS Word, Excel, and PowerPoint

Responsibilities

• Support and coordinate the implementation, customization, optimization, and testing of multiple platforms for products, regulatory changes, and enhancements that relate to the Third-Party Distribution service organization.
• Manage and maintain a centralized intake and prioritization framework (backlog) for all changes using Agile principles.
• Ensure changes are delivered iteratively with clear acceptance criteria, testing, and stakeholder validation.
• Monitor and optimize team performances, identify areas for improvement, and implement enhancements to streamline processes and increase efficiency.
• Identify opportunities to leverage Agentforce (e.g., automation, guided workflows, AI-driven insights, case management enhancements) to improve service efficiency and user experience.
• Maintain thorough documentation of enhancements, as well as generating reports and analytics to track usage of platforms.
• Partner closely with service and technology to deliver scalable, user-focused solutions.
• Analyze processes and platform usage to identify inefficiencies and implement improvements that increase capacity and reduce manual effort.
• Communicate with and respond to inquiries from internal and external customers regarding product and regulatory changes that impact Salesforce and website.
• Represent the team in meetings with other NYL Departments as required.
• Keep up to date on best practices, industry trends, and new enhancements to drive efficiencies on platforms.
• Work closely with the development and design teams to implement new features and updates as defined and executed for the website as well as Salesforce.

Skills

Annuity experience

Team player

Analytical skills

Communication skills

Problem solving

Proactive mindset

Time management

Prioritization

Attention to detail

Self-motivation

Industry knowledge

Education

Bachelor’s Degree

Tools

rPay

DMS

AWF

Salesforce

MS Word

MS Excel

PowerPoint

Job description

Location Designation: Hybrid - 3 days per week

Role Overview

The Third-Party Change Management and Optimization team oversees product and regulatory changes that impact the entire Third-Party service organization. This role operates at the center of business, technology, and service, ensuring changes are delivered efficiently, accurately, and with measurable value. The team strives to modernize the business, improve processes, create capacity to focus on high value-added work, promote continuous improvement, reduce expenses, and allow the business to enhance the team as well as the customer/advisor experience. The Senior Associate will ensure the smooth and continuous operation of our website and Salesforce by performing regular updates, troubleshooting issues, and ensuring optimal user experience on platforms. The Senior Associate plays a key role in driving initiatives. This includes managing a structured backlog, partnering with cross functional stakeholders, and delivering iterative enhancements that improve user experience and increase operational efficiency. The Senior Associate will also own relevant metrics that measure success and report back to management on the results.

What You'll Do

• Support and coordinate the implementation, customization, optimization, and testing of multiple platforms for products, regulatory changes, and enhancements that relate to the Third-Party Distribution service organization.
• Manage and maintain a centralized intake and prioritization framework (backlog) for all changes using Agile principles.
• Ensure changes are delivered iteratively with clear acceptance criteria, testing, and stakeholder validation.
• Monitor and optimize team performances, identify areas for improvement, and implement enhancements to streamline processes and increase efficiency.
• Identify opportunities to leverage Agentforce (e.g., automation, guided workflows, AI-driven insights, case management enhancements) to improve service efficiency and user experience.
• Maintain thorough documentation of enhancements, as well as generating reports and analytics to track usage of platforms.
• Partner closely with service and technology to deliver scalable, user-focused solutions.
• Analyze processes and platform usage to identify inefficiencies and implement improvements that increase capacity and reduce manual effort.
• Communicate with and respond to inquiries from internal and external customers regarding product and regulatory changes that impact Salesforce and website.
• Represent the team in meetings with other NYL Departments as required.
• Keep up to date on best practices, industry trends, and new enhancements to drive efficiencies on platforms.
• Work closely with the development and design teams to implement new features and updates as defined and executed for the website as well as Salesforce.

What You'll Bring

• 6+ years of annuity related experience is required.
• Bachelor’s Degree required.
• Ability to work as a team member.
• Knowledge of annuity products, procedures, processes, and distribution is required.
• Familiarity with Agentforce capabilities (e.g., automation, AI driven support, workflow optimization) and how they apply to servicing models.
• Must possess excellent organizational and time management skills.
• Initiative-taking individual who is skilled at troubleshooting and problem solving.
• Strong written and verbal communication skills
• Excellent analytical skills with attention to detail are required.
• Proven ability to multi-task and quickly assess and adjust priorities.
• Proactive mindset and strong work ethic
• Understanding of Third-Party distribution channel
• Proficiency with NYL systems such as rPay, DMS, AWF, and Salesforce
• Proficient in MS Word, Excel, and PowerPoint

Pay Transparency

Salary Range: $81,000-$115,500

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.

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

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. Click here to discover more about our comprehensive benefit options or visit our NYL Benefits Site.

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.

Click here to learn more about New York Life’s leadership in this space.

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 www.NewYorkLife.com.

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.