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About the Role

Supporting all Value Streams, this Shared Services team oversees and governs third-party vendors and strategic partnerships. The team ensures vendors meet their service level agreements (SLAs) and consistently deliver timely, accurate services, while maintaining an exceptional experience for clients, agents, and internal stakeholders. Additionally, the team monitors vendor-related expenses to ensure all charges are appropriate and aligned with services provided. This Senior Associate role is critical in vendor performance management, ensuring Long-Term Care (LTC) vendors meet SLAs, addressing any service issues through escalation and remediation, coordinating vendor-related projects, and serving as the primary liaison between internal stakeholders and our third-party vendors.

Responsibilities

Serve as the primary liaison between LTC vendors and internal stakeholders, maintaining clear communication and providing timely updates on vendor performance and issues
Oversee the vendor governance program for LTC vendors by maintaining all VGP documentation and coordinating formal reviews (e.g., Quarterly Business Reviews) to drive accountability and performance improvement
Monitor and enforce SLA compliance, tracking vendor performance metrics and administering any contractual penalties or credits tied to Service Level Agreement results
Manage vendor issues and escalations end-to-end, from incident triage through remediation, and ensure timely resolution with appropriate leadership visibility for critical issues
Drive vendor process improvements and cross-functional initiatives by collaborating with internal teams (Underwriting, IT, Operations, etc.) and vendors to implement changes that enhance service quality and efficiency
Coordinate vendor contracts and renewals with Procurement, ensuring all contract terms (scope, pricing, performance standards) are adhered to and updated as needed
Support compliance and risk oversight by facilitating TPRM assessments, audit inquiries, and business continuity reviews for vendors, and verifying that vendors meet NYL’s regulatory and security requirements
Oversee vendor billing and expenses, validating invoices, ensuring accurate charge allocation, and addressing any discrepancies in partnership with Finance. This includes conducting user access reviews to vendor systems.

Requirements

Vendor Management experience is required
General knowledge of Long-Term Care insurance is preferred
Remote work environment experience is preferred
Self-starter comfortable analyzing complex data, identifying and implementing solutions, and driving continuous process improvements
Quick learner able to work under limited supervision, with a continuous improvement mindset to proactively spot problems and propose solutions
Experience delivering high-caliber service to internal and external customers
Proven ability to prioritize and handle multiple projects concurrently

Skills

Strong Microsoft Excel skills
Proficiency with Tableau or other data visualization tools
Excellent written and verbal communication skills
Tableau, Qlik or similar data visualization tools/programs
Advanced Microsoft Office (Excel, PowerPoint, Word, Outlook) skills
Experience using AI tools preferred

Location

Austin, TX
Dallas, TX
New York, NY

Work Type

Hybrid - 3 days per week
Tuesday - Thursday in office
Monday - Friday work from home

Experience Level

Senior Associate

Education Level

Bachelor’s degree

Salary/Compensations

$73,000 - $115,000

Benefits

Full package of benefits for employees
Unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs
Annual discretionary bonus
Eligibility to participate in an incentive program

About the Company

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.
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.

Equal Opportunity

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.