Overview A career with us means you'll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love. We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are. Job Description Disability Income Business Operations Consultant Disability Income Customer Care Centers Full-time, Springfield, MA The Opportunity As a Disability Income Business Operations Consultant , you will serve as the primary representative of the DI Customer Care team on both tactical and strategic projects related to Disability Income call infrastructure and post-issue service processing. This includes supporting new initiatives and enhancements to Disability Income products, overseeing system migrations, and leading production support. You will work within a dynamic, innovative, and collaborative environment focused on enhancing tactical and strategic initiatives for DI products, call center operations, and post-issue processing, all aimed at delivering exceptional experience. Additionally, you will act as a key point of contact for projects involving the call center and all post-issue service functions. Th e Team You will join a team dedicated to supporting Disability Income Call Centre and Post-Issue service functions through various means, including technical subject matter expertise, system migrations, leadership on projects, DI AAX service improvements, reporting, service escalations, and capturing the voice of the customer. The team's core responsibility is to ensure outstanding experiences for advisors and customers. By consistently seeking opportunities for improvement, the team strives to enhance the overall customer journey. Embodying agility, resilience, accountability, business acumen, and strong communication skills, you will contribute to elevating the experience for customers, field personnel, and internal and external business partners. The Impact As a key contributor in this position, you will play a pivotal role in driving operational excellence, fostering innovation, and shaping the customer experience. Your work will influence critical decisions and help lead transformative initiatives. Key responsibilities include, but are not limited to: Lead with

Expertise:

Manage senior-level escalations with precision, ensuring timely analysis and resolution. Communicate with

Clarity:

Deliver complex decisions promptly and accurately to colleagues and stakeholders.

Drive Continuous Improvement:

Elevate service delivery for customers and advisors by acting on feedback from the AAX Committee. Collaborate for

Impact:

Partner across teams to solve complex business challenges and spearhead project initiatives.

Champion Change:

Promote a culture of exceptional customer service, innovation, and adaptability.

Shape Strategic Outcomes:

Participate in analysis, requirements gathering, testing, and communication for major projects.

Maintain Excellence:

Keep guidelines and SOPs current and relevant.

Identify Opportunities:

Spot process gaps and recommend actionable improvements.

Think Critically:

Apply analytical skills to assess risks and resolve issues effectively.

Leverage Data:

Use insights to inform decisions and craft impactful communications.

Support Growth:

Contribute to departmental strategy and continuous process optimization. Minimum Qualifications Bachelor's Degree or Associate's Degree and 7+ years of business analysis experience 5+ years of experience in business analysis 2+ years of experience in process analysis and continuous improvement 2+ years demonstrated in root cause analysis and pattern identification 2+ demonstrated ability to leading both tactical and strategic projects 2+ years of experience presenting project updates, business recommendations, or operational results to leaders, business partners, or cross-functional stakeholders, with demonstrated verbal and written communication skills. Ideal Qualifications Bachelor's degree in business administration, Information Technology, Engineering, or a related field DI Product knowledge In-depth knowledge of operational management and technical expertise to serve as a decision-maker for DI service and post-issue functions Experience managing complex cases with attention to detail Effective collaboration, negotiation, influence, and relationship-building abilities, with a focus on humility, respect, urgency, curiosity, and courage Exceptional verbal and written communication skills, ability to present project updates to senior leaders and business partners Positive, inclusive, agile, and collaborative approach Commitment to customer focus, innovation, strategic thinking, and influencing outcomes Critical thinking and problem-solving skills, utilizing data for resolutions Ability to independently apply knowledge, address issues, and engage in constructive conversations to improve service Organizational skills to prioritize tasks and manage multiple responsibilities effectively Flexibility to handle changing priorities Enthusiasm to work with a global team What You Can Expect at MassMutual MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect: Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes A collaborative environment where perspectives are welcomed Access to learning, development, and internal networks that support continuous growth and skill-building over time Employee-led communities and forums that foster connection, learning, and inclusion across the organization A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset #LI-JF1 MassMutual is an equal employment opportunity employer. We welcome all persons to apply. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

California residents:

For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page. MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

Salary Range:

$88,300-$115,900 Award-Winning Culture MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. It's more than our company structure — it's our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources and rely on each other when it counts. We strive to build a thriving community where everyone is valued, included, and feels that they belong. At MassMutual, we Live Mutual. How We Work MassMutual's flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year. Benefits for the whole you (and your loved ones) There's more to your life than your job and there's more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you'd expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave. Explore some of our offerings below. Paid Time Off In addition to generous vacation time, paid holidays, and flexible holidays, MassMutual offers 'take care' time to care for yourself or someone you love—whether for physical illness or mental health. Health & Well-Being In addition to top-line medical and dental coverage, personalized mental health solutions, on-site and virtual health coaching, and much more, MassMutual reimburses employees up to $1,250 per year for eligible expenses supporting mental, physical, and financial well-being. Financial Well-Being In addition to competitive salaries and bonuses, educational assistance programs, and much more, MassMutual offers up to a 10% total 401(k) benefit, consisting of a 5% company match and a 5% annual contribution. Taking Care MassMutual offers generous maternity and parental leaves, as well as bereavement leave to mourn the loss of a loved one (and the employee defines 'loved one'). In addition, we offer up to 320 hours of caregiver leave to help employees support loved ones in times of need. Giving Back MassMutual offers three paid days for employees to volunteer with eligible nonprofits of their choice, and the MassMutual Foundation matches employee donation dollars to eligible nonprofit organizations up to $5,000 annually. Commuter Benefits MassMutual offers a Qualified Commuter Program through which eligible employees can pay qualified workplace commuting expenses with before-tax dollars, as well as a commuter wallet option for employees based at Boston and NYC campuses.