Head of Customer Care Centers

The Opportunity (a.k.a. Your Mission) As the Head of Customer Care Centers, Operations, you won't just run a call center — you'll shape how millions of customers and advisors experience MassMutual every day. This role is responsible for creating a sustainable, scalable service model across Life, Annuity, and Disability businesses while supporting policyholder services and claims teams. Pivotal to your success will be strong partnerships with field leaders and third-party distribution partners as you design a service experience that is both cost-effective and advisor experience focused. You'll join a driven, collaborative Operations organization that supports approximately 2.5 million customers and enables new sales across Life, Annuity, Disability, and Pension Risk Transfer insurance lines. We pilot new service models, challenge each other openly (regardless of title), and rely on data to guide smart decisions — all while operating within a large, established organization that's evolving every day. If you enjoy building strategy, leading transformation, and creating an environment where people do their best work and enjoy doing it, this role was built for you. The Team (Who You'll Lead and Inspire) You'll lead a geographically distributed customer care organization of approximately 400+ employees across multiple locations. This includes responsibility for staffing, developing, and retaining a talented, diverse, and highly engaged workforce. The Customer Care organization delivers efficient, high-quality service to customers and advisors and partners closely with Policyholder Services, Claims, Product, Actuarial, Legal, Technology, Data Analytics, and Global Capability Centers. Culturally, the team values: Open and respectful challenge Continuous improvement over "we've always done it this way" Shared accountability for outcomes A healthy balance of discipline, innovation, and fun The Impact (What Success Looks Like) In this role, you will: Develop and lead execution of MassMutual's Operations overall call center strategy, setting clear direction while remaining adaptable as the business evolves Bring strategy to life by improving customer and advisor experiences, reducing operating costs, and leveraging technology, process improvement, and talent development Lead and develop a large operations organization, ensuring staffing models flex with demand and people feel supported, challenged, and proud of their work Foster a culture of innovation, experimentation, and continuous improvement — where ideas are tested, learning is celebrated, and progress is visible Establish and monitor key performance metrics, using data to guide decisions, coaching, and training efforts Lead and participate in key Operations initiatives and maintain awareness of industry trends and best practices Serve as a primary liaison across Product, Actuarial, Legal, Field Sales, Technology, and other partners to deliver strong, integrated service solutions Identify customer journey gaps, build practical improvement plans, and manage Life, Annuity, and Disability capability and technical roadmaps Leverage of modern technology platforms and digital capabilities — including customer engagement, chat, and AI enabled tools — to drive service transformation, improve associate efficiency, and elevate advisor and customer experiences. Experience with platforms such as Genesys and Salesforce strongly preferred. The Minimum Qualifications (What You Need to Get in the Door) Bachelor's degree or equivalent work experience 12+ years of demonstrated leadership experience in financial services operations Proven experience leading large-scale teams and/or complex operational initiatives within the life insurance industry Demonstrated ability to set performance expectations, manage service outcomes, and lead teams in a dynamic, client & customer focused environment Experience creating and implementing strategy and driving change - with both discipline and empathy The Ideal Qualifications (What Helps You Thrive Here) Advanced degree (MBA preferred) Professional designations such as CLU, ChFC, or CFP Strong operational knowledge across New Business, Underwriting, Technology, Post Issue, Legal, Risk, and Claims A proven track record of balancing customer service excellence with sound business judgment Strong influencing, negotiation, and executive communication skills Comfort working with third-party vendors and distribution partners A leadership style that blends accountability, curiosity, and approachability What to Expect as Part of MassMutual and the Team Regular leadership and operational meetings where your voice matters Focused one-on-one time with your manager Ongoing opportunities for learning, development, and growth A culture that values ethics, integrity, collaboration, and data driven decision-making Leaders who take the work seriously — but don't take themselves too seriously #LI-LS1

Compensation:

$209,400-$292,200 base salary range In addition to base salary, incentive pay is a significant portion of total compensation for this role, including competitive annual bonuses and long-term awards. At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Why Join Us. We've been around since 1851. During our history, we've learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard. We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. 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. At MassMutual, we Live Mutual. 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. At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component. For more information about our extensive benefits offerings please check out our Total Rewards at a Glance. At MassMutual, we're passionate about helping people secure their future and protect the ones they love. A career with us means you'll help our customers protect what matters most. It also 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 makes MassMutual a strong, stable and ethical business. We invite you to explore the possibilities. At MassMutual, we believe in the value of being together in our offices and in personal flexibility. Our work environment is one where the majority of our team members work a hybrid schedule — working at least three days in the office (Tuesday, Wednesday and a third day) and the rest remotely, balancing flexibility with in-person collaboration. While the majority of our employees follow this hybrid model, some of our roles continue to be 100% on-site and others may be 100% remote, subject to business needs. 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, policyowners and customers, we are defined by mutuality and our vision to put customers first. 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. At MassMutual, we Live Mutual. If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.