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

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