Customer Care Director

| Greater Boston Area

 

Job Description

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

We build trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual. If this sounds like a fit, we’re looking to hire a Digital Operations – Customer Care Lead, to join our Digital Operations team.

Description

Digital Operations – Customer Care Lead

Full-Time

Enterprise Technology and Experience

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.
  • Recognized as a 2019 World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: 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.

Why we need you.

  • We’re growing, and our clients deserve the best. As a Digital Operations – Customer Care Lead you’ll have an opportunity to manage a team of 10-15 individuals, to support MassMutual’s Coverpath product.
  • In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

Objectives of this role – What success looks like:

  • Monitoring the production and service accuracy and quality of our Advocates through metrics and reporting, ensuring the team is delivering gold standard of service
  • Applying knowledge to handle all but the most complex situations independently, understanding where and when to engage peer Directors and Consultants regarding Advocate feedback, trending and performance issues
  • Contributing to the evaluation of business processes, offering feedback to requirements, identifying areas for improvement and supporting the development and implementation of solutions in partnership with peer Directors and Consultants
  • Leveraging data to understand Customer Care performance, and analyze data to then influence changes to our process, training, coaching models, driving improved advisor, customer and associate experiences
  • Leading Others: Creating an environment where teams work at their best, feel supported and valued and drives results for our business, balancing getting the work done with being "human" and willing to laugh and have fun

What your days and weeks will include:

  • Motivate and align your team to our strategic approach, supporting the servicing needs of our clients and advisors as we scale Coverpath business through our new platform
  • Being able to work within an 8AM-8PM environment (Weekends and night shift are NOT required in this role)
  • Managing self and team through change, supporting a focus on incremental improvement above perfection
  • Collaboration with business partners in NY and other peers
  • Accountability for coaching, training as needed
  • Lead the development of the front-line team who will be servicing advisors and customers.
  • Strong learning agility, critical thinking and effectively utilizing data to drive decisions
  • Inclusion: A team mindset, encouraging individual engagement, building trust, fostering strong relationships and doing whatever it takes to get the job done for each and every member of our team
  • Resilience: Ability to rebound from failures, seeing the lesson as the opportunity to learn and grow and demonstrating composure and confidence in difficult and turbulent times
  • Foster a culture that supports empowerment of your team, finding ways to uplift the group, while challenging them to perform better every day
  •  Identify ways to improve the way we operate our business
  • Demonstrate positivity during challenging times
  • Demonstrate the courage to find new ways to operate, thrive and learn quickly with inambiguous situations and to be able to figure out how to get the job done

Required Qualifications: 

  • Bachelor’s degree 
  • 5-8 years of experience working within a contact center environment
  • Demonstrated success in leading teams, leading peers and/or leading strategy implementation
  • Demonstrated ability to problem solve (documentation, workflow and experimentation)
  •  Demonstrated ability to influence continuous improvement
  •  Ability to monitor and manage data through various technology tools (Zendesk, Excel,etc.) owning data-driven performance decisions (demand/capacity, performance/quality, etc.) and leveraging data to influence change within our business
  • Ability and willingness to travel to NY and Springfield 1-3 times a year
  • Demonstrated experience and comfort working in an Agile environment
  • Demonstrated experience of working through challenging situations while leading with poise, and composure

Preferred qualifications:

  • Experience working in a remote environment 
  •  Insurance/Financial industry experience
  • Experience managing others remotely

MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status. 

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • BashLanguages
    • GroovyLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • Redux SagaLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • TealiumAnalytics
    • SnowplowAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • SendGridEmail

Location

We currently have multiple Boston office locations and are excited to be building our new Boston Campus at 10 Fan Pier targeted to open 2021.

An Insider's view of MassMutual

What’s the vibe like in the office?

We work in an open floor plan, so there is a lot of opportunity for networking across roles, teams and levels. Everyone is very friendly and welcomes the opportunity to get to know other people on the floor.

Kristina

Digital Adoption Team Lead

What's the biggest problem your team is solving?

You don’t think of insurance as a hotbed for innovation but the very nature of our organization, Digital Experience, is to reimagine how a 168-year old company does business with its customers. Our Design team takes pride in an inclusive design process with everyone invited to provide feedback, from Product to Engineering to QA.

Maria

Digital Lead - Design

What makes someone successful on your team?

Successful people on my team are: passionate, curious, receptive, and engaged. Each team member is expected to be passionate about the work that they do, and the domains in which they practice. They are always solving unique problems and must be curious about finding new solutions.

David

Digital Lead

How do you empower your team to be more creative?

I encourage my team to embark on ‘deep work’ at least once a week on a ‘meeting-free’ designated day. We have design reviews to brainstorm alternative ways to solve business problems from a software engineering point of view. We consider self-reflection and brainstorming to be fundamental components of creativity.

Mike

Head of Data Science Software Engineering

How do your team's ideas influence the company's direction?

One of our projects is an application we built for our Investment Mgmt team called ViPER (Visualizing Investment Portfolio Enhanced Reporting). The application makes it easy to manage reports and get insights from Data Science models. Now with ~150 active users, it reflects how we’re using DS to facilitate data driven decision processes across MM.

Jasmine

Head of Data Science - Investments Domain

What are MassMutual Perks + Benefits

MassMutual Benefits Overview

At MassMutual, employees have the opportunity to earn a competitive salary and bonus, enroll in an
array of benefits, and participate in programs and services that support healthy lifestyles, assist them
in building financial security for themselves and their families and help them live well-balanced lives.

Culture
Volunteer in local community
Every action supporting a common cause is meaningful, and our employees make a difference in their own communities through our Matching Gift, Matching Time and Volunteer Time Off Programs.
Partners with Nonprofits
Every year, MassMutual and the MassMutual Foundation invest more than $20 million focused on advancing economic opportunity. https://www.massmutual.com/about-us/corporate-responsibility/foundation
Intracompany committees
Daily stand up
Team owned deliverables
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
More than half of our Board of Directors are comprised of women and people of color, making it one of the most diverse groups in the industry.
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A health care flexible spending account (FSA) allows employees to save money on a before-tax basis for eligible medical, dental and vision expenses, subject to IRS limits.
Disability Insurance
For details on short term and long term disability insurance please visit https://www.massmutual.com/-/media/files/employee_benefits.pdf
Dental Benefits
Basic Dental covers preventive and basic restorative care; Major Dental covers all that Basic covers, plus restorations and orthodontia (limits apply).
Vision Benefits
Health Insurance Benefits
To learn more about our Health and Welfare Benefits please visit: https://www.massmutual.com/-/media/files/employee_benefits.pdf
Life Insurance
For more information about our Life Insurance Benefits please visit: https://www.massmutual.com/-/media/files/employee_benefits.pdf
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
In addition to our 401(k), MassMutual a cash balance plan that provides an account-based pension benefit based on accruals of pay credits and interest credits.
401(K) Matching
Performance Bonus
Match charitable contributions
Every action supporting a common cause is meaningful, and our employees make a difference in their own communities through our Matching Gift and Matching Time Programs.
Child Care & Parental Leave Benefits
Child Care Benefits
Dependent care flexible spending account to allow you to set aside before tax dollars to pay for certain eligible child care expenses.
Generous Parental Leave
Leave for birth mothers of 18 weeks of fully paid leave. Non-birth mothers, fathers and adoptive parents eight weeks of fully paid parental leave.
Flexible Work Schedule
Flexible work arrangements, including telecommuting, are available in many departments across the company.
Family Medical Leave
Caregiver leave: Up to two weeks paid leave to care for a loved one. Bereavement Leave: 15 days of paid time off to grieve the loss of a loved one with the employee defining who the loved one is.
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid holidays: 9 fixed and 1 floating. Vacation: starts at 19 vacation and personal days per calendar year, with increases at 5-year service intervals.
Paid Volunteer Time
Three days of paid time off is available to employees annually to give back to their communities, by sharing their time and talent with a cause close to their heart.
Paid Holidays
Paid Sick Days
Occasional illness: up to 5 days per calendar year.
Perks & Discounts
Casual Dress
Commuter Benefits
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

To learn more about our comprehensive benefits please visit: https://www.massmutual.com/-/media/files/employee_benefits.pdf

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