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.

If this sounds like a fit, we're looking to hire a Director to join our Digital Operations Customer Care Leadership team.

Why we need you.

We're growing and our clients deserve the best. As the Digital Operations ? Customer Care Quality Assurance Director, you'll have an opportunity to lead a team of Quality Specialists and influence positive experiences for our clients and advisors across MassMutual Direct and Coverpath products.? 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.

What success looks like.

• Motivating and aligning your team to our strategic approach and executing our quality assurance model, supporting growth and development of our Customer Care Advocates resulting in exceptional experiences for our clients, advisors and field partners

• Managing self and team through change, supporting a focus on incremental improvement above perfection

• 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

What your days and weeks will include.

• Motivating and aligning your team to our strategic approach and executing our quality assurance and content management models, supporting growth and development of our Customer Care Advocates and Case Managers resulting in exceptional experiences for our clients, financial professionals and business partners

• Managing our quality assurance program supporting Coverpath Servicing and Core New Business with a focus on influencing delightful experiences for our customers and financial professionals; ensuring alignment to our interaction and case processing guidelines

• Managing our content management program supporting Coverpath Servicing, Claims, and New Business and Underwriting with a focus on documentation that supports the achievement of our business goals and leaves associates with a sense of confidence and understanding

• Leveraging data to understand Customer Care Advocate and Case Manager performance, and analyzing data to then influence changes to our process, training, and coaching models; driving improved advisor, customer and associate experiences

• Drive continuous improvement in our content management processes, leveraging data received across quality assurance to provide recommendations/process improvement ideas to training partners

• Leading talent acquisition, training, ongoing development and performance management for your team

• Applying knowledge to handle all complex situations independently, understanding where and when to engage peer Directors and Consultants regarding Advocate and Case Manager feedback, trending and performance issues

• Evaluating business processes, anticipating requirements, identifying areas for improvement and developing and implementing solutions in partnership with peer Directors and Consultants

• Managing self and team through change, supporting a focus on incremental improvement above perfection

• Strong learning agility, critical thinking and effectively utilizing data to drive decisions

• Leading Others:? Creating an environment where teams work at their best, feel supported and valued.? Drives results for our business, balancing getting the work done with being "human" and willing to laugh and have fun

   

The skills that make you a great fit.

• Demonstrated success in leading teams, minimum 3 years of experience. 5 years of experience is preferred

• Fostering a culture that supports empowerment of your team, finding ways to motivate the team, while challenging them to perform better every day

• Obsessively looking for and finding ways to improve the way we operate our business

• Demonstrating positivity during challenging times, having the courage to find new ways to operate, thriving and learning quickly in ambiguous situations and effectively executive to deliver desired results

• Ability to monitor and manage data through various technology tools (Zendesk, MaestroQA, NICE, Quest, Excel, etc.) owning data-driven performance decisions (demand/capacity, performance/quality, etc.) and leveraging data to influence change within our business

• Authorized to work in the United States without sponsorship, now or in the future.