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Head of Digital Customer Care

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We are looking for someone with extensive call center management experience who can shape the future strategic direction of an organization that will be critical to the success of one of Mass Mutual's largest initiatives. Candidates should have demonstrated experience making data-driven decisions in a fast-paced environment with a proven ability to quickly make adjustments in delivering a best-in-class customer experience. This is a full-time REMOTE opportunity.

The US Digital Customer Care team is:

+75 seat Contact Center (M-F 8am - 8pm EST) with over 30k interactions a month in chat, phone, email, and operations tasks growing to double in 6 months as we continue to replace many aspects of the MassMutual operating system in the next ~18 months.
Centralized in two hubs, one in Springfield, MA and the other in Phoenix, AZ. New US-based virtual staff initiative started in September of 2020, with +50 employees planned as first hiring class
Expected to grow significantly in headcount commensurate with the growth in businesses supported.

As the leader of the US Digital Customer Care team you will be responsible for:

Running a startup Customer Care team servicing an internal SAAS product, supporting +20k advisors and their customers. This is a new unit/system started in 2018 that is replacing our legacy life insurance application and servicing platform.
Building and developing a management team to support contact center staff: current staff of +7 directors and +7 team leads.
Managing cross-functional relationships with leaders in product, training, scheduling and WFM, QA, and documentation to:
- Advocate for users
- Influence bi-weekly platform rollouts and the long-term platform development roadmap
- Scale support significantly in 2021
Developing analytics and key performance indicators and sharing pertinent data with stakeholders to inform decision making and performance management.
Partnering with other senior leaders across multiple functional areas to develop strategies and tactical solutions to positively impact progress toward shared business objectives within Company including enhancing the customer experience while controlling costs and identifying and resolving root causes of customer issues

Requirements:

+7-10 years progressive experience performing call center leadership duties and running large, multi-tiered support organizations.
Proven success leading managers and mentoring people in a fast-paced work environment.
High energy personality with strong business acumen and negotiation skills. Experience working with financial advisors is advantageous.
Independent thinker with history of proactively seeking out better ways to execute
Ability to take decisive action and solve problems while working under pressure
Consistent record of leading a large organization to achieve challenging performance objectives.
Bachelor degree or equivalent experience in Call Center Solutions required
Travel: 30% to Springfield, MA and Phoenix, AZ, & NYC

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Alex Mark

Director of Migration Technology

SYNERGISTIC INNOVATION

Making finance fun, agile and innovative

To Alex Mark, ‘synergy’ isn’t a buzzword. It’s what he works to optimize as MassMutual’s director of migration technology. Whether it’s sunsetting a legacy company platform or transitioning from another organization’s tech stack through a merger or acquisition, he aims to make these shifts as synergistic as possible. Mark, who has a background in both tech and finance, said, “What makes MassMutual different in fintech is that it gives you a place to innovate.” He added, “Our agile mindset allows us to quickly pivot in the industry. The way we look at finance is fun, agile and innovative.”

The culture here is great, especially if you’re a dev or into tech — there are tons of growth resources available to you. MassMutual does a great job of serving customers while also encouraging employees to think outside the box and innovate.

Asieh Ahani

Head of Data Analytics

Personal Growth

Observing trends and solving problems

Asieh Ahani leads the data analytics team at MassMutual. Her team is constantly observing the latest industry trends so they can solve problems at scale and track the impact on the organization. Her team, she said, “is empowered to harness technology to drive data-driven decision-making.” When it comes to what sets MassMutual apart, Ahani said her team and the company overall value iterative progress for self-improvement on professional growth, wellness and work-life balance.

I joined MassMutual because the type of projects my team was working on were very interesting and aligned with my interests and expertise in leveraging data science. I stayed because I had a great career path here.

Kymberly Terry

Digital Team Lead

Diversity, Equity & Inclusion

Supporting colleagues and celebrating wins

As a digital team lead at MassMutual, Kymberly Terry knows the value of creating strong cross-functional connections in a product team. One of the best experiences with that she had, she said, was the rotating DEI discussion groups that were intentionally made up of people from different teams and weren’t led by managers. “A scrum expert could be having a conversation with a product manager from a different team. It was another way to support your colleagues and celebrate their wins and to know where they might be having challenges,” she said. “It was also a catalyst for equity.”

One of the things that I appreciate the most about being a part of my team is really the inclusive culture. It's ingrained in every aspect of not only the work that we do, but also the way we interact with each other.

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

Open door policy

OKR operational model

Team based strategic planning

Open office floor plan

Employee resource groups

Employee-led culture committees

Hybrid work model

In-person all-hands meetings

Employees can either attend the in-person all-hands meeting, watch live via Zoom, or watch the recording. All employees are invited to submit questions.

Employee awards

Flexible work schedule

Flexible work arrangements, including telecommuting, are available in many departments across the company.

Remote work program

In addition to two remote days per week, MassMutual offers employees four full remote weeks of their choice per year.

Diversity

Documented equal pay policy

Dedicated diversity and 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.

Mandated unconscious bias training

Diversity manifesto

Diversity employee resource groups

Hiring practices that promote diversity

Diversity recruitment program

Health Insurance + Wellness

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 insurance

Basic Dental covers preventive and basic restorative care; Major Dental covers all that Basic covers, plus restorations and orthodontia (limits apply).

Vision insurance

Health insurance

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

Pet insurance

Wellness programs

Team workouts

Mental health benefits

Transgender health care benefits

Wellness days

Abortion travel benefits

Our general medical travel benefit covers abortion-related travel.

Financial & Retirement

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

Charitable contribution matching

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.

Pay transparency

Child Care & Parental Leave

Childcare 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.

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

Company sponsored family events

MassMutual offers many opportunities for family events, from group volunteer experiences and chances to attend Red Sox games to business resource group-sponsored outings like annual pride parades.

Fertility benefits

Vacation + Time Off

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.

Flexible time off

Floating holidays

Bereavement leave benefits

Hardship benefits

320 hours of caregiver leave to take of loved ones when it matters most.

Office Perks

Commuter benefits

Free daily meals

Free snacks and drinks

Some meals provided

Onsite office parking

Recreational clubs

Relocation assistance

Fitness stipend

Home-office stipend for remote employees

MassMutual's wellness wallet is a stipend available to all employees, and can be used for myriad wellness-related purchases, including home-office purchases.

Meditation space

Mother's room

Onsite gym

Professional Development

Job training & conferences

Tuition reimbursement

Lunch and learns

Promote from within

Mentorship program

Continuing education stipend

Continuing education available during work hours

Online course subscriptions available