The Opportunity
The Worksite Customer Care Account Management Director is a key leadership role within the Worksite Customer Experience organization responsible for developing and executing strategies that ensure a best-in-class service experience and foster enduring, trusted relationships with our distribution partners. This role requires a dynamic, visionary leader who can inspire a team, earn trust with internal stakeholders, and consistently deliver exceptional business results that advance both the company’s and organization’s objectives.
The Team
Our mission is to make financial well-being a reality for all working Americans and those who count on them. With 30% growth each year over the past 5 years, our focus is singularly on creating a differentiated customer experience led with digital capabilities. Along with new product development, we are building and enhancing our customer portals for advisors, employers, and employees.
This critical role is part of the Worksite Customer Experience organization and will report directly to the Head of Worksite Customer Experience. Our teams deliver crisp, clear communication, exemplary service and relationship management for Group Whole Life Business, working with customers post implementation through the entire lifecycle from billing, premium collection through claims. We are collaborative, practice extreme ownership and are relentlessly focused on the customer experience and like to have some fun along the way! If this sounds like an environment where you would thrive, we encourage you to apply.
The Impact
- Strategic Leadership: Develop, implement, and refine the account management strategy to continuously elevate service standards and optimize producer and client engagement. Uphold a clear vision and set measurable goals for the team, aligning efforts with broader organizational priorities.
- Team Management: Lead, mentor, and grow a high-performing team of account managers and billing consultants, fostering a culture of excellence, collaboration, and accountability. Oversee hiring, training, coaching, and performance management to ensure the team’s professional growth and success.
- Relationship Stewardship: Serve as the leadership point of contact for service & customer experience related items with key distribution partners and Third Party Administrators, building strong, trust-based relationships. Act as an advocate for customer’s needs and priorities, ensuring that service delivery exceeds expectations and aligns with department goals.
- Service Excellence: Oversee the delivery of best-in-class service, continuously seeking opportunities to enhance processes, resolve challenges, and anticipate needs. Implement feedback mechanisms and performance metrics to monitor and improve service quality.
- Operational Oversight: Establish and maintain efficient processes, tools, and reporting mechanisms that support consistent, high-quality service. Ensure the team adheres to business unit standards, risk management practices, and internal policies.
- Data-Driven Insights: Analyze performance metrics, market trends, and firm feedback to inform strategy and drive continuous improvement. Prepare and present regular reports to senior leadership, highlighting successes, opportunities, and risks.
- Issue Resolution: Proactively uncover potential challenges and swiftly resolve escalations, acting as a trusted problem-solver and assuring firm leadership and staff of the company’s commitment to their success.
- Advocacy and Representation: Represent the company at industry events, conferences and field agency visits, showcasing our values and dedication to excellence.
- Other duties as assigned
The Minimum Qualifications
- High School Diploma or GED
- 8+ years financial services customer service experience
- 2+ years of experience in a people leadership role managing direct reports, OR 2+ years demonstrating informal leadership by guiding, coaching, and supporting colleagues in their day-to-day work, leading cross-functional initiatives, projects, or workstreams, and driving outcomes
- Occasional travel as needed
The Ideal Qualifications
- Bachelor's Degree
- 5+ years people leadership experience
- Experience in Group/Voluntary Worksite products preferred
- Experience managing teams through change
- Strong communication skills, both verbal and written
- Ability to work independently, balancing priorities and adjusting throughout the day
- Experience developing associates at all levels of experience
- Proven experience driving continuous process improvements and increasing operational efficiencies
- Strong analytical/problem solving skill solving
- Strong written, verbal, and interpersonal communication skills
- Organization navigation skills
- Continuous improvement mindset
What You Can Expect At MassMutual
MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:
Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
A collaborative environment where perspectives are welcomed
Access to learning, development, and internal networks that support continuous growth and skill-building over time
Employee-led communities and forums that foster connection, learning, and inclusion across the organization
A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset
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.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.
