Mutual Opportunities
Business Consultant, Operations
Springfield, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for seven consecutive years!
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are at the foundation of what enables MassMutual to deliver on our purpose to help people secure their futures and protect the ones they love.
We embrace the idea that we all are stronger and better through our support for one another. We strive to create a culture where employees feel valued and are celebrated for who they are.
“Since our founding in 1851, mutuality has put our policyowners at the center of everything we do. At our core, we’re a company of people helping people in their time of need, and that spirit extends to the culture we’ve built at our company. Our employees support and rely on each other each day, collaborating to deliver the best solutions for our customers and help millions more secure their future and protect the ones they love.”
Job Description
The Opportunity
As a Business Consultant, you will support the servicing of advisor and customer requests for our Life products while gaining hands-on experience in operations, digital tools, and customer experience strategy. You will become a key player in transforming how we serve millions of customers and advisors, solving meaningful problems, and improving lives through service excellence.
The Team
The Life & Annuity In‑Force Services team supports over 2 million active contracts through critical transaction processing, research, and issue resolution. We partner across the business—including MM India, Customer Care, Actuary, Compliance, and more—to ensure smooth, accurate, and customer‑focused operations.
As a Business Consultant, you’ll learn our core processes, analyze opportunities for improvement, and help enhance the advisor and customer experience through technology, feedback, and thoughtful process redesign.
The Impact
In this role, you’ll jump right into learning how our In‑Force processes work and help us uncover new ways to make them better. You’ll use data, technology, and real customer and advisor feedback to spot patterns, solve problems, and recommend improvements. Whether documenting processes, supporting cross‑functional teams, or contributing to agile projects, you’ll play a key part in creating smoother, smarter experiences for both customers and advisors.
You’ll thrive in a fast‑paced environment where priorities can shift quickly—and your ability to adapt, collaborate, and think creatively will make a real impact. You’ll also work with insights from resource‑planning models to help optimize workflows and strengthen our service delivery.
Key responsibilities include, but are not limited to:
Assessing opportunities to use current and emerging technology to analyze data, streamline workflows, and support decision-making.
Analyzing and conducting trend analysis on customer and advisor feedback to identify pain points and opportunities for improvement.
Documenting and optimizing processes to improve efficiency and reduce friction for advisors and customers.
Supporting cross-functional teams to solve problems and implement customer-centric solutions.
Contributing to agile initiatives, adapting to changing priorities, and supporting continuous improvement efforts.
Navigating a fast-paced environment, adapting to shifting priorities, and supporting team efforts to improve processes and outcomes.
Leveraging insights from demand and capacity models to enhance resource planning, optimize workflows, and support effective service delivery.
Minimum Qualifications
High School Diploma
2+ years of project management, continuous improvement, consulting, or business analysis experience
1+ year of experience with digital tools and emerging technologies (Copilot/GenAI, Microsoft 365 or similar tools)
1+ years demonstrated experience managing multiple priorities and meeting deadlines
Ideal Qualifications
Bachelor’s Degree
A passion for helping others and shaping exceptional customer experiences
Comfort working with complex data to inform smart decisions and uncover opportunities
Strong problem-solving ability and analytical skills
Creative, curious, and bold enough to ask the questions that spark innovation and drive progress
Effective communication skills and a team-first mindset
Emotional intelligence and adaptability
Team-oriented with a growth mindset and commitment to continuous learning
What to Expect as Part of MassMutual and the Team
Regular meetings with the Life & Annuity In‑Force Services Team
Focused one-on-one meetings with your manager
Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran, and disability-focused Business Resource Groups
Access to learning content on Degreed and other informational platforms
Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry-leading pay and benefits
#RS-1
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.
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range: $74,300-$97,500
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills. You may also consider joining our Talent Network.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the hiring manager and hiring team.
Offer
If you are extended an offer to join MassMutual and accept, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual community!
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
By the numbers*
- 85% of employee respondents say they are proud to work at MassMutual
-
90
% of employee respondents say the work they do at MassMutual is meaningful - 85% of employee respondents say they feel encouraged to come up with new and better ways of doing things
*Source: 2025 MassMutual employee engagement survey
Award-Winning Culture
MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company operated for the benefit of our members and participating policyowners, we are defined by mutuality and our vision to provide financial well-being for all Americans. 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.
We strive to build a thriving community where everyone is valued, included, and feels that they belong.
At MassMutual, we Live Mutual.
How We Work
MassMutual’s flexible workplace approach combines the importance of connecting in person and the flexibility of working remotely. Our hybrid model puts collaboration first with employees coming in at least three days per week to our spectacular campus settings and also enjoying the flexibility of remote Fridays, company-wide remote weeks, and a bank of flexible remote weeks to use throughout the year.
Benefits for the whole you (and your loved ones)
There’s more to your life than your job and there’s more to your aspirations than a paycheck. We take a holistic view of compensation and benefits that provides the flexibility to create a healthy balance in your life for work, family, and community. We offer the benefits you’d expect, like medical, dental, 401(k), and generous vacation time, but we also offer ones you might not expect, like three paid days for volunteering, a $1,250 annual Well-Being Wallet, and up to 320 hours of caregiver leave.
Explore some of our offerings below. Benefit details can be found here.
Why MassMutual?
Kevin
Compliance Consultant
Seth
Service Management Consultant
Kymberly
Head of Experience Journey Mapping
where we work
Springfield Office
1295 State Street, Springfield, MA
Boston Office
10 Fan Pier Blvd, Boston, MA
New York Office
2 Park Ave,
New York, NY
Virtual
New Job Openings
Sign up for job alerts
Don't see what you're looking for? Sign up for job alerts and we'll notify you when jobs become available.
Job recruiter fraud is a scam by impostors posing as recruiters or representatives of a company promoting fake job opportunities to job seekers.
MassMutual will never ask job candidates to pay any kind of fee, make cash or check advancements, cash checks or make an investment in any product or service or provide information such as credit card numbers or banking PIN numbers as part of our hiring process.
If you are contacted by anyone asking for information outlined above, it is likely fraudulent. If you have any concerns about the veracity of a request, please contact us to verify its legitimacy.
Share This Job