Mutual Opportunities
Business Operations Consultant
Springfield, Massachusetts
Thank you to our employees for voting us one of the top places to work in Massachusetts for five consecutive years!
Overview
To meet our customers' needs, our customer service team leverages process improvements, data, and technology solutions. We have transformed our operating model to realize our vision of delivering personalized and exceptional experiences when they matter most.
In our customer service roles, you'll receive a competitive base salary and be eligible for a performance-based bonus. We prioritize work-life balance, with structured days that ensure when you're done with work, you're truly done. Our call center operates Monday through Friday, giving you your weekends free. From your first day of employment, you'll have access to a comprehensive benefits package (if scheduled for 20+ hours per week), which includes health, life, and retirement plans, along with additional perks to support your well-being.
“MassMutual customer care teams do so much more than customer service. Our teams help our policyowners safeguard themselves and their loved ones, whether that’s through taking a loan to pay for their children’s college tuition, administering an annuity to support their retirement, calling in a disability claim to support their families while they recover, or filing a claim whose proceeds help keep a grieving family together. We’re the compassionate voice on the other end of the call and the team responsible for ensuring funds are delivered quickly. It’s a privilege to help deliver on MassMutual's purpose to help people secure their future and protect the ones they love.”
Job Description
The Opportunity
As an Disability Income Business Operations Consultant, you will serve as the primary representative of the DI Customer Care team on both tactical and strategic projects related to Disability Income call infrastructure and post-issue service processing. This includes supporting new initiatives and enhancements to Disability Income products, overseeing system migrations, and leading production support. You will work within a dynamic, innovative, and collaborative environment focused on enhancing tactical and strategic initiatives for DI products, call center operations, and post-issue processing, all aimed at delivering exceptional experience. Additionally, you will act as a key point of contact for projects involving the call center and all post-issue service functions.
The Team
You will join a team dedicated to supporting Disability Income Call Centre and Post-Issue service functions through various means, including technical subject matter expertise, system migrations, leadership on projects, DI AAX service improvements, reporting, service escalations, and capturing the voice of the customer. The team's core responsibility is to ensure outstanding experiences for advisors and customers. By consistently seeking opportunities for improvement, the team strives to enhance the overall customer journey. Embodying agility, resilience, accountability, business acumen, and strong communication skills, you will contribute to elevating the experience for customers, field personnel, and internal and external business partners.
The Impact
As a key contributor in this position, you will play a pivotal role in driving operational excellence, fostering innovation, and shaping the customer experience. Your work will influence critical decisions and help lead transformative initiatives.
Key responsibilities include, but are not limited to:
Lead with Expertise: Manage senior-level escalations with precision, ensuring timely analysis and resolution.
Communicate with Clarity: Deliver complex decisions promptly and accurately to colleagues and stakeholders.
Drive Continuous Improvement: Elevate service delivery for customers and advisors by acting on feedback from the AAX Committee.
Collaborate for Impact: Partner across teams to solve complex business challenges and spearhead project initiatives.
Champion Change: Promote a culture of exceptional customer service, innovation, and adaptability.
Shape Strategic Outcomes: Participate in analysis, requirements gathering, testing, and communication for major projects.
Maintain Excellence: Keep guidelines and SOPs current and relevant.
Identify Opportunities: Spot process gaps and recommend actionable improvements.
Think Critically: Apply analytical skills to assess risks and resolve issues effectively.
Leverage Data: Use insights to inform decisions and craft impactful communications.
Support Growth: Contribute to departmental strategy and continuous process optimization.
Minimum Qualifications
Bachelor’s degree
5+ years of experience in business analysis
2+ years of experience in process analysis and continuous improvement
2+ years demonstratedin root cause analysis and pattern identification
2+ demonstrated ability to lead both tactical and strategic projects as a business lead
Ideal Qualifications
Bachelor’s degree in business administration, Information Technology, Engineering, or a related field
DI Product knowledge
In-depth knowledge of operational management and technical expertise to serve as a decision-maker for DI service and post-issue functions
Experience managing complex cases with attention to detail
Effective collaboration, negotiation, influence, and relationship-building abilities, with a focus on humility, respect, urgency, curiosity, and courage
Exceptional verbal and written communication skills, ability to present project updates to senior leaders and business partners
Positive, inclusive, agile, and collaborative approach
Commitment to customer focus, innovation, strategic thinking, and influencing outcomes
Critical thinking and problem-solving skills, utilizing data for resolutions
Ability to independently apply knowledge, address issues, and engage in constructive conversations to improve service
Organizational skills to prioritize tasks and manage multiple responsibilities effectively
Flexibility to handle changing priorities
Enthusiasm to work with a global team
What to Expect as Part of MassMutual and the Team
Regular meetings with the Disability Income Customer Care Team, Operations Support, Shared Services, ETX/vendors, Product and New Business and Underwriting.
Focused one-on-one meetings with your manager
Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran, and disability-focused Business Resource Groups
Access to learning content on Degreed and other information platforms
Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
#LI-CR41
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.
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: $86,200.00-$113,100.00
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
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