Mutual Opportunities
Director - Advisor360 Support & Service 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
The Director of A360 Support & Service Operations is a senior leadership role responsible for shaping the strategy, performance, and future of MassMutual’s Advisor360 support organization. This role leads a high‑impact service team that delivers a scalable, reliable, and advisor‑focused support experience across the A360 platform. Reporting to the Head of A360 Operations, you will own end‑to‑end service delivery, escalation governance, workforce strategy, and operational readiness for platform enhancements—while partnering closely with Advisor360, Distribution, Technology, Compliance, and Operations.
The Team
The MassMutual A360 Support Center team is made up of a group of consultants with a mission to provide best-in-class support and platform expertise throughout the Advisor360 software suite. As the leader of this team, you will balance operational rigor with forward‑looking innovation—driving stability today while building a scalable, resilient support model for the future.
The Impact
- Set the vision and strategy for A360 Support, defining service standards, escalation models, and performance expectations that scale with platform growth.
- Lead and develop a high‑performing organization, building leadership depth, workforce capacity, and a resilient operating model.
- Own service delivery and operational excellence, including ticket management, SLAs, backlog health, advisor experience, and readiness for releases, integrations, and enhancements.
- Partner across the enterprise, acting as a senior liaison to Advisor360 and internal leaders to resolve complex issues, manage risk, and inform platform and investment decisions.
The Minimum Qualifications
- HS Diploma or equivalent
- 7+ year’s experience in operations
- 3+ year’s of leadership experience
- 2+ year’s experience in change management
- 3+ year’s experience with Advisor 360
- Due to the nature of this position, as a part of our background check process, candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA.
The Ideal Qualifications
- Bachelor’s degree
- 5+ Experience supporting large-scale CRM, digital or advisor-facing platforms (e.g., Advisor360, Salesforce, financial services technology)
- 10+ years financial services, wealth management, or distribution‑centric organizations
- Demonstrated success driving operational transformation, workforce evolution, or service modernization initiatives
- Familiarity with ServiceNow or similar enterprise service management platforms
- Excellent interpersonal skills; team player, self-motivated; patient demeanor; approachable style
- Strong organizational and time management skills are essential
- Ability to lead and motivate a large team while meeting operational and financial objectives
- High aptitude for effective problem resolution
- Must be able to think independently and tactfully challenge the opinions of others
What to Expect as Part of MassMutual and the Team
- Regular meetings with the Society 1851 team
- 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 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
#LI-DK1
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.
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: $137,800-$180,800
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?
Candy
Marketing Consultant
Atsam
Head of Advisor/Client Experience & Business Excellence
Erica
Head of Procurement
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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