Salesforce Product Owner

As the Product Owner for Salesforce and the integration with other operational strategic projects and technologies within MassMutual Operations Policyholder Services & Annuity New Business, you will partner with all levels of leadership and cross-enterprise parties (e.g. Operational areas, ETX, Compliance, MMFA) on the execution of the advisor and customer Salesforce strategy.  In this role, you will create the business strategy, develop the business goals and roadmaps, formulate scope and influence leaders and business teams to transform how we deliver service to our advisors and customers for the years ahead.   

This role will identify the key product features and capabilities to be built, ensuring that they serve the current, as well as the future, needs of our customers and advisors.    Partnering closely with various business areas, you will lead project participants in delivering a suite of tools which optimizes technology, drives business benefit and leverages experience principles to deliver a transformative service experience.  You will work closely with Enterprise Technology, vendor architects and developers to align on prioritization as well as timing and scope of project deliverables ensuring business outcomes are achieved. You will ensure development of business requirements will align to strategic outcomes, make key decisions on behalf of business areas, solve complex problems, move obstacles, and define the impact and risk which are critical to the overarching project success.   This role serves as the key, autonomous, decision maker relative for project priorities and timeline.  In addition, this role ensures that each business area has a sound readiness plan and is ready to support the transition with minimal impact in servicing advisors and customers.

By leveraging skills in project leadership, data analysis and experience/business knowledge, this role will drive results.  Agility and resilience are key competencies required to support the shifting roles and accountabilities necessary to meet the needs of this multi-phased large-scale effort.  Finally, communication throughout this effort is critical.  Keeping all stakeholders apprised of the project strategy, providing transparency around status and informing them of key decisions and obstacles related to delivery and timeline are critical.

The Impact

• Independently lead/represent the business on the Salesforce solution, used by over 1,500 users across MassMutual as well as indirect interaction by all MM advisors and customers.  
• Create and execute strategy based on the long-term vision for the product and needs of the organization
• Outline short- and long-term goals and make strategic decisions that will benefit the business and transform our advisors/customer’s experience
• Maximize business value, through increased advisor and customer satisfaction and reduced business expenses, by fully leveraging platform capabilities and optimizing business processes
• Engage key stakeholders in senior leadership roles across Operations, ETX, Compliance and MMFA on critical decisions/information throughout the project life cycle to ensure alignment on delivery of capabilities.
• Partner with leadership on the development of initiatives and deliverables to build a roadmap that will raise awareness to potential organizational risks with capacity, change management and success of the initiative
• Advocate for and coordinate the business project team, partners and stakeholders to ensure alignment around strategy and project deliverables

• Collaborate on the development/execution of the communication and change management plan that supports the socialization of the MM Operations Salesforce strategy

• Leverage operational product and process knowledge to provide analysis of operational data that educates the business on impacts of initiatives, workflow changes, environmental effects
• Demonstrate strong leadership and negotiation skills with business partners on analyzing business practices and devising strategies that will improve efficiency, customer experience and/or employee engagement
• Partner with product owner/leadership of the Customer Care Centers, Wealth Management and Enterprise Technology to maximize the value of the combined suite of capabilities.

The Minimum Qualifications

• Bachelor’s degree or equivalent work experience in business consulting or project management
• 8+ years in a leadership, business or strategic consultant role
• Ability to think strategically/big picture and understand how the pieces fit
• Ability to multi-task and manage projects and or priorities, as assigned
• Demonstrated ability to successfully collaborate and manage work across teams and business units with competing priorities.
• Experience in working with various project delivery models (agile, waterfall, hybrid)
• Financial acumen with experience in tracking and reporting benefit realization
• Authorized to work in the United States without sponsorship now or in the future

The Ideal Qualifications

• Proven ability to develop transformative solutions that leads to significant business results and/or improved customer and advisor experiences
• Strong data analysis with experience managing complex and multiple data resources
• Ability to leverage data, analytics and/or emerging technologies to apply to a business setting that yields transformative value
• Demonstrated skill in autonomous decision-making, considering potential business risks
• Excellent written and verbal communication skills, including the ability to effectively present complex information clearly
• Extremely organized, detail-oriented individual who is capable of self-managing and multi-tasking in a fast-paced, demanding environment.
• Ability to work independently with minimal direction and potential ambiguous situations
• Proven ability to collaborate cross-functionally/cross-organization and influence outcomes
• Demonstrated ability to adapt to changing business priorities and a strong work ethic
• Knowledge of Life systems and workflows within operations
• Proficient in Excel and PowerPoint
• Excellent project management skills
• Excellent interpersonal and communication skills

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.