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Staffing Model Consultant - Workforce Management

Remote - US Customer Service Job ID R14993

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.





The Workforce Management, Reporting & Analytics team, as a part of the larger Digital Operations organization, supports its Business Partners by providing insights through a combination of Data Visualization and Business Analytics. We are a nimble team of Professionals embedded in the organization, supporting real time needs and Operational Non-Standard Reporting, in order to drive improvement. We help customers understand their data and make Data Driven Decisions by utilizing technology to blend data into digestible pieces - providing Leaders everything they need to make tactical and actionable strategic business decisions.


The MassMutual Digital Operations Workforce Management, Finance and Reporting & Analytics team is seeking a Business Operations Consultant with a focus on Staffing Models and Demand & Capacity planning to support our ongoing modernization transition.  This individual will create, evaluate and monitor staffing models across Digital Operations.  By leveraging keys business drivers impacting efficiency, effectiveness’ and unit cost this role will support ongoing leadership reviews and discussions tied to Staffing and Demand Capacity.  In addition, this individual may support broader initiatives, strategic projects, request for data solutions and needs aimed at transforming the Digital Operations landscape.  This individual will be a critical member of the reporting and analytics team which continues to have growing responsibilities to support MassMutual digital first transformation.


  • Forecast and monitor key business drivers tied to staffing such as productivity, attrition, efficiency, and unit cost
  • Create and maintain detailed Demand and Capacity models providing insights both short- and long-term needs
  • Engage with all levels across the enterprise
  • Support monthly business review meeting with senior leadership
  • Analyze trend and identify problem solving opportunities
  • Establish new ways of monitoring success, which may include KPI creation
  • Identify data and reporting optimization opportunities
  • Works independently and with management on high visible, divisional/cross-divisional complex projects
  • Sought as a key resource for resolution of unique or complex business problems
  • Be self-supportive in collaborating with peers to effectively deliver a robust solution for the business
  • Drive process improvements and highlight strategic gaps and risks
  • Serve as a conduit of knowledge between functional and technical teams as well as within the Workforce Management, Reporting & Advanced Analytics team
  • Communicate regularly with individuals both within and outside of our team, managing relationships and expectations
  • Act as a champion for analytics capabilities by communicating their benefits and how they can be implemented and leveraged across the organization.


  • Large amounts of computer programming
  • Manipulation of large data sets
  • Sit in solitude at your desk
  • Attend meetings all day

Minimum Qualifications:

  • 5+ years designing, managing, and driving the execution of complex staffing and Demand/Capacity models
  • 5+ years Insurance operations /Finance Services experience
  • Bachelors Degree or equivalent work experience

Preferred Qualifications:

  • Strong interpersonal communication, conflict management, coordination, and planning skills with cross functional teams
  • Ability to apply judgment to balance process compliance with achievement of business objectives
  • Strong organizational skills and detail oriented
  • Ability to communicate objectives, plans, status and results clearly
  • Ability to collaborate across diverse teams and organizations
  • Must be a self-starter with the ability to succeed with minimal supervision

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. 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. At MassMutual, we Live Mutual.



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.
EEO Statement(Opens in new window)

MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment.

Salary Range: $78,000.00-$102,400.00 Apply

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About MassMutual®

At MassMutual, we believe in the value of being together in our offices and in personal flexibility.

Our work environment is one where the majority of our team members work a hybrid schedule — working at least three days in the office (Tuesday, Wednesday and a third day) and the rest remotely, balancing flexibility with in-person collaboration. While the majority of our employees follow this hybrid model, some of our roles continue to be 100% on-site and others may be 100% remote, subject to business needs.

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, policyowners and customers, we are defined by mutuality and our vision to put customers first. 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. At MassMutual, we Live Mutual.

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