Mutual Opportunities
Worksite Customer Care Account Management Director
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 Worksite Customer Care Account Management Director is a key leadership role within the Worksite Customer Experience organization responsible for developing and executing strategies that ensure a best-in-class service experience and foster enduring, trusted relationships with our distribution partners. This role requires a dynamic, visionary leader who can inspire a team, earn trust with internal stakeholders, and consistently deliver exceptional business results that advance both the company’s and organization’s objectives.
The Team
Our mission is to make financial well-being a reality for all working Americans and those who count on them. With 30% growth each year over the past 5 years, our focus is singularly on creating a differentiated customer experience led with digital capabilities. Along with new product development, we are building and enhancing our customer portals for advisors, employers, and employees.
This critical role is part of the Worksite Customer Experience organization and will report directly to the Head of Worksite Customer Experience. Our teams deliver crisp, clear communication, exemplary service and relationship management for Group Whole Life Business, working with customers post implementation through the entire lifecycle from billing, premium collection through claims. We are collaborative, practice extreme ownership and are relentlessly focused on the customer experience and like to have some fun along the way! If this sounds like an environment where you would thrive, we encourage you to apply.
The Impact
Strategic Leadership: Develop, implement, and refine the account management strategy to continuously elevate service standards and optimize producer and client engagement. Uphold a clear vision and set measurable goals for the team, aligning efforts with broader organizational priorities.
Team Management: Lead, mentor, and grow a high-performing team of account managers and billing consultants, fostering a culture of excellence, collaboration, and accountability. Oversee hiring, training, coaching, and performance management to ensure the team’s professional growth and success.
Relationship Stewardship: Serve as the leadership point of contact for service & customer experience related items with key distribution partners and Third Party Administrators, building strong, trust-based relationships. Act as an advocate for customer’s needs and priorities, ensuring that service delivery exceeds expectations and aligns with department goals.
Service Excellence: Oversee the delivery of best-in-class service, continuously seeking opportunities to enhance processes, resolve challenges, and anticipate needs. Implement feedback mechanisms and performance metrics to monitor and improve service quality.
Operational Oversight: Establish and maintain efficient processes, tools, and reporting mechanisms that support consistent, high-quality service. Ensure the team adheres to business unit standards, risk management practices, and internal policies.
Data-Driven Insights: Analyze performance metrics, market trends, and firm feedback to inform strategy and drive continuous improvement. Prepare and present regular reports to senior leadership, highlighting successes, opportunities, and risks.
Issue Resolution: Proactively uncover potential challenges and swiftly resolve escalations, acting as a trusted problem-solver and assuring firm leadership and staff of the company’s commitment to their success.
Advocacy and Representation: Represent the company at industry events, conferences and field agency visits, showcasing our values and dedication to excellence.
Other duties as assigned
The Minimum Qualifications
High School Diploma or GED
8+ years financial services customer service experience
2+ years of experience in a people leadership role managing direct reports,OR 2+ years demonstrating informal leadership by guiding, coaching, and supporting colleagues in their day-to-day work, leading cross-functional initiatives, projects, or workstreams, and driving outcomes
Occasional travel as needed
The Ideal Qualifications
Bachelor's Degree
5+ years people leadership experience
Experience in Group/Voluntary Worksite products preferred
Experience managing teams through change
Strong communication skills, both verbal and written
Ability to work independently, balancing priorities and adjusting throughout the day
Experience developing associates at all levels of experience
Proven experience driving continuous process improvements and increasing operational efficiencies
Strong analytical/problem solving skill solving
Strong written, verbal, and interpersonal communication skills
Organization navigation skills
Continuous improvement mindset
What You Can Expect at MassMutual
MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:
Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
A collaborative environment where perspectives are welcomed
Access to learning, development, and internal networks that support continuous growth and skill-building over time
Employee-led communities and forums that foster connection, learning, and inclusion across the organization
A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset
#LI-SB1
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: $121,800-$159,800
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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