Head of Customer Care Centers

The Head of Customer Care Centers leads MassMutual’s operations call center strategy and builds a sustainable, scalable service model for policyholder services and claims support. The role drives improvements in customer and advisor experience, operating cost efficiency, and continuous improvement through data and technology leverage.

• Develop and lead execution of call center strategy
• Improve customer and advisor experiences while reducing operating costs using technology and process improvement
• Lead and develop a large operations organization; manage staffing models flexing with demand
• Foster a culture of innovation, experimentation, and continuous improvement
• Establish and monitor key performance metrics; coach and train to improve performance

This is an operations leadership role focused on call center performance management using key performance metrics and data-driven decision making. It spans workforce planning and staffing models aligned to demand, and it coordinates integrated service solutions across Product, Actuarial, Legal, Field Sales, Technology, and related partners.

The ideal candidate is an executive operations leader with deep call center and customer care leadership experience, able to design and execute a sustainable, scalable service model across Life, Annuity, Disability, and Pension Risk Transfer. They are strong in building and leading large, geographically distributed teams, using key performance metrics and data to guide decisions, and driving continuous improvement that improves customer and advisor experiences while reducing operating costs.