Director - Advisor360 Support & Service Operations

MassMutual • Springfield, MA

6d

About The Position

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 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.

Requirements

• 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
• Candidates must be able to pass a non-registered fingerprint background check to qualify as a fingerprinted person under FINRA.

Nice To Haves

• 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

Responsibilities

• 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.

Benefits

• competitive salaries
• incentive and bonus opportunities
• bonus target or in a sales-focused role a Variable Incentive Compensation component
• Access to learning content on Degreed and other informational platforms
• industry leading pay and benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED