Product Owner

MassMutual•Springfield, MA

14d

About The Position

The Opportunity As the Product Owner, you will help determine business goals, assist with road map creation, and support strategy development for Salesforce, Genesys platforms and other large-scale strategic MassMutual initiatives intended to transform how we deliver service to our advisors and customers for years ahead. In this role, you will partner with all levels of leadership and cross-enterprise parties (e.g. Operational areas, MMLIS, ETX, Legal, Compliance, Human Resources, etc.) on the execution of the advisor and customer engagement strategy. The Team As a key member of the Strategic Planning and Operational Support team—a highly collaborative group that drives engagement strategy across the enterprise—the Product Owner will shape the long‑term vision for how MassMutual equips its advisors and delivers service to customers. This role blends strategic thinking, cross‑functional leadership, product planning, and operational alignment to ensure that large‑scale initiatives deliver meaningful, future‑ready capabilities that elevate the overall service experience. The Impact: This role defines key product features and capabilities that meet current and future customer and advisor needs. By partnering across business areas, Operations, ETX, and vendor teams, it ensures the delivery of tools that optimize technology, drive business value, and improve service interactions. Responsibilities include aligning on priorities, timing, and scope; developing business requirements tied to strategic outcomes; removing obstacles; assessing risks; and supporting key project decisions. The role also ensures business readiness for smooth transitions with minimal service impact. Strong project leadership, analytical skills, agility, resilience, and clear communication with stakeholders are essential to keep strategy, progress, decisions, and challenges transparent throughout this multi phase effort.

Requirements

Bachelor’s degree or 8+ years equivalent work experience in business consulting or project management.
5+ years in a leadership, business consultant, or project management role, having demonstrated strong leadership skills
Experience in working with various project delivery models (agile, waterfall, hybrid)
Strong data analysis with experience managing complex and multiple data resources
Able to provide insight and recommendations based on data analysis
Knowledge of systems, processes and workflows within operations
Ability to successfully manage work with current and sometimes competing priorities
Ability to collaborate across diverse teams and organizations and influence outcomes
Excellent project management skills
Proficient in Excel and PowerPoint

Nice To Haves

Experience with Salesforce or other enterprise CRM platforms

Responsibilities

Independently lead/represent the organization on the Salesforce and Genesys programs and other large scale strategic initiatives
Serves as the voice of the customer and translates advisor/customer needs into platform capabilities and solutions that meet those needs
Maximize business value of strategic project implementation by fully leveraging platform capabilities and optimizing business processes
Support creation of a roadmap to keep ETX, vendor and business areas on the same page throughout the process
Outline short- and long-term goals that will benefit the business and our advisors/customers long term
Assist with creating product definition, roadmap, and priority features in support of Operations strategy
Accountable for development and prioritization of user stories (requirements) that are clearly documented with acceptance criteria in support of features
Accountable for the achievement of organizational goals
Advocate and coordinate the project team, partners and stakeholders to ensure alignment around strategy and project deliverables
Report regularly on initiatives status, escalating risks/barriers to appropriate leadership with recommendations to address the issues
Help to establish monthly reporting of key initiatives related to the initiative within the organization to provide leadership insights into accomplishments, barriers, and general awareness
Collaborate on the development/execution of the communication plan that supports the socialization of the initiative and Operations strategy
Support and collaborate with business owners in the development of presentations that communicate strategy, business cases, current state, etc.
Leverage operational product and process knowledge to provide analysis of operational data that educates the business on impacts of initiatives, workflow changes, environmental effects
Partner with the business on analyzing business practices and devising new process, workflows and strategies that will improve efficiency, advisor/customer experience and/or employee engagement
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 an initiative
Engage key stakeholders on critical decisions/information throughout the project life cycle to ensure alignment on delivery of capabilities.
Anticipate problems, learn in real time, track results and pivot to new approaches where needed, thrive on feedback and demonstrate a can-do attitude.
Demonstrated creative problem solving, take risks with new approaches, learn from both success and failure and challenge the status quo
Keep change management principles in mind, for proper timing and adjustment of teams
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 with some guidance and minimal direction and in potential ambiguous situations
Demonstrated ability to adapt to changing business priorities and a strong work ethic
Ability to multi-task and manage projects and or priorities, as assigned