Worksite Customer Care Account Management Director

MassMutual•Springfield, MA

About The Position

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. 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!

Requirements

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

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
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.
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.
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.
Represent the company at industry events, conferences and field agency visits, showcasing our values and dedication to excellence.
Other duties as assigned