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MassMutual Digital Operations - Business Operations Director for Communications & Change Management in Boston, Massachusetts

Do you want to be part of a team that encourages your growth, supports your ambitions and makes it a priority for you to reach your goals? Is helping people part of who you are? At MassMutual, we help millions of people find financial freedom, offer financial protection and plan for the future. We do this by building trust with our customers by being knowledgeable problem solvers and prioritize their needs above all else. We Live Mutual.

If this sounds like a fit, we’re looking to hire a Director to join our Digital Operations – Engagement & Enablement Team.

Why we need you.

We’re growing and our clients deserve the best. As the Digital Operations – Business Operations Director, you’ll have an opportunity to lead a team of Communications Consultants and Change Leaders and influence positive experiences for our clients and advisors across MassMutual products. In this role, as well as all roles within MassMutual, you will demonstrate accountability, agility, a dedication to be inclusive, a strong business acumen, and will show courage, even in the most difficult situations. We also highly value strong communication skills, a passion for learning, leadership traits, resilience and self-awareness.

What success looks like.

  • Motivating and aligning your team to our strategic approach and executing our Communication and Change strategy and plan, supporting growth and development of our Digital Operations Organization which includes and not limited to Customer Care, New Business & Underwriting and Claims resulting in exceptional experiences for our clients, advisors and field partners

  • Developing a high performing team of Communication Consultants and Change Leaders that will develop change and communications strategies, lead these efforts with a continuous improvement focus

  • Managing self and team through change, supporting a focus on incremental improvement above perfection

  • Strong learning agility, critical thinking and effectively utilizing data to drive decisions

  • Inclusion: A team mindset, encouraging individual engagement, building trust, fostering strong relationships, and doing whatever it takes to get the job done for each and every member of our team

  • Resilience: Ability to rebound from failures, seeing the lesson as the opportunity to learn and grow and demonstrating composure and confidence in difficult and turbulent times

What your days and weeks will include.

  • Leads team of Communication Consultants to ensure the development and implementation of strategic communications, content and logistics for various mediums and product lines, for high impact clients and audiences, effectively managing complex projects across Digital Operations

  • Leads team of Strategic Change Leaders responsible for partnering with business leaders to transform the organization by successfully leading the adoption of change initiatives critical to business performance

  • Ensures the success in the team’s handling of complex projects and work on multiple disciplines and business units

  • Leads efforts in coordinating and implementing presentations for leadership and/or projects to support organizations strategic initiatives

  • Audits and research communications plans and programs to assess appropriate message and audiences to support Digital Operations Service Culture

  • Leads the development and distribution of information presented through electronic and/or print channels and ensures the facilitation of complex information to audiences is presented in a user-friendly, easily understandable format as well as managing content in a way that both achieves business goals and leaves users with a sense of confidence and understanding

  • Leading talent acquisition, training, ongoing development and performance management

  • Applying knowledge to handle all complex situations independently, understanding where and when to engage peer Directors and Consultants regarding Advocate feedback, trending and performance issues

  • Evaluating business processes, anticipates requirements, identifies areas for improvement and develops and implements solutions in partnership with peer Directors and Consultants

  • Leveraging data to deliver analysis of current state of change needs and communications providing recommendations for future state improvements. Having a lean process improvement mind-set

  • Leading Others: Creating an environment where teams work at their best, feel supported and valued and drives results for our business, balancing getting the work done with being "human" and willing to laugh and have fun

The skills that make you a great fit.

  • Demonstrated success in leading teams, minimum 5 years of experience

  • 8 years of experience preferred

  • Bachelor’s degree preferred

  • Strong strategic management and planning skillset

  • Strong communication, presentation, influencing and reasoning skills – ability to concisely tell a story including complex information clearly conveying the benefits, risks and action steps

  • Experience and broad knowledge of change management principles, methodologies, and best practices; Certification in the Prosci® model (or another equivalent Change Management certification)

  • Familiarity with project management approaches, tools and phases of the project lifecycle

  • Demonstrated ability to problem solve

  • Strong history of sound decision making

  • Demonstrated experience and comfortable working in an Agile environment

  • Self-driven, extremely energetic individual who has the vision of enhancing the Digital Operations to include new business, underwriting and claims value chain for advisers, clients and operations

  • Understanding how to quantify and display business results

  • Experience in managing business engagements starting from building strong relationship with the various business leads to balancing a wide variety of priorities

  • Proven ability to apply financial insights and draw accurate conclusions from financial and other quantitative information

  • Assists in the development and definition of the business partners’ strategy

  • Demonstrated leadership in coordinating initiatives across business and organizational boundaries, and building effective cross-functional teams

  • Ability to travel and work under periods of stress

  • Fostering a culture that supports empowerment of your team, finding ways to uplift the group, while challenging them to perform better every day

  • Obsessively looking for and finding ways to improve the way we operate our business

  • Demonstrating positivity during challenging times, having the courage to find new ways to operate, thriving and learning quickly in ambiguous situations and able to figure out how to get the job done

  • Ability to monitor and manage data through various technology tools owning data-driven performance decisions (demand/capacity, performance/quality, etc.) and leveraging data to influence change within our business

Target job salary $84,900 - $117,000 USD Annual



MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.