The Opportunity
The Program Manager, Advocacy F1rst will champion and iterate on our current program aimed at enhancing customer-focused soft skills across the MassMutual Operations organization. This dynamic role is pivotal in driving the future of customer engagement by empowering employees with the development opportunities and insights necessary to consistently deliver exceptional service. By fostering a customer-F1rst mindset and cultivating empathy, communication, and problem-solving skills, this leader will ensure the organization stays ahead of evolving customer needs, reinforcing the brand's reputation for service excellence.
The Team
Our team consists of diverse roles all working to create industry-leading learning experiences. Key competencies include adaptability, creativity, and a strong commitment to continuous improvement. Each day we come to work willing to laugh and have fun! Driven by a passion for growth and development, our culture is agile, collaborative, and encourages curiosity and innovation every day. We work closely with stakeholders across the organization, from new hires to senior leaders, to meet evolving business needs. We are dedication to blending cutting-edge technology with learning professionals to deliver the best solutions ensuring our business thrives!
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The Impact:
As the MassMutual Operations organization moves towards a future where customer experience is a key differentiator, the Program Manager, Advocacy F1rst will be instrumental in shaping the way employees interact with customers. By equipping teams with the skills, they need to build stronger relationships, resolve issues effectively, and create memorable experiences, this role will directly impact customer satisfaction, loyalty, and long-term business success. This is an opportunity to leave a lasting imprint on the organization's culture and its commitment to putting customers F1rst.
The Minimum Qualifications
- Bachelor's degree or High School diploma + 10+ years of experience in Performance Coaching, Customer Experience (CX) Project Management, or a related role with a strong focus on customer service enhancement to drive business outcomes.
- 5+ years of experience in Performance Coaching, Customer Experience (CX) Project Management, or a related role with a strong focus on customer service enhancement to drive business outcomes.
- 2+ years of demonstrated ability to design, implement, and manage large-scale programs.
The Ideal Qualifications
- Master's degree in Performance Coaching, Customer Experience (CX) Project Management, or a related role with a strong focus on customer service enhancement to drive business outcomes.
- Experience managing/leading through change resistance/culture shift to a customer-centric organization.
- Certification in coaching methodologies (e.g., ICF, Gallup Strengths) or relevant soft skills training programs.
- Experience in leveraging digital learning tools and emerging technologies to enhance soft skill training.
- Previous experience working in customer-facing roles, providing insight into the challenges and needs of frontline employees.
What to Expect as Part of MassMutual and the Team
- Regular meetings with Learning and Development Leaders
- Focused one-on-one meetings with your manager
- Access to mentorship opportunities
- Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQIA+, veteran and disability-focused Business Resource Groups
- Access to learning content on Degreed and other informational platforms
- Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
#LI-BC1
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.
If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.
EEO Statement (Opens in new window)
MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
Salary Range: $78,000.00-$102,400.00