10 MassMutual operations leaders
Head of operations (COO), VP operations, head of policyholder services and senior operations director are among the current titles held by these ten MassMutual operations leaders. A reader can learn how operations leaders work at MassMutual from people who have held the role.
Professionals to explore
Amanda Wallace
LinkedInExperience: Head of Policyholder Services & Annuity New Business · MassMutual
Amanda Wallace has been Head of Policyholder Services & Annuity New Business at MassMutual since January 2024, and the profile says Amanda Wallace oversees a division of 1200 employees within MassMutual Operations. Amanda Wallace was Head of Insurance Operations (2019–2024) and Vice President, Annuity, DI & Life Operations (2014–2017) at MassMutual.
Amy Ferrero
LinkedInExperience: Head of Operations, Client Services · MassMutual
Amy Ferrero has been Head of Operations, Client Services at MassMutual since May 2018, and the profile says the role covers servicing and in-force administration for individual life, annuity and disability products, including contact centers and payment services. Amy Ferrero was Head of Operations, Claims at MassMutual (2016–2018).
Brian Berman
LinkedInExperience: AVP, Head of Operations Solution Architecture & Data Analytics · MassMutual
Brian Berman has been AVP, Head of Operations Solution Architecture & Data Analytics at MassMutual in Boston since January 2026 and was AVP, Head of Operations Platform Technology there (2023–2026). Brian Berman was Director, Technical Product Management at MassMutual (2019–2021) and Senior Director, Software Engineering at Payscale (2018–2019).
Claire Henrich
LinkedInExperience: Senior Operations Director - Third Party Distribution Client Experience · MassMutual
Claire Henrich has been Senior Operations Director - Third Party Distribution Client Experience at MassMutual since January 2024. Claire Henrich was Senior Operations Director - Digital Customer Care (2021–2024) and New Business & Underwriting Director (2017–2020) at MassMutual.
James Polhemus
LinkedInExperience: VP Operations · MassMutual
James Polhemus has been VP Operations at MassMutual in the Longmeadow, Massachusetts area since January 2010. The profile headline gives the same title, VP Operations at MassMutual, and the listing shows no other role or employer on the profile of James Polhemus.
John Rugel, ALMI
LinkedInExperience: Head of Operations (COO) · MassMutual
John Rugel, ALMI, has been Head of Operations (COO) at MassMutual in Boston since April 2023. John Rugel was Chief Operations Officer at Global Atlantic (2019–2023), Senior Vice President of Life and Annuity Operations at Allstate (2018–2019) and Senior Vice President of Life Underwriting and Claims at Allstate (2015–2018).
Mark Pedro
LinkedInExperience: Head of Compliance Solutions & Operations · MassMutual
Mark Pedro has been Head of Compliance Solutions & Operations at MassMutual since July 2016, and the profile describes developing an efficient, low risk and high value compliance organization using modern technology. Mark Pedro was Assistant Vice President - Continuous Improvement (2012–2016) and a Lean Change Consultant (2008–2012) at MassMutual.
Michelle Sussmann
LinkedInExperience: Head of Strategy - Operations · MassMutual
Michelle Sussmann has been Head of Strategy - Operations at MassMutual since June 2026. Michelle Sussmann was CVP / Head of Operational Effectiveness at LL Global, Inc. (LIMRA/LOMA) (2020–2026) and Assistant Vice President - Expense Operations & Workforce Management at MassMutual (2016–2018).
Robert Waterman
LinkedInExperience: Head of Life & Annuity In-Force Services · MassMutual
Robert Waterman has been Head of Life & Annuity In-Force Services at MassMutual in the Springfield, Massachusetts area since January 2024. Robert Waterman was Head of Fraud Operations & Business Services (2015–2024) and Assistant Vice President, Data Management & Controls (2011–2015) at MassMutual.
Tracy Graham
LinkedInExperience: Investment Operations Director · MassMutual
Tracy Graham has been Investment Operations Director at MassMutual in the Springfield, Massachusetts area since June 2018, a role the profile places in the finance and accounting department. Tracy Graham was a Business Acceptance Consultant (2014–2018) and an Investment Service Specialist (2011–2014) at MassMutual.
Choose the right perspective
Match the person's area, such as client services and contact centers, in-force and policyholder services, investment operations, or operations strategy and technology, to the decision you face. Weigh how recently each person took on the role and how close their work sits to your question.
Questions to take into the conversation
- 01How did you organize the operations teams you led and measure how they were doing?
- 02What did you learn about improving service quality while keeping processing costs in check in your role?
- 03Which changes to your operation had the biggest effect, and what would you do differently?
Reaching MassMutual operations leaders
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About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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