What are the responsibilities and job description for the Director, Account Management position at MetLife?
Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions - life, disability, dental, vision, and voluntary benefits - tailored to today’s employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.
The Opportunity
The Account Manager Director is a strategic leader responsible for guiding and developing a team of Account Managers who support brokers serving client populations of up to 5,000 members. This role provides oversight of an established book of business, with a focus on client retention, growth, and overall account performance, while partnering closely with sales and service leadership. Through proactive account stewardship, renewal management, and tailored account strategies, the Director and their team drive revenue growth, strengthen broker relationships, and enhance satisfaction. Serving as a trusted advisor to both brokers and internal partners, the Director leads engagement with key strategic broker relationships, facilitates the resolution of complex service issues, and champions continuous improvement initiatives that optimize products, services, and operational processes while fostering long-term business partnerships.
Key Responsibilities
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).
If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
The Opportunity
The Account Manager Director is a strategic leader responsible for guiding and developing a team of Account Managers who support brokers serving client populations of up to 5,000 members. This role provides oversight of an established book of business, with a focus on client retention, growth, and overall account performance, while partnering closely with sales and service leadership. Through proactive account stewardship, renewal management, and tailored account strategies, the Director and their team drive revenue growth, strengthen broker relationships, and enhance satisfaction. Serving as a trusted advisor to both brokers and internal partners, the Director leads engagement with key strategic broker relationships, facilitates the resolution of complex service issues, and champions continuous improvement initiatives that optimize products, services, and operational processes while fostering long-term business partnerships.
Key Responsibilities
- Lead and develop a Regional Account Management team supporting broker books of business (2K–5K lives), driving account growth, retention, and renewals.
- Build and maintain strategic broker relationships, identify new business opportunities, and lead engagement with key broker partners.
- Oversee account health, proactively resolve complex issues, and implement action plans to ensure high broker satisfaction.
- Partner with cross-functional teams to enhance products, services, and operational processes that support broker and client needs.
- Provide performance updates to senior leadership while attracting, mentoring, and managing a high-performing team of Account Managers.
- 8 years of progressive account management/customer service experience, including 8 years in the group benefits industry.
- 7 years of people leadership experience, with a proven track record of driving team performance, accountability, retention, and growth.
- Demonstrated success developing broker strategies, managing key relationships, and identifying opportunities to expand business.
- Strong financial, analytical, negotiation, communication, and conflict-resolution skills, with the ability to manage multiple priorities in a dynamic environment.
- Bachelor’s degree required; must hold or obtain a State Life, Accident, and Health license within 90 days of hire.
- 10 years of progressive account management or customer service experience, with extensive team leadership and performance management expertise.
- Deep knowledge of industry trends and market dynamics, with the ability to drive customer outcomes and business growth.
- Strong proficiency in Salesforce and leveraging CRM tools to manage relationships, track performance, and support strategic decision-making.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).
If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.