Manager, Product Support

Fidelity Investments•Covington, KY

About The Position

Product Support serves as the project manager and primary point of contact supporting the product manager. The role focuses on Health Savings Account (HSA) and Flexible Spending and Reimbursement Account (FSRA) offerings, owning deployment, education, and communication for capabilities developed by the product manager. The position provides day-to-day product support and subject-matter expertise to internal associates, supports new feature deployment, and helps ensure client-facing and service teams understand product features, client fit, and preferred setup. Working alongside the Health and Benefit Accounts product manager and technology lead, the associate identifies non-technical impacts for business partners, documents new features, and helps develop reporting to monitor product health. The role also gathers and analyzes feedback and product-effectiveness data to inform the product roadmap and continuous improvement. The team supports HSA and FSRA products across Fidelity, with the goal of encouraging client adoption and improving the customer and associate experience. Fidelity states that onsite expectations are transitioning through a phased rollout across regions and roles; current requirements vary by role and location and may evolve. The position does not include immigration sponsorship.

Requirements

HSA experience, including familiarity with HDHPs and HSAs, Fidelity's product offering, and its service model and support structure.
Familiarity with reimbursement account types, including FSRA exposure.
Series 7 and Series 63 required at hire or within three months of the start date.
Solid understanding of HDHPs and HSAs, client and customer strategic direction, how Fidelity's HSA capabilities work, and generally how competitors position their offerings.
Customer-focused and service-oriented in a rapid-paced environment.
Ability to navigate ambiguity and manage time effectively across multiple significant priorities.
Excellent people skills, influence, and tact across diverse business groups.
Openness to coaching and acceptance of feedback.
Solid analytical and problem-solving skills, with customer needs central to analysis and solution development.
Deep knowledge of client fit and the rationale behind product capabilities, including helping client-facing teams position offerings and helping clients understand how offerings may meet their business needs.
Experience handling production issues or service recovery situations to ensure timely communication and resolution.
Experience in client-facing situations, potentially involving service issues or feature-adoption discussions with strategic or at-risk clients.

Responsibilities

Serve as the primary point of support and subject-matter authority for internal associates on HSA and FSRA offerings, answering product questions, maintaining support resources, and deploying new features.
Own deployment, education, and communication for product capabilities developed by the product manager.
Communicate product standards and manage processes so solutions are sold to and accepted by clients in a way client service teams can effectively support.
Influence and provide product expertise for communications and training materials throughout product lifecycles.
Coordinate data collection and analysis of HSA and FSRA product effectiveness.
Measure and monitor product capabilities and assess trends to provide feedback to the product roadmap and development process.
Drive product feedback discussions and recommendations from clients and internal associates.
Develop and implement improvements to address process gaps.
Work with the Health and Benefit Accounts product manager and technology lead to identify non-technical impacts for key business partners and document new features.
Educate client-facing and support associates about client fit, product features, and preferred setup.
Help develop reporting to monitor product health and provide feedback to roadmap, development, and product teams.
Handle production issues or service recovery situations, ensuring timely communication and resolution.