Manager, Product Support

Fidelity•Covington, KY

20h

About The Position

Product Support serves as project manager and the primary point of contact supporting the product manager. This role focuses on Health Savings Account (HSA) and Flexible Spending and Reimbursement Account (FSRA) offerings, owning deployment, education, and communication for product capabilities developed by the product manager. The role works alongside the Health and Benefit Accounts product manager and technology lead to identify non-technical impacts for key business partners, document features, educate client-facing and support associates on client fit and features, and explain preferred setup of the offering. The associate also helps develop reporting to monitor product health and provides feedback to product roadmaps and development teams to continuously improve the offerings. The team is the face of HSA and FSRA products to Fidelity associates. It rolls out and supports new features to encourage client adoption and measures product health to improve customer and associate experiences. The position provides day-to-day product support and subject matter expertise, supports product communications and training throughout product lifecycles, analyzes product effectiveness and trends, and recommends improvements based on client and internal feedback. Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Current onsite requirements vary by role and location and may evolve; this transition does not apply to fully remote roles. Fidelity will not provide immigration sponsorship for this position.

Requirements

Familiarity with HDHPs and HSAs, the company's product offering, and the associated service model and support structure.
Familiarity with reimbursement account types, including FSRA.
A customer-focused and service-oriented approach in a fast-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 ability to accept feedback.
Solid analytical and problem-solving skills, keeping customers in view and considering needs beyond the stated request.
Deep knowledge of client fit and the rationale behind product capabilities, to help client-facing teams position offerings and explain how they address client business needs.
Experience handling production issues or service recovery situations to support timely communication and resolution.
Experience in client-facing situations, including potential involvement in service issues or feature adoption discussions with strategic or at-risk clients.
Series 7 and Series 63 required at hire or within three months of the start date.

Responsibilities

Serve as project manager and primary point of contact supporting the product manager for HSA and FSRA offerings.
Own deployment, education, and communication for product capabilities developed by the product manager.
Provide day-to-day product support and serve as a subject matter resource for internal associates, answering product questions and maintaining support resources.
Deploy new product features and communicate product standards to the organization.
Execute dynamic management processes to ensure 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 collection and analysis of data on HSA and FSRA product effectiveness.
Measure and monitor product capabilities and assess trends to provide feedback to product roadmaps and development processes.
Drive product feedback discussions and recommendations based on input from clients and internal associates.
Develop and implement improvements to address process gaps.
Work with the product manager and technology lead to identify non-technical impacts for key business partners, document features, and educate client-facing and support associates on client fit, features, and preferred setup.
Help develop reporting to monitor product health and provide feedback to product roadmap and development teams.