Manager, Product Support - Fidelity RESUME Program

reacHIRE • Covington, KY

13h • Hybrid

About The Position

Overview Making a decision to return to work can be exciting and scary all at the same time. We get it 100% - many of us at reacHIRE are returners, too!! And, we believe meaningful relationships formed along the way back to work should be built on communication and trust. Which is why our team of Program Managers are here to listen to your unique story and help you take the best next steps toward your next opportunity. We are excited to partner with Fidelity Investments for a 6-month return-to-work program starting in May 2026. If you are a professional returning to work after a 2+ year career break or worked in part time or independent contractor roles, this could be the perfect opportunity! reacHIRE is invested in helping professionals return with confidence; providing the resources and support needed via Program Managers who will help guide and navigate the entire process alongside you. We know the confidence gap and imposter syndrome can get in the way of meeting amazing Returners, so please don’t hesitate to apply - we’d love to hear from you. Please note that this is a hybrid role and we are unable to consider candidates who would need to relocate for the program. Responsibilities Overview: Product Support serves as the project manager, the primary point of contact supporting the squad leader. This role focuses on HSA and Reimbursement Account (RA) product offerings owning deployment, education and communication for product capabilities developed by the squad. The individual will work along-side Health and Benefit Accounts (H&BA) squads to document new features, educate client facing and support associates about client fit/features, and preferred setup of the offering. This associate will also help develop reporting to monitor the health of the product and provide feedback to the Product roadmap and the development teams/squads to strive to continuously improve our offerings. The Team This team is the face of HSA and RA to Fidelity associates. We rollout and support new product features and capabilities to ensure client adoption and to improve the customer and associate experience.

Requirements

• HSA experience – familiarity with HDHPs and HSAs, our product offering, and the associated service model and support structure
• RA exposure – familiarity with reimbursement account types
• Customer focus – think about everything from the customer’s perspective; our customers are clients and end user account holders, but we are also starting to build working relationships with advisors, consultants, and other key team members
• Series 7 and 63 is required at time of hire or within 3 months of start date
• ECFC Certification for FCS, required at time of hire or within 1 year of start date
• Proven understanding of what HDHPs and HSAs are, what the strategic direction is by both clients and customers, how the capabilities of the Fidelity HSA work, and a general sense of how competitors position their offering against ours
• Must be customer-focused and service-oriented in a very rapid pace environment
• Successfully navigate an ambiguous environment and manage your time effectively with multiple significant priorities
• Exhibit excellent people skills, influence, and tact across multiple and diverse business groups
• Be open to coaching and accept feedback in all aspects of the role and execution
• Exhibit excellent analytic and problem-solving skills keeping the customer at the front of your analysis and solution development
• Deep knowledge of client fit and the “why” behind our product capabilities to help client-facing teams understand how to position our offering or key features with clients and to help clients understand how our offering can help seek their business needs
• Experience handling production issues or service recovery situations to ensure timely communication and resolution
• Experience in client-facing situations as we could potentially get involved in service issues or feature adoption discussions with certain strategic or “at risk” clients

Responsibilities

• Serving as the primary point of support and subject matter authoritative for internal associates on our HSA and RA products offering by providing day-to-day product support, answering product questions, and maintaining product support resources and deploying new features.
• Communicating product standards to the organization and executing dynamic management processes to ensure solutions are sold to and accepted by clients in a way that can be effectively supported by the client service teams
• Influencing and providing product expertise for communications and training materials to support products throughout their lifecycles
• Coordinating data collection and analysis of HSA and RA product effectiveness
• Measuring and monitoring current HSA and RA product capabilities and assessing trends to provide feedback to the Product roadmap and development process
• Driving product feedback discussions/recommendations from clients and internal associates
• Developing and implementing improvements to address process gaps

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed