Product Manager, Workflow Solutions - Financial Advisor Services

Vanguard•Malvern, PA

11d•Hybrid

About The Position

Vanguard's Financial Advisor Services (FAS) organization uses workflow technology to help Sales and service teams support financial advisors and intermediary clients. The Product Manager will own the vision, strategy, roadmap, and business outcomes for two Appian-based applications: Advisor & Intermediary Request Management (AIRM), which supports request management for the Sales Development Desk and Client Account Administration, and the Service Request Tool (SRT), which enables FAS Sales to request consulting services from investment strategists and other subject-matter experts across FAS. The role will lead the strategy and evolution of these business-critical workflow products and define the future of workflow solutions across FAS. The Product Manager will develop a deep understanding of user workflows and business problems, set product direction, determine what to build and why, and prioritize based on customer and business value, data, risk, and technical feasibility. The role will work with Sales, the Sales Development Desk, Client Account Administration, strategist teams, engineering, architecture, and other partners to take opportunities from discovery through delivery and adoption, and will define and measure outcomes to determine whether products deliver meaningful value. The Product Manager will identify opportunities to simplify workflows, integrate systems, reduce manual work, and use automation and AI to improve service for advisors and intermediaries. AI-related work may include assisted email intake, request triage and classification, routing, summarization, and next-best actions. The role will also evaluate capabilities such as Appian Model Context Protocol (MCP) integrations and partner with technology, risk, legal, compliance, and business stakeholders to ensure AI capabilities are useful, reliable, explainable, and appropriate for production. The position includes ownership of product discovery, strategy, roadmaps, backlogs, prioritization, delivery, change management, adoption, product instrumentation, metrics, and reporting. It will monitor outcomes such as turnaround time, SLA performance, request volume, aging items, strategist capacity, adoption, user satisfaction, hours saved, and service quality. Vanguard describes its work as mission-driven and collaborative. Its hybrid working model applies to the majority of crew members and is designed to support flexibility alongside in-person learning, collaboration, and connection.

Requirements

At least 3 years of product management or product ownership experience, with demonstrated end-to-end ownership of a digital product, including discovery, strategy, roadmap development, prioritization, delivery, adoption, and measuring business outcomes.
Experience owning workflow or business process management (BPM) applications and improving end-to-end business processes.
Demonstrated ability to make product trade-offs and prioritize competing opportunities using customer insight, data, business value, risk, and technical feasibility.
Experience delivering system integrations, including APIs and data flows, in partnership with engineering and architecture teams.
Strong analytical skills, including defining success metrics, establishing product instrumentation, and using data to guide product decisions.
Strong communication and influence skills, including translating business problems into clear product requirements and explaining technical concepts, decisions, and trade-offs to business and executive audiences.
Ability to manage multiple products and stakeholder groups while creating clarity, aligning expectations, and maintaining focus on the highest-value outcomes.

Nice To Haves

Experience with the Appian low-code platform.
Experience delivering AI or automation capabilities in production workflow applications.
Familiarity with Jira, Confluence, and Agile methodology.

Responsibilities

Define and communicate a forward-looking vision and roadmap for SRT and AIRM aligned with FAS business objectives and enterprise architecture.
Define the future-state workflow product strategy for FAS, including the evolution of platforms, integrations, automation, and AI.
Lead continuous product discovery with Sales, SDD, CAA, strategists, and other users to understand workflows, identify root problems, test assumptions, and develop product opportunities.
Prioritize opportunities using customer insight, data, projected business value, risk reduction, technical feasibility, and effort.
Define measurable product outcomes before significant investments, track results, and use those results to guide future investment.
Own and refine the product backlog, making scope and sequencing trade-offs based on value, compliance, data availability, integration complexity, technical health, and team capacity.
Partner with engineering, technology delivery, architecture, and production support to ensure reliable product delivery and operation, balancing new capabilities, technical health, defects, and risk.
Lead change management and adoption planning so new capabilities produce sustained user and business value.
Balance stakeholder priorities and provide leaders with clear, outcome-oriented updates on decisions, roadmap progress, risks, and value delivered.
Identify and deliver AI capabilities to reduce manual effort and improve service quality, including AI-assisted email intake, request triage and classification, routing, summarization, and next-best actions.
Evaluate emerging capabilities, including Appian Model Context Protocol (MCP) integrations, to improve workflow efficiency, interoperability, and user experience.
Partner with technology, risk, legal, compliance, and business stakeholders to ensure AI-enabled capabilities are useful, reliable, explainable, and appropriate for production.
Define product instrumentation, metrics, and reporting for demand, workflow performance, capacity, adoption, and business outcomes.
Establish and monitor measures including turnaround time and SLA performance, request volume, aging items, strategist capacity, adoption, user satisfaction, hours saved, and service quality.
Use quantitative and qualitative evidence to identify opportunities, evaluate product performance, and guide roadmap and investment decisions.
Ensure teams and leaders have visibility into demand, capacity, performance, and value delivered.