Manager, Product Support

Fidelity will not provide immigration sponsorship for this position.

Job Description:

The Role 

Product Support serves as the project manager, the primary point of contact supporting the product manager. This role focuses on HSA and Flexible Spending and Reimbursement Account (FSRA) product offerings owning deployment, education and communication for product capabilities developed by the product manager.  

The Expertise and Skills You Bring 

• HSA experience – familiarity with HDHPs and HSAs, our product offering, and the associated service model and support structure 

• FSRA exposure – familiarity with reimbursement account types 

• Customer focus – think about everything from the customer’s perspective; our customers are plan sponsors and end user account holders, but we also have working relationships with advisors, consultants, benefits brokers, health carriers, sales, implementations, operations, technology and other key team members that we must consider in deployment 

• Series 7 and 63 is required at time of hire or within 3 months of start date 

• Requires a solid 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 

• Must be able to 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 solid analytic and problem-solving skills keeping the customer at the front of your analysis and solution development while thinking/strategizing beyond the stated need 

• 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 

• Serving as the primary point of support and subject matter authoritative for internal associates on our HSA and FSRA 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 FSRA product effectiveness 

• Measuring and monitoring current HSA and FSRA 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 

The Team 

This team is the face of HSA and FSRA to Fidelity associates. We roll out and support new product features and capabilities to ensure client adoption and measure the health of our product offering to improve the customer and associate experience. 

The individual will work along-side Health and Benefit Accounts product manager and technology lead to identify non-technical impact for key business partners, document new features, educate client facing and support associates regarding 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/product teams to strive to continuously improve our offerings. 

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.