Manager, Product Support

Job Description:

Note: This role Requires Series 7 & 63 licensing at time of hire.

Role

The Health and Benefit Accounts Product Support Manager serves as the project manager and 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 Account 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. 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 measure the health of our product offering to improve the customer and associate experience.

The Expertise and Skills You Have

• 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 plan sponsors and end user account holders, but we are also starting to build working relationships with advisors, consultants, benefits brokers, health carriers, and other key team members
• Series 7 and 63 is required at time of hire
• ECFC Certification for FCS, required at time of hire or within 1 year 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 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 The Value You Deliver
• 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

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.