Manager, Product Support

Job Description

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

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