Product Manager - Senior Manager Product Support
Fidelity Investments Inc.
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Job summary
Fidelity Investments Inc. in Bengaluru, India is seeking a Senior Manager Product Support for Health & Welfare products.
You will own deployment, education, documentation, and client-facing communications for features developed by the squads. You will partner with Product Management, Development, Operations, Client Services, and Account teams to build a durable knowledge ecosystem supporting decision-making and AI-assisted operations.
Qualifications
- Experience in health and welfare benefits administration.
- Familiarity with AI-enabled processes and knowledge management.
- Ability to design scalable workflows and data models.
- Strong analytical and problem-solving skills.
- Experience partnering with product, ops, and client services teams.
Responsibilities
- Own deployment, education, and documentation for H&W product features.
- Develop reporting to monitor product health and inform roadmaps.
- Create scalable knowledge ecosystems for AI agents and human users.
- Drive adoption of AI-enabled capabilities and agentic workflows.
- Collaborate with cross-functional teams to improve support operations.
- Define future Product Support operating model with AI integration.
Skills
Education
Job description
Job Title - Product Manager - Senior Manager Product Support
Health and Welfare (H&W) Product Support and Deployment serves as a primary point of contact supporting the H&W Practice and Product Support team. This role focuses on the H&W benefits administration product offering, owning deployment, education, documentation, and communication for product capabilities developed by the development squads. The individual will work alongside H&W Product & Client teams 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 analysis and feedback to the Product roadmap and development teams/squads to continuously improve our offerings.
In addition, this role will help shape the future of Product Support by leveraging AI, automation, and agentic workflows to improve the way information is created, consumed, analyzed, and acted upon across the H&W organization. The successful candidate will evaluate end-to-end support processes, identify opportunities to augment and automate routine activities, and design scalable human-in-the-loop workflows that improve quality, consistency, speed, and outcomes.
The individual will serve as a systems thinker who can organize complex product, operational, client, and regulatory information into structured data models and knowledge frameworks that can be trusted by both associates and AI-powered agents. They will partner closely with Product Management, Development, Operations, Client Services, and Account teams to build a durable knowledge ecosystem that supports decision-making, accelerates onboarding, improves support experiences, and enables the next generation of AI-assisted product operations.
This role requires an individual who can balance strategic transformation with operational execution, driving measurable improvements while helping the organization evolve its Product Support operating model.
Serving as the primary point of support and subject matter authority for internal associates on our H&W offering by providing day-to-day product support, answering product questions, 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 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 H&W product effectiveness.
Measuring and monitoring current H&W product capabilities and assessing trends to provide feedback to the Product roadmap and development process.
Driving product feedback discussions and recommendations from clients and internal associates.
Developing and implementing improvements to address process gaps.
Establishing a trusted knowledge foundation for the H&W product organization by creating and governing data models, information taxonomies, and knowledge graphs that enable both human users and AI agents to access accurate, actionable information.
Evaluating Product Support processes end-to-end and identifying opportunities to improve efficiency, quality, consistency, and customer outcomes through AI-enabled automation and agentic workflows.
Designing, implementing, and continuously optimizing human-in-the-loop workflows that balance automation with appropriate business oversight, controls, and accountability.
Creating scalable mechanisms for capturing product knowledge, operational insights, client feedback, implementation learnings, and support expertise to strengthen organizational intelligence.
Partnering with Product Management, Operations, Client Services, Development, and business stakeholders to transform how work is performed and how decisions are made.
Driving adoption of AI-powered capabilities and fostering a culture of experimentation, continuous improvement, and operational excellence.
Helping define and evolve the future Product Support operating model, leveraging AI agents and intelligent workflows to increase productivity, reduce operational friction, improve knowledge accessibility, and accelerate delivery of business value.
Serving as a catalyst for organizational change by helping teams understand, adopt, and effectively utilize emerging AI and agentic capabilities in their daily work.
H&W experience – familiarity with outsourced benefits administration for health-related coverages (e.g., medical, dental, vision) and welfare-related plans (e.g., life, disability), as well as account-based plans (e.g., HSA, FSA), including the allowable changes to benefit elections based on status changes and other qualifying life events.
Insurance industry – familiarity with H&W insurance carriers and their data requirements from benefits administrators, as well as general knowledge of ERISA, HIPAA, and the regulatory environment.
Customer focus – approaches all assignments from the customer's perspective; our external customers are Plan Sponsors, benefits-eligible Participants and their eligible dependents. Our internal customers are representatives from Sales, Relationship Management, Client Services, and Operations.
CEBS, FLMI, HIAA or similar benefits administration certification is highly desirable.
Experience leveraging AI technologies, knowledge management platforms, workflow automation solutions, and intelligent agents to improve business processes and operational efficiency.
Working knowledge of Agentic AI concepts, including orchestration, reasoning workflows, retrieval-augmented generation (RAG), human-in-the-loop controls, and AI governance considerations.
Experience designing, organizing, or governing structured content, metadata, taxonomies, data models, or knowledge repositories that improve information discoverability and trustworthiness.
Demonstrated ability to think across systems, understanding the relationships between products, processes, data, technology, operations, customer experiences, and business outcomes.
Experience evaluating business processes and translating them into scalable workflows, automation opportunities, and decision-support frameworks.
Proven ability to lead change and influence adoption of new tools, processes, and ways of working across diverse stakeholder groups.
Strong analytical and problem-solving skills with a passion for transforming complex information into actionable insights.
Requires a solid understanding of H&W benefits, the supporting ecosystem, and the regulatory environment.
An appreciation for the strategic direction of both clients and customers, how the capabilities of the Fidelity H&W offering work, and a general sense of how competitors position their offering against ours.
Must be customer-focused and service-oriented in a very rapid-paced 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.
Must have a mindset that "owns the outcome" by working collaboratively with all customers and stakeholders to ensure an excellent end-to-end outcome.
Exhibit excellent communications, 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 meet 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.
Ability to design and implement agentic workflows that combine AI capabilities with human expertise to improve quality, efficiency, and operational effectiveness.
Demonstrated experience creating logical information architectures, data models, and knowledge graphs that connect information across products, processes, documentation, policies, and operational workflows.
Ability to assess how information enters, moves through, and exits an organization and redesign those processes using automation, AI agents, workflow orchestration, and governance best practices.
Strong systems-thinking mindset with the ability to understand upstream and downstream impacts of process, product, data, and technology decisions.
Ability to identify repetitive, manual, and knowledge-intensive work and translate it into scalable AI-enabled operating models.
Experience partnering with business and technology teams to define requirements, prioritize opportunities, measure outcomes, and drive adoption of new capabilities.
Comfortable serving as a change champion who can educate, influence, and motivate teams to embrace new AI-powered ways of working.
Strong curiosity and learning agility regarding emerging AI technologies, enterprise knowledge management, automation, and productivity solutions.
Health and Welfare (H&W) Product Support and Deployment serves as a primary point of contact supporting the H&W Practice and Product Support team. This role focuses on the H&W benefits administration product offering, owning deployment, education, documentation, and communication for product capabilities developed by the development squads. The individual will work alongside H&W Product & Client teams 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 analysis and feedback to the Product roadmap and development teams/squads to continuously improve our offerings.
H&W experience – familiarity with outsourced benefits administration for health-related coverages (e.g., medical, dental, vision) and welfare-related plans (e.g., life, disability), as well as account-based plans (e.g., HSA, FSA), including the allowable changes to benefit elections based on status changes and other qualifying life events.
Insurance industry – familiarity with H&W insurance carriers and their data requirements from benefits administrators, as well as general knowledge of ERISA, HIPAA, and the regulatory environment.
Customer focus – approaches all assignments from the customer's perspective; our external customers are Plan Sponsors, benefits-eligible Participants and their eligible dependents. Our internal customers are representatives from Sales, Relationship Management, Client Services, and Operations.
CEBS, FLMI, HIAA or similar benefits administration certification is highly desirable.
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