Product Management Associate - CRM

MetLife; United States; On-site; USD 100,000 - 130,000; Full time

Job summary

MetLife is seeking a Product Management Associate to support Service360 and AI-enabled transformations within the Sales, Underwriting and Enablement ART. You will partner with product managers, service leaders, and technology teams to define, prioritize, test, and deliver solutions that enhance customer, broker, and associate experiences across Group Benefits.

The role requires 2-5 years of related experience and a strong understanding of service operations, case management, and agile workflows.

Qualifications

• 2-5 years of experience in product management, business analysis, service operations, or related fields.
• Strong understanding of customer service operations and business process management.
• Ability to translate business needs into practical technology solutions.
• Excellent communication and collaboration across business and technology teams.
• AI in high-value scenarios to improve effectiveness and quality.

Responsibilities

• Support planning, prioritization, testing, and delivery of product initiatives.
• Gather requirements, develop user stories, manage product backlogs.
• Analyze customer journeys and business processes for optimization and automation.
• Coordinate pilot activities, testing, and adoption tracking.
• Evaluate AI and automation opportunities to improve productivity and servicing.

Skills

Product management

Business analysis

Service operations

Process improvement

Project delivery

AI in business

Education

High School Diploma or GED

Bachelor’s degree or higher

Tools

Salesforce

CRM

Service360

Book of Business Management

Workflow automation

Case management

Job description

Join the nation’s largest non-medical carrier of group insurance, where your work will impact over 55,000 customers and cover more than 50 million employees and family members. As part of MetLife’s Group Benefits team, you’ll deliver innovative benefits solutions — life, disability, dental, vision, and voluntary benefits — tailored to today’s employers and workforces. Collaborate with customers, brokers, and partners to expand our offerings and reimagine digital experiences. Join us and be part of an organization committed to supporting customers when they need us most.

The Opportunity

MetLife is seeking a Product Management Associate to support Service360, Book of Business Management, Workflow Automation, and AI-enabled transformation initiatives within the Sales, Underwriting and Enablement ART. This role will partner with Product Managers, Product Owners, Service leaders, business stakeholders, and technology teams to define, prioritize, test, and deliver solutions that improve customer, broker, and associate experiences across the Group Benefits business.

The ideal candidate has a strong understanding of Group Benefits service operations and how customers and brokers are sold, onboarded, managed, and serviced throughout their lifecycle. They will help drive product execution across Service360, customer servicing workflows, case management, automation, and AI-enabled capabilities while ensuring solutions align with business needs.

We’re looking for someone who is naturally curious, customer-focused, and passionate about improving how work gets done. Experience leveraging AI tools such as Microsoft Copilot, OpenAI, Claude, Gemini, or similar technologies to automate processes, improve productivity, and solve business challenges is highly valued.

This role offers the opportunity to help shape the future of customer and broker servicing at MetLife through technology, workflow automation, and AI-driven innovation.

This role will work East Coast Hours.

Key Responsibilities

• Support the planning, prioritization, testing, and delivery of Service360, workflow automation, AI, and digital product initiatives.
• Partner with Service, Operations, Sales, and Technology teams to gather requirements, develop user stories, manage product backlogs, and ensure solutions align with business needs.
• Analyze associate feedback, operational challenges, customer journeys, and business processes to identify opportunities for process improvement, automation, and enhanced user experiences.
• Coordinate pilot activities, testing efforts, release readiness, training support, stakeholder communications, and adoption tracking.
• Evaluate AI and automation opportunities that improve productivity, streamline servicing processes, and enhance customer and broker experiences.

Required Qualifications

• 2-5 years of experience in product management, business analysis, service operations, process improvement, project delivery, or a related field.
• Strong understanding of customer service operations, workflows, case management, and business process management, with experience gathering business requirements, creating user stories, facilitating testing activities, and working within notable delivery frameworks.
• Strong analytical and problem-solving skills with the ability to translate business needs into practical technology solutions.
• Excellent communication, stakeholder management, and collaboration skills with the ability to work effectively across business and technology teams.
• High School Diploma or GED equivalent.
• Ability to apply AI in high value scenarios to improve effectiveness, quality, and business impact, while structuring work to combine AI with subject matter expertise.

Preferred Qualifications

• Prior experience working within Group Benefits, including customer onboarding, broker servicing, account management, implementation, service operations, underwriting, renewals, or ongoing customer support functions.
• Experience supporting CRM, Salesforce, Service360, Book of Business Management, workflow automation, case management, or digital transformation initiatives and working within Agile workflows.
• Experience leveraging AI tools such as Microsoft Copilot, OpenAI, Claude, Gemini, or similar technologies to improve productivity, automate work, generate insights, or support business decision-making.
• Bachelor's degree or higher.

The expected salary range for this position is $100,000- $130,000. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms.

Benefits We Offer

Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife’s U.S. benefits, please click here.

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

If you need an accommodation due to a disability, please email us at [e-mail]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

This posting is for a current vacancy and is anticipated to remain open for at least 90 days from the listed posting date.