Product Manager - Senior Manager Product Support

Job description

Job Description Job Title **Product Manager - Senior Manager Product Support The Purpose of This Role 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. The Value You Deliver • 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. The Skills That Are Key To This Role Technical / Behavioral • 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),