Manager, Product Support

Welcome to Fidelity Investments, a leading financial services company dedicated to empowering individuals and institutions to reach their financial goals. We are currently seeking a dynamic and experienced Manager of Product Support to join our team. If you are passionate about providing exceptional customer service, possess strong leadership skills, and have a deep understanding of financial products, we invite you to apply for this exciting opportunity. As the Manager of Product Support, you will play a critical role in ensuring our clients have a positive experience with our products and services. Join us in our mission to help people live the lives they want, and make a difference in the world of finance.

1. Oversee the day-to-day operations of the product support team, including assigning tasks and monitoring team performance.
2. Develop and implement strategies to improve customer satisfaction and retention rates.
3. Train and mentor product support team members to ensure they have the necessary skills and knowledge to provide exceptional customer service.
4. Act as a point of contact for escalations and complex customer inquiries, providing timely and effective resolution.
5. Collaborate with other departments, such as sales and marketing, to ensure a seamless customer experience.
6. Monitor and analyze customer feedback to identify areas for improvement and make recommendations for product enhancements.
7. Stay informed about industry trends and competitor offerings to ensure our products remain competitive and meet customer needs.
8. Develop and maintain standard operating procedures for the product support team, ensuring consistency and efficiency.
9. Manage and monitor the product support budget, identifying areas for cost savings and optimizing resources.
10. Conduct performance evaluations for team members and provide ongoing coaching and feedback to foster their professional development.
11. Act as a brand ambassador for Fidelity Investments, promoting our values and mission to both internal and external stakeholders.
12. Ensure compliance with all regulatory requirements and company policies.
13. Continuously strive to improve the product support process and identify opportunities for automation and technology enhancements.

According to JobzMall, the average salary range for a Manager, Product Support in Boston, MA, USA is $85,000 - $120,000 per year. However, this can vary depending on the specific company, industry, and level of experience of the individual. It is important to research the specific job and company to get a more accurate salary estimate.

Fidelity Investments Inc., commonly referred to as Fidelity, earlier as Fidelity Management & Research or FMR, is an American multinational financial services corporation based in Boston, Massachusetts.