Note: The job is a remote job and is open to candidates in USA. MetLife is the nation’s largest non-medical carrier of group insurance, impacting over 55,000 customers. The Product Manager, Production Support & AI-Driven Delivery is responsible for managing the performance of AI-enabled products in production, ensuring reliability and continuous improvement while collaborating with various stakeholders for issue resolution and enhancements.
Responsibilities
- Own end-to-end production health and performance for AI-enabled claims products and workflows
- Monitor system performance, SLAs, and user experience across claim journeys
- Lead production issue triage, resolution, and root cause analysis
- Partner with engineering, operations, and stakeholders to prioritize work and ensure rapid issue resolution
- Drive continuous improvement by eliminating recurring defects through systemic fixes and process enhancements
- Oversee FINEOS/Catalyst integration and optimization, collaborating with FINEOS to enhance performance, resolve issues, and support scalable AI capabilities
Skills
- 5+ years in product management, production support, or operations leadership within Group Benefits, Disability, or similar domains
- Strong knowledge of Disability & Leave (STD, LTD, FMLA, PFML, ADAAA) processes and systems
- Proven experience managing production incidents, triage, and root cause analysis
- Experience working with AI-enabled solutions in production or near-production environments
- Ability to make high-impact decisions under ambiguity at speed
- Strong analytical and problem-solving skills with a data-driven mindset
- Strong leadership skills
Benefits
- Annual short-term incentive compensation
- Stock-based long-term incentives
- Programs for physical and mental health
- Financial wellness
- Support for families
- Comprehensive health plan that includes medical/prescription drug and vision
- Dental insurance
- No-cost short- and long-term disability
- Company-paid life insurance and legal services
- Retirement pension funded entirely by MetLife
- 401(k) with employer matching
- Group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance
- Employee Assistance Program (EAP) and digital mental health programs
- Parental leave
- Paid time off
- Paid holidays
- Volunteer time off
- Tuition assistance
Company Overview