Product Manager Production Support

Job description

Description and Requirements The Team You Will Join 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 The Product Manager, Production Support & AI-Driven Delivery is accountable for end-to-end product performance in production, ensuring stability, scalability, and continuous improvement of AI-enabled solutions across Disability & Leave (D&L).

This role goes beyond traditional product management—owning live product outcomes, production health, and AI-enabled evolution. You are responsible for ensuring solutions not only launch successfully, but operate reliably, adapt intelligently, and improve continuously through AI-driven insights and feedback loops. You act as the bridge between product, operations, and engineering, using deep domain expertise and AI capabilities to prioritize, diagnose, and resolve production issues at speed while shaping forward-looking enhancements.

Key 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.

Required Qualifications

• 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

Preferred Qualifications

Strong leadership skills The expected salary range for this position is $102,000 - $171,100 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.