Product Management Associate - CRM

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 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.