Job description

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 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. • 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. • 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 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. Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife’s U.S. benefits, please click here . About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible . Join us! MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”). If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

Requirements

Must-haves

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.
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
Benefits We Offer

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: avature
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave

Wellness