Shape the Workflow Solutions That Power FAS Sales and Enhance Advisor Experience

Vanguard's Financial Advisor Services (FAS) organization relies on workflow technology to help Sales and service teams efficiently support financial advisors and intermediary clients. Two Appian-based applications are at the center of these workflows today:

Advisor & Intermediary Request Management (AIRM). AIRM supports request management for the Sales Development Desk (SDD) and Client Account Administration (CAA), including strategist engagements, literature and gift orders, website support, advisor access management, and intermediary client requests.

Service Request Tool (SRT). SRT enables FAS Sales to request consulting services from investment strategists and other subject-matter experts across FAS.

We are seeking a Product Manager to own the vision, strategy, roadmap, and business outcomes for SRT and AIRM while defining the future of workflow solutions across FAS. This role will identify opportunities to simplify workflows, integrate systems, reduce manual work, and use automation and AI to improve how FAS serves advisors and intermediaries.

Role Overview

As the FAS Workflow Solutions Product Manager, you will own the strategy and evolution of business-critical workflow products that help FAS scale its services efficiently and consistently. You will deeply understand user workflows and business problems, set product direction, decide what to build and why, and make prioritization decisions based on customer and business value, data, risk, and technical feasibility.

You will work across Sales, the Sales Development Desk, Client Account Administration, strategist teams, engineering, architecture, and other partners to take opportunities from discovery through delivery and adoption. And, you will define measurable outcomes and use data to determine whether the solutions we build are creating meaningful value.

What You'll Own

Product Strategy & Roadmap 

• Define and communicate a clear, forward-looking vision and roadmap for SRT and AIRM that aligns with FAS business objectives and enterprise architecture.
• Define the future-state workflow product strategy for FAS, including how existing platforms, integrations, automation, and AI should evolve to meet changing business needs.
• Lead continuous product discovery with Sales, SDD, CAA, strategists, and other users to understand end-to-end workflows, identify root problems, test assumptions, and translate insights into product opportunities.
• Prioritize competing opportunities using customer insight, data, projected business value, risk reduction, technical feasibility, and effort.
• Define measurable product outcomes before significant investments are made. Track results such as hours saved, turnaround time, adoption, capacity created, and service quality, and use those results to inform future investment.

Delivery & Execution

• Own and refine the product backlog, making scope and sequencing trade-offs based on user and business value, compliance, data availability, integration complexity, technical health, and team capacity.
• Partner with engineering, technology delivery, architecture, and production support to ensure reliable delivery and operation of the products, making appropriate trade-offs across new capabilities, technical health, defects, and risk.
• Lead change management and adoption planning so that new capabilities translate into sustained user and business value.
• Balance priorities across stakeholder groups and keep leaders informed through clear, outcome-oriented updates on decisions, roadmap progress, risks, and value delivered.

AI-Enabled Workflow

• Identify and deliver AI capabilities that reduce manual effort and improve service quality, including AI-assisted email intake, request triage and classification, routing, summarization, and next-best actions.
• Evaluate emerging capabilities, including Appian Model Context Protocol (MCP) integrations, to improve workflow efficiency, interoperability, and the user experience.
• Partner with technology, risk, legal, compliance, and business stakeholders to ensure AI-enabled capabilities are useful, reliable, explainable, and appropriate for production use.

Product Analytics & Metrics

• Define the product instrumentation, metrics, and reporting needed to understand demand, workflow performance, capacity, adoption, and business outcomes.

• Establish and monitor measures such as turnaround time and SLA performance, request volume, aging items, strategist capacity, adoption, user satisfaction, hours saved, and service quality.

• Use quantitative and qualitative evidence to identify opportunities, evaluate product performance, and guide roadmap and investment decisions.

• Ensure teams and leaders have clear visibility into demand, capacity, performance, and value delivered.

Required Skills & Experience

• 3+ years of product management or product ownership experience with demonstrated end-to-end ownership of a digital product, including discovery, product strategy, roadmap development, prioritization, delivery, adoption, and measurement of business outcomes.
• Experience owning workflow or business process management (BPM) applications and improving end-to-end business processes.
• Demonstrated ability to make product trade-offs and prioritize competing opportunities using customer insight, data, business value, risk, and technical feasibility.
• Experience delivering system integrations, including APIs and data flows, in partnership with engineering and architecture teams.
• Strong analytical skills, including defining success metrics, establishing product instrumentation, and using data to guide product decisions.
• Strong communication and influence skills, with the ability to translate business problems into clear product requirements and explain technical concepts, decisions, and trade-offs to business and executive audiences.
• Ability to manage multiple products and stakeholder groups while creating clarity, aligning expectations, and maintaining focus on the highest-value outcomes.

Preferred

• Experience with the Appian low-code platform.
• Experience delivering AI/automation capabilities in production workflow applications. 
• Familiarity with Jira, Confluence, and Agile methodology. 

Why This Role

You will own two products that FAS teams rely on every day, with a real opportunity to modernize how Vanguard serves advisors and intermediaries. You'll shape how system integrations and AI reduce manual work and help scale FAS offers. Your work will have a visible, direct impact on how quickly and consistently FAS teams serve external advisors.

Special Factors

Sponsorship

About Vanguard

At Vanguard, we don't just have a mission—we're on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.