Job Description:
The Squad Leader willsupport and help drive product vision, strategy, and deliveryof omni-channelexperiencesand capabilities that ensure a resilient and stable platform to enablefrictionless experience to our clientsinevery interaction.
The Expertise You Have
Experience in a strategy role within product development or client experience
Extensive experiencecreating and implementing a frictionless customerexperience that hasproven to increase client engagement and business growth
Strong expertise in creating strategy, implementing technology, and running operations for high engagement contact centers at scale
Experience supporting large scale and complex enterprise platforms that support customer experience and associate effectiveness
Experience leadingengineering teams to develop and apply reusable artifacts and frameworks, reference architectures, design, development, change management, release management, and QA best practices
Experienceand expert level knowledgeworking with various digital and contact center technology vendors, platforms and solutions
Certified Scrum Product Owner or equivalent experience required
Pragmatic Marketing or equivalent Product Management certificationsa plus
BS/BA degree, MBA a plus, or equivalent experience
The Skills You Bring
Being client obsessed is in your DNA and you're a student ofboththeclient and associate experience
You lookfor opportunities to innovate and take thoughtful riskstodeliver valuefaster
Youdemonstrate ability to work with emerging technology capabilities, rapidly learning, and scaling innovative solutions
You have extensive experiencewithandare atcomfortbeing theconnective tissue acrossclient, business, and technology needsin thoughtful & meaningful ways
You bring a data-driven approach to decision making, both in day-to-day management and in making strategic trade-offs
You'reintellectually curious and love learning new skills and capabilities
You have a proven ability to create and articulatean inspiring visionthattranslates into real value
The Value You Deliver
Createand championaclient obsessedproductvision,strategy,and roadmap
Collaborating and coordinating across multiple squads in multiplebusiness unitsto deliver an amazing client and associate experience
Drive transformation of enterprise capability to meet the shifting expectations of ourbusiness
The Team
[Come and join our team that provides Fidelity with the world class capabilities and services which connect our associates to our millions of participants, members, and customers. We are an agile organization that is responsible for the Contact Center platform and engineering which provides our voice, email, and web chat communication channels. Continual improvement is essential in our space. This requires us to seek out associates who are curious, innovative, and driven to settle for nothing less than a complete obsession with the experiences of our customers and associates. We pride ourselves on being an organization that has a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization. The platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24x7 basis.]
Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.
Join Us
At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.
Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.
