Director, Product Management - Service & Automation

Fidelity; United States; On-site; USD 180,000 - 240,000; Full time

Job summary

Fidelity is seeking a Director, Product Manager - Service and Automation to own the vision, strategy, and execution for a portfolio focused on transforming Fidelity's service delivery through digital experiences and automation.

You will identify opportunities across the customer and associate journey to reduce friction, digitize processes, and automate workflows, leveraging data and emerging technologies to deliver measurable business value.

Qualifications

• Bachelor's degree required; MBA or equivalent advanced business experience preferred.
• 10-15+ years of experience in product management, digital transformation, automation, operations, or related disciplines.
• Experience within financial services, wealth management, brokerage, or other highly regulated industries.
• Demonstrated success defining, launching, and scaling products, platforms, or business capabilities.
• Experience leading cross-functional teams through complex transformation initiatives.
• Strong understanding of Agile product development methodologies.
• A data-driven approach to identifying customer needs, defining opportunities, and prioritizing investments to maximize business and client value.
• Ability to translate strategic objectives into clear product roadmaps, priorities, and measurable outcomes.
• Strong analytical and problem-solving skills with the ability to simplify complex business challenges.
• Expertise in defining product requirements, developing user stories, and establishing clear acceptance criteria.
• Proven ability to influence, lead, and align stakeholders across

Responsibilities

• Define, refine, and communicate a compelling product vision, mission, and roadmap that aligns stakeholders and drives execution.
• Drive initiatives that increase digital engagement and self-service adoption while reducing customer effort and service demand.
• Identify and execute opportunities to eliminate manual work, streamline operational processes, and improve associate productivity through automation.
• Develop and deliver solutions that reduce avoidable service contacts, improve operational efficiency, and create scalable customer experiences.
• Leverage AI, analytics, and emerging technologies to transform service delivery and unlock new business value.
• Establish success metrics and evaluate outcomes to ensure initiatives achieve intended objectives.
• Establish outcome-based metrics to measure success and inform future investment decisions.
• Drive alignment across business, technology, operations, and service teams to accelerate delivery and remove obstacles.
• Make informed tradeoff decisions to optimize value, speed, quality, cost, and risk.
• Influence enterprise-wide strategy, investment decisions, and roadmaps through senior leadership discussions.
• Champion innovation and continuous improvement by leveraging customer insights, operational data, and emerging technologies to shape future capabilities.

Skills

Agile methodologies

Cross-functional leadership

Data-driven decision-making

Stakeholder management

Strategic thinking

Education

Bachelor's degree

MBA or equivalent advanced business experience

Job description

Fidelity is seeking a Director, Product Manager - Service and Automation to own the vision, strategy, and execution for a portfolio focused on transforming Fidelity's service delivery through digital experiences and automation.

You will identify opportunities across the customer and associate journey to reduce friction, digitize processes, and automate workflows, leveraging data and emerging technologies to deliver measurable business value.