Director, Product Manager - Service and Automation

Fidelity; United States; Sur place; USD 180 000 - 240 000; Plein temps

Résumé du poste

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

Responsabilités

• 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.

Connaissances

Agile methodologies

Cross-functional leadership

Data-driven decision-making

Stakeholder management

Strategic thinking

Formation

Bachelor's degree

MBA or equivalent advanced business experience

Description du poste

Fidelity will not provide immigration sponsorship for this position.

Job Description:

The Role

As Director, Product Manager - Service and Automation, you will own the vision, strategy, roadmap, and execution for a portfolio of products and capabilities focused on transforming how Fidelity delivers service through digital experiences and automation.

This role is responsible for identifying opportunities across the customer and associate journey to eliminate friction, reduce avoidable service contacts, digitize manual processes, and automate operational workflows. You will leverage customer insights, operational data, and emerging technologies (artificial intelligence and intelligent automation), to deliver scalable solutions that improve customer outcomes while increasing organizational efficiency.

You are accountable for identifying and prioritizing complex end-to-end business opportunities, defining strategic outcomes, and guiding execution across multiple workstreams. As the business leader for your product area, you will serve as the primary steward of the team's mission, ensuring alignment between customer needs, business priorities, and technology investments.

Working in close partnership with your two-in-a-box Engineering Leader, you will establish strategic priorities, drive quarterly planning, and oversee product execution. You will lead roadmap development, prioritize investments based on client and business value, and ensure teams remain focused on delivering measurable outcomes.

You will influence senior leaders across Fidelity on strategic direction, resource allocation, and business transformation opportunities. You will foster a culture of innovation, experimentation, and continuous learning, empowering teams to challenge assumptions, test new ideas, and scale successful solutions.

Success in this role will be measured by your ability to deliver meaningful improvements in customer experience, digital adoption, service call reduction, automation of manual work, operational efficiency, and business value while positioning Fidelity for the next generation of intelligent service capabilities. Candidates must be able to leverage data to inform decisions, synthesize and clearly communicate insights, and apply a customer-first mindset with ownership, curiosity, and a commitment to continuous learning to deliver impactful results.

• 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, including customer experience, digital adoption, service call reduction, operational efficiency, and automation benefits, 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 participation in senior leadership discussions
• Champion innovation and continuous improvement by leveraging customer insights, operational data, and emerging technologies to shape future capabilities

The Expertise and Skills you Bring

• Bachelor's degree required; MBA or equivalent advanced business experience preferred
• Series 99 preferred, but not required
• 10-15 plus 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 acro