Director, Service & Automation Product Leader

Habitat For Humanity Of Durham; Durham (NC); On-site; USD 150,000 - 190,000; 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 service delivery through digital experiences and automation.

You will identify opportunities along the customer and associate journey to digitize processes and automate workflows, leveraging AI and analytics to deliver scalable solutions that improve customer outcomes while increasing efficiency.

Qualifications

• Bachelor's degree required; MBA or equivalent advanced business experience preferred
• Series 99 preferred, but not required
• 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
• 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 organizations without direct authority
• Strong executive communication and presentation skills, including the ability to influence senior leadership decision-making
• Experience building trusted partnerships across business, technology, operations, and service organizations
• Strategic product management experience with a track record of driving transformational initiatives and delivering measurable results
• Experience leading digital transformation, service modernization, or automation initiatives that deliver measurable business outcomes
• Understanding of customer service operations, service demand drivers, and strategies to improve digital self-service adoption
• Experience leveraging AI, machine learning, intelligent automation, or workflow technologies to improve customer experiences and operational efficiency
• Ability to identify opportunities to simplify processes, eliminate manual work, and reduce operational risk through technology-enabled solutions
• Strong business acumen with the ability to quantify value, build business cases, and prioritize investments based on customer and enterprise outcomes
• Ability to balance customer experience, operational efficiency, risk considerations, and business objectives when making prioritization decisions
• Demonstrated ability to foster innovation, experimentation, and continuous improvement across teams

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, 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

Skills

Strategic thinking

Executive communication

Agile product development

Data-driven decision making

Customer insights

Education

Bachelor's degree

MBA or equivalent

Series 99 preferred

Tools

AI/Automation tools

Analytics platforms

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 service delivery through digital experiences and automation.

You will identify opportunities along the customer and associate journey to digitize processes and automate workflows, leveraging AI and analytics to deliver scalable solutions that improve customer outcomes while increasing efficiency.