Head of Product: Service Automation & Digital Experience

Fidelity Investments Inc.

Durham (NC)

On-site

USD 180,000 - 240,000

Full time

6 days ago

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Job summary

Fidelity Investments Inc. is seeking a Director, Product Manager – Service and Automation to own the vision, strategy, roadmap, and execution for transforming how Fidelity delivers service through digital experiences and automation.

You will drive initiatives to digitize processes, reduce friction, and automate operations across customer and associate journeys, leveraging AI and analytics to deliver scalable improvements and measurable business value.

Qualifications

Bachelor's degree required; MBA or equivalent advanced business experience preferred
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 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