Director, Customer Solutions - Goal Booster

Job Description:

The Role

As the Director, Customer Solutions you will work within the WI Agile framework as a member of the Customer Solutions Chapter. With the Squad Leader, provide effective product leadership and management of the product backlog with a focus on communication, risk mitigation, quality assurance, effective delivery and building trusting relationships. Directors in Customer Solutions must be highly motivated, "self-starters" with a sense of ownership, and a strong desire to succeed.

You will be a key member of the Dragonstorm Squad supporting Goal Booster within the Lifetime Financial Help Product Area. Fidelity Goal Booster helps individuals set short-term goals, explore products, and simplifies the saving process. The Director, Customer Solutions will work closely with a team of cross-functional, multi-disciplinary, and dedicated squad members responsible for delivering specific business goals and outcomes for our customers.

Expertise and Skills You Bring

• Experience in product development, working with UX, product, and developers to design, deliver and maintain digital products and solutions

• Ability to prioritize iterative product releases leading to a successful customer experience

• Proficiency in various business analysis methodologies, including data analysis, uses case development, story writing, and user acceptance testing and product documentation.

• Bachelor's or equivalent degree in business, technology or other relevant field required; MBA is a plus

• Strong technology background with the ability to actively participate in detailed discussions, helping make technical trade-offs, and set criteria for Minimum Viable Product (MVP)

• Adept at working in a fast paced, collaborative, customer centric environment, possessing a positive, can-do demeanor

• Self-starter who can translate strategic goals and ideas into action quickly, conceptualizing, developing and delivering strategies that meet customer needs

• Strong leadership skills with an ability to lead with empathy to resolve conflicts

• Outstanding listening, communication and facilitation skills

• Strong negotiation and conflict resolution skills

• Excellent critical thinking, analytical and problem-solving skills

• Ability to find opportunities to innovate and take thoughtful risks to get the work done better and faster

• Assist with quarterly planning activities and influence ongoing prioritization of squad backlog

• Apply expert knowledge and act as a trusted advisor by providing consultation services to internal clients in areas of critical initiatives

• Identify, define and articulate strategic product initiatives/roadmaps for the squad and breakdown into stories which can be consumed in a single sprint

• Ability to clearly articulate product vision and features

• Accountability in ensuring the features delivered meet customer needs and bring the product vision to life

• Effectively present information and roadmap progress to Product Area and Domain leadership

• Assist Squad Leader with developing a strong team that enables its members to work successfully within the Scrum framework

• Work with key partners to define product features and maintain awareness of internal and external market trends

• Actively manage partner expectations and maintain strong communication throughout each release

• Build effective relationships with key business, IT and Legal, Compliance, and Risk partners to drive initiatives to completion

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 working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

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.