Senior Director of Client Experience Leadership

6 days ago


Salt Lake, Utah, United States Fidelity TalentSource LLC Full time

Job Overview:

We are seeking a seasoned leader to serve as the Senior Manager, Client Experience. This role will oversee site leadership for a team of associates focused on delivering exceptional client experiences.

About the Role:

This position will report to the Director, Client Experience and be responsible for managing a cross-functional team of associates who provide top-notch customer service. The ideal candidate will have a proven track record of balancing day-to-day responsibilities with ongoing process improvements to enhance efficiency and minimize risks.

Key Responsibilities:

  • Site leadership for a team of front-line associates, including interviewing, onboarding, payroll management, PTO management, scheduling, performance management, compensation
  • Develop and coach associates to effectively meet client needs
  • Drive culture and associate engagement through coaching, development, and a personalized approach to team leadership
  • Motivate, inspire, and drive excellence among team members
  • Monitor team and individual quality and productivity, taking steps to ensure metrics align with stated goals
  • Active coaching skills with working knowledge of Situational Leadership and Extraordinary Coach
  • Ability to partner with peers locally and nationally to maintain a collaborative culture
  • Strong verbal and written communication skills
  • Timely and effective decision making

Certifications and Requirements:

  • Bachelor's degree and/or 5+ years of experience in customer service leadership

What We Offer:

Fidelity Investments is a privately held company dedicated to strengthening the financial well-being of our clients. Our mission is to help individuals invest and plan for their future, assist companies and non-profits in delivering benefits, and provide institutions and advisors with investment solutions.

Salary and Benefits:

The estimated annual salary for this role is $120,000-$150,000, depending on location and qualifications. In addition to a competitive salary, we offer a range of benefits, including flexible work arrangements, comprehensive health insurance, and opportunities for professional growth and development.

EEO Statement:

Fidelity Investments is an equal opportunity employer committed to building an inclusive and diverse workforce. We welcome applications from qualified candidates and are happy to accommodate requests for accommodations during the application and interview process.



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