Director, Customer Solutions

3 months ago

Boston, United States Fidelity TalentSource LLC Full time



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, \u201Cself-starters\u201D 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\u2014we 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.

  • Podiatrist - Medical Director Services PC

    21 hours ago

    Boston, Massachusetts, United States Medical Director Services PC Full time

    Job Summary:Medical Director Services PC is seeking an experienced Podiatrist to provide professional and medical podiatric services to patients with conditions affecting the foot, ankle, and related structures in skilled nursing facilities throughout Massachusetts. Inquire about availability in other states as well.Key Responsibilities:Provide essential...

  • Director, Customer Engagement

    23 minutes ago

    Boston, United States Show Pad Full time

    Director, Customer EngagementAbout ShowpadShowpad is the market leading Enablement solution that trusted global brands use to unite their revenue teams, deliver superior customer experiences, and drive seller effectiveness. Over 1400 customers across the globe count on Showpad to help sellers sell the way buyers want to buy, to save sellers time on non...

  • Director, Solutions Engineering, Named AMER

    1 month ago

    Boston, United States Snyk Full time

    Job DescriptionJob DescriptionEvery day, the world gets more digital thanks to tens of millions of developers building the future faster than ever. But with exponential growth comes exponential risk, as outnumbered security teams struggle to secure mountains of code. This is where Snyk (pronounced "sneak") comes in. Snyk is a developer security platform that...

  • Director, Customer Experience

    3 months ago

    Boston, United States Duck Creek Technologies Full time

    **Director, Customer Experience** ***Helping careers take flight. Reshaping an industry. Enable your career to be Made on Duck Creek.*** WHAT WE ARE ABOUT: Duck Creek is an insurance industry leader, driving transformation and delivering modern SaaS solutions that help insurers set a new standard and revolutionize how consumers interact with insurance...

  • Director, Customer Experience Design and Operations

    3 weeks ago

    Boston, United States Saviance Full time

    Job Title: Director, Customer Experience Design and Operations Duration: 3-6 Months Contract to Hire Location: Remote About BigRio: BigRio is a remote technology consulting firm headquartered in Boston. We deliver a range of solutions including custom machine learning/AI integrations and data warehousing and processing solutions. Our comprehensive...

  • Director, Customer Experience Engineering

    3 months ago

    Boston, United States Snowflake Computing Full time

    **Director, Customer Experience Engineering** Location Boston, Massachusetts, USA Category Engineering REQ4840 JOB DESCRIPTION There is only one Data Cloud. Snowflakes founders started from scratch and designed a data platform built for the cloud that is effective, affordable, and accessible to all data users. But it didnt stop there. They engineered...

  • Director, Customer Experience

    3 months ago

    Boston, United States Nexamp Full time

    **Director, Customer Experience** at Nexamp Boston, MA **Lets make a difference together. Join our team!** **SUMMARY** The Customer Experience & Operations department is a growing organization with a vision to continuously enhance Nexamps customer-facing business processes. The Director, Customer Experience will lead our customer contact center team, as...

  • STAT - Marketing Solutions Director

    1 month ago

    Boston, United States Boston Globe Media Partners Full time

    Job DescriptionJob DescriptionAbout STATIn November 2015, STAT was launched as a new national media brand focused on health, medicine, and life sciences. Since then, we have grown to be the authoritative and trustworthy news media source in the industry and our all-star team of editors and reporters have won numerous journalism awards, including being named...

  • Customer Solutions Representative

    7 days ago

    Boston, United States Plymouth Rock Assurance Full time

    Overview: Who are we? Plymouth Rock is a leading auto and home insurance carrier servicing customers across 6 northeast states. The Plymouth Rock Home team is a start-up within a well-established insurance company and has grown 6x the size over the last 2 years. Our headquarters is in the heart of Boston, across the street from the iconic South Station. ...

  • Customer Solutions Representative

    2 months ago

    Boston, United States Plymouth Rock Assurance Full time

    Overview: Who are we? Plymouth Rock takes pride in being recognized by The Boston Globe as a Top Place to Work. We are a leading auto and home insurance carrier servicing customers across 6 northeast states. The Plymouth Rock Home team is a start-up within a well-established insurance company and has grown 6x the size over the last 2 years. Our headquarters...

  • Sales Director

    14 hours ago

    Boston, Massachusetts, United States ESG Book Full time

    About ESG BookESG Book is a pioneering leader in sustainability data and technology, dedicated to empowering organizations to build a more sustainable future. Our comprehensive platform offers a wide range of ESG-related data, analytics, and software that cater to the needs of the world's largest financial institutions and corporations.With a global presence...

  • Associate Director, Human Resources Systems and Solutions

    1 month ago

    Boston, Massachusetts, United States Chewy Full time

    We are hiring awesome humans, and we hope that includes youAre you looking for more than just a job? At Chewy, you'll find yourself on a career path with other awesome humans, like yourself. You'll be part of a culture that values everything that you do, who you are, and the goals you have set for your career. We want to give you the opportunity to grow,...

  • Director, Customer Experience Analytics

    3 months ago

    Boston, United States DraftKings Full time

    **Director, Customer Experience Analytics** * JR2583 * Full Time ** **What youll do as a Director, Customer Experience Analytics:**** * Lead a team dedicated to driving the strategy for measuring and improving overall satisfaction and success metrics across all Customer journeys. * Develop the framework for analyzing and monitoring progress across our...

  • Director of Sales eCOA Solutions

    3 weeks ago

    Boston, United States Clario Full time

    Director of Sales eCOA SolutionsTo liaise with clients and potential clients in order to reach corporate objectives.ESSENTIAL DUTIES AND RESPONSIBILITIES:Meet and exceed quarterly and annual sales targets.Generate new business leads and manage the sales process.Manage assigned strategic and key account relationships individually or in coordination with a...

  • Director of Customer Success

    2 months ago

    Boston, United States Nexthink Full time

    Job DescriptionJob DescriptionCompany DescriptionHi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and...

  • Director of Customer Success

    2 months ago

    Boston, United States Nexthink Full time

    Company Description Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and...

  • Director of Customer Success

    2 months ago

    Boston, Massachusetts, United States Nexthink Full time

    Company DescriptionHi, we're Nexthink. We're not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and...

  • Director of Enterprise Customer Success

    2 months ago

    Boston, United States Veryon Full time

    Job DescriptionJob DescriptionDirector of Enterprise Customer Success   As the Director of Enterprise Customer Success, reporting to the Chief Customer Officer, you will lead the strategy and execution of customer success initiatives to drive product adoption, customer loyalty, and retention of large enterprise accounts. This role will focus on...

  • Director, Financial Aid

    2 weeks ago

    Boston, United States Complete Staffing Solutions Inc. Full time

    Director Of Financial Aid Job DescriptionThe Director of Financial Aid works collaboratively with Admissions, Student Accounts, Registrar, Dean of Academics, Student Services, and the Finance Office to coordinate financial aid awareness on campus and process student Financial Aid.The Financial Aid Director is responsible for the following:Coordinating...

  • Director of Customer Success

    29 minutes ago

    Boston, United States Memfault Full time

    Memfault is looking for an experienced Director of Customer Success to lead our Success and Implementation teams. The CS team drives implementations, manages customer relationships, and tees up expansions to help grow the business. This is a strategic function for the company, which underpins our land and expand strategy and our ability to grow a very large...