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Director, Customer Solutions

2 months ago

Merrimack, United States Fidelity TalentSource LLC Full time



Job Description:

The Role

As a 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 Digital Governance squad working closely with a team of cross-functional, multi-disciplinary, and dedicated squad members responsible for delivering specific business goals.
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Expertise and Skills You Bring

  • 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 degree preferred
  • Agile mentality; experience with Jira or similar Agile backlog management tool preferred
  • Proficient in MS Word, Excel and PowerPoint
  • 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
  • Proven time management and organizational skills; able to balance multiple competing priorities
  • Excellent critical thinking, analytical and problem-solving skills
  • Ability to clearly articulate product vision and features
  • Ability to participate in technical discussions, help make technical trade-offs, and set criteria for Minimum Viable Product (MVP)
  • Ability to find opportunities to innovate and take thoughtful risks to get the work done better and faster
  • Negotiation, influencing and enterprise navigation capabilities
  • Strong consulting orientation with a demonstrated ability to establish relationships

The Value you Deliver

  • Review Sprint Goals at the end of every Sprint and provide sign off; has authority to accept or reject work done
  • Assist with quarterly planning activities and 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
  • Participate in defining product vision, roadmap and growth opportunities
  • Identify, define and articulate strategic product initiatives/roadmaps for the squad
  • Effectively present information and roadmap progress to Tribe and Domain leadership
  • Assist Squad Leader with developing a strong team that enables its members to work successfully within the Scrum framework
  • Assist with the elaboration of Epics, Themes and Features into user stories that are granular enough to be achieved in a single sprint
  • Backlog management and prioritization
  • Understand Workplace Investing business and organizational structures
  • Identify business needs and improvement opportunities; develop use cases and propose solutions
  • 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
  • Establish and facilitate meetings to include demos of sprint deliverables and impact analysis results
  • Lead organizational readiness activities, addressing obstacles and opportunities related to product delivery
  • Convey business value of technology initiatives to Scrum team members including QA and Development resources
  • Build effective relationships with key business, IT and Legal, Compliance, and Risk partners to drive initiatives to completion
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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 hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.

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.