Vice President, Contact Center Program Management

Job Description:

The Role

We are seeking a VP, Contact Center Program Manager who will be a critical member of the Program and Product delivery team and will provide oversight and alignment of technical deliverables and agent/customer consumption.  You will collaborate across the technology and business teams to ensure alignment with strategic goals, proactively identify risks, and support data-driven decision-making across the program.  This role requires significant coordination and collaboration across Fidelity and across technology and business teams. 

Your Responsibilities include:

• Delivering large, complex programs and workstreams
• Developing and driving the program’s execution
• Facilitating effective planning
• Working with leaders to facilitate scope of work and prioritization
• Developing program roadmaps and coordinating release plans
• Managing dependencies, risks, and impediments for the program and escalating when needed
• Facilitating strategic and tactical discussions as needed to achieve commitments and outcomes
• Collaborating across multiple levels of the organization
• Creating executive level communication for internal updates, effectively communicating complex ideas and providing recommendations when needed

The Value You Deliver:

• Remain laser focused on delivering against technology end of life (EOL) dates while simultaneously identifying areas of improvement; ensure program and workstream milestones achieve value delivery.    
• Deliver the program and related workstreams both directly and indirectly. 
• Develop a deep understanding of both technology and business perspectives to enable data-driven decision making while ensuring ongoing checkpoints are in place to affirm or challenge current direction.
• Build relationships across Business Units to understand their unique perspectives while championing a ‘core and common’ approach to development; challenge the need to build/implement/configure products differently based on business needs and create/leverage frameworks to determine when BU divergence is appropriate.
• Identify and address blockers before they become major issues. When problems arise, be willing to think out of the box for how to overcome issues. Facilitate discussions to help teams identify multiple options to arrive at an end point.
• Act as the spokesperson for program progress, capably communicating status and future milestones to varying audiences, ranging from team members to executives.

The Expertise and Skills You Bring

• Experience: Bachelor’s degree
• 12 years in program management, business leadership, and technology leadership roles. 
• Proven experience leading large, complex programs that span multiple business units.  Preferable to have experience with large-scale migration planning and execution.
• Effective influence: Using your diplomacy skills, you can build consensus and stakeholder advocacy to influence positive outcomes.
• Collaborative: Demonstrated ability to build positive relationships across the organization, through collaboration and a mutual commitment to success. 
• Flexibility: Adaptable to changing needs and shifting priorities, even in an ambiguous environment.
• Organizational skills: Keeping the full program team organized with strong attention to detail. 
• Autonomous: Ability to take initiative with a high level of autonomy while working collaboratively at all levels.
• Analysis: You can lead a team through complex problem-solving with the ability to identify and articulate connections across separate, but related concepts. 
• Technical and Business Aptitude: You are equally comfortable engaging technical and business communities to develop solutions to meet business needs.   
• Communication: Strong executive presence and storytelling skills.

Note: Fidelity is not providing immigration sponsorship for this position.

The Team

This Enterprise Technology team is focused on Contact Center Modernization, which is a Top 25 initiative with a mission of ensuring Fidelity continues to differentiate in the live channels and make every interaction matter.  This work impacts the experience of upwards of 35K agents that manage more than 70M yearly customer interactions through Phone, Email, and Chat channels.  Come be part of a team that is redefining how associates in the live channel will interact with customers for years to come!

The base salary range for this position is $130,000-$264,000 per year.  

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.   

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home.  These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career.  Note, the application window closes when the position is filled or unposted.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Certifications:

Category:

Information Technology