Job Description:

Manager, Account Lifecycle

Note: Fidelity is not providing immigration sponsorship for this position

The Role

The primary mission of the Investment Operations team is helping people, help people. We are looking for dynamic and customer-focused Leader to lead our Advisor Firm Implementation and Pooled Income Fund. The manager is accountable for firm-level support activities, including onboarding new firm relationships, leading ongoing firm-level account changes, entity changes, and coordinating with internal partners to ensure seamless integration across systems and processes. Additionally, they lead the program aspects of the Pooled Income Fund program, coordinating the full lifecycle (account maintenance, client statements, asset distributions, and vendor management for PGCalc). This leader ensures operational excellence, program continuity, risk mitigation, and a consistently high-quality client experience across all components of the service.

The ideal candidate is a strategic problem solver and people leader who thrives in complex environments. They complete work precisely and foster positive relationships across technology, operations, compliance, client experience, and product teams.

• Lead onboarding for new firms, ensuring seamless integration into operational models, data flows, and service expectations
• Handle firm account changes, including mergers, acquisitions, restructures, and affiliation updates
• Establish routines to strengthen firm-level relationships and ensure a consistent, engaged partnership experience
• Drive entity change projects and processes with cross-business units partners
• Lead the end-to-end PIF program management related to client account maintenance, client statements, distributions, and vendor interactions
• Lead all aspects of operational workflows, service quality, and risk controls across the full client lifecycle
• Establish and maintain service-level frameworks, including important metrics, SLAs, escalation paths, and governance routines
• Drive continuous improvement initiatives to enhance efficiency, reduce complexity, and strengthen operational stability
• Partner with RPA and technology teams to define business requirements, prioritize enhancements, and support delivery of system updates
• Serve as the business owner for PGCalc processes and associated vendor relationships
• Ensure data completeness, integrity, and compliance with regulatory and contractual requirements
• Lead vendor performance, contracts, and regular reviews; partner on roadmap items and issue resolution
• Partner with internal teams—including Technology, Compliance, Product, Risk, Service, and Client Experience—to coordinate delivery, handle customer concerns, and resolve complex issues
• Represent PIF and Firm Support in strategic forums, governance meetings, and firmwide initiatives
• Influence senior leadership with data-driven insights and thoughtful recommendations
• Lead, coach, and develop a team of analysts to deliver high-quality support
• Build an environment centered on accountability, collaboration, and continuous improvement
• Ensure team members have clear development plans and are cross-trained to strengthen resiliency and capacity

The Expertise and Skills You Bring:

• You approach every situation with a customer first perspective
• Bachelor’s degree in Business, Management, or a related field is preferred)
• 5–7+ years of experience in program management, operations, client services, or related financial services
• Demonstrated leadership experience managing people and driving cross-functional initiatives
• Strong understanding of client account maintenance processes, statements, or client reporting workflows
• Experience managing vendors and operational dependencies
• Ability to interpret data, identify trends, and drive disciplined execution through metrics and controls
• Excellent communication, key partner management, and problem-solving skills
• Background managing firm-level onboarding or relationship support
• Comfort working with complex systems and transformation initiatives
• Advanced project management skills, with experience in XTRAC, Salesforce, Archer, Jira, and other customer account tools

The Team

Fidelity Charitable is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity. Fidelity Investments provides all the charitable organization’s employees and supports all its functions: Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising.

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Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

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.