Job Description:
The Role
Do you have a strong interest in influencing, motivating, and implementing change? Can you plan and lead intricate cross-departmental and cross-organizational projects and enjoy working closely with tech partners at Fidelity and our vendors? If yes, come join us in guiding Fidelity towards the future by spearheading strategic, complex projects within our Enterprise Customer Contact Center Technology team!
We are looking for a Director, Program Project Manager Strategy & Planning EC3 (Enterprise Customer Contact Center) who will lead all aspects of project planning and implementation with diverse teams for timely completion. This position involves substantial coordination and teamwork throughout Fidelity Technology.
Your Responsibilities Include:
- Leading large, complex project/process/program management and workstream delivery
- Developing and driving the program’s execution strategy and facilitating effective planning
- Partnering with leaders to define scope and prioritize work
- Creating program roadmaps and coordinating release plans
- Defining scope for complex technology projects with a strong understanding of technology delivery, operational readiness, and resiliency
- Managing dependencies, risks, and impediments across projects, and escalating when necessary
- Building, maintaining, and executing complex multi-organizational project plans
- Facilitating both strategic and tactical discussions with product and delivery teams to achieve shared objectives
- Collaborating across multiple levels of the organization
- Creating executive-level communications for internal updates, effectively conveying complex ideas and providing recommendations
- Continuously identifying opportunities to improve program performance
- Managing timelines and budgets
The Expertise and Skills You Bring
- Bachelor’s degree or equivalent experience and 5–8 years in consulting or project/program management roles.
- A solid understanding of project and program management concepts, frameworks, tools, and methodologies is required.
- Demonstrated experience in influencing teams and leading large, sophisticated programs in complex organizational and technology environments is crucial.
- Proficiency in Microsoft Office tools, such as Excel, PowerPoint, Word, Microsoft Project and Outlook, is required for generating high-level presentations, Excel models, pivot tables, and reports. Knowledge of Agile methodology and delivery (Scrum Master/other Agile certifications) is advantageous, as is a solid grasp of cloud platforms, API and microservices architecture, cybersecurity, regulatory compliance, and DevOps/CI/CD automation.
- Strong executive presence and storytelling skills are crucial, as well as the ability to foster agreement and collaborator support. You should feel at ease interacting with technical teams to craft solutions that fulfill project requirements and flexible in response to evolving needs and priorities.
Note: Fidelity is not providing immigration sponsorship for this position.
The Team
Fidelity Technology’s team ensures reliable technology management for customer contact centers. We connect with millions of participants, members, and customers at Fidelity through voice, email, and web chat channels.
Certifications:
Category:
Information TechnologyMost 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.