In this role, you will own the vision, strategy, roadmap, and execution for a portfolio of Service and Automation products at Fidelity. You will focus on transforming service delivery through digital experiences and automation, using customer insights and operational data to reduce service contacts and eliminate manual work.
Role Overview
You will be accountable for identifying and prioritizing end-to-end opportunities across the customer and associate journey. The goal is to remove friction, reduce avoidable service demand, digitize manual processes, and automate operational workflows to create scalable, measurable customer experiences.
Working closely with your two-in-a-box Engineering Leader, you will establish strategic priorities, drive quarterly planning, and oversee product execution. You will lead roadmap development, prioritize investments based on client and business value, and ensure delivery remains focused on outcomes.
What You Will Own
- Define, refine, and communicate a product vision, mission, and roadmap that aligns stakeholders and drives execution
- Identify and execute opportunities to eliminate manual work, streamline operational processes, and improve associate productivity through automation
- Establish success metrics and evaluate outcomes to ensure initiatives achieve intended objectives
- Account for tradeoffs across value, speed, quality, cost, and risk to optimize delivery
- Serve as the primary steward of the team’s mission, aligning customer needs, business priorities, and technology investments
- Leverage AI, analytics, and emerging technologies to transform service delivery and unlock new business value
- Influence enterprise-wide strategy, investment decisions, and roadmaps through participation in senior leadership discussions
Collaboration and Execution
You will drive alignment across business, technology, operations, and service teams to accelerate delivery and remove obstacles. You will champion innovation and continuous improvement by using customer insights, operational data, and emerging technologies to shape future capabilities and next-generation intelligent service opportunities.
You will influence senior leaders across Fidelity on strategic direction, resource allocation, and business transformation opportunities. You will also foster a culture of innovation, experimentation, and continuous learning so teams can challenge assumptions, test new ideas, and scale successful solutions.
Success Metrics
Your results will be measured by your ability to deliver improvements in customer experience, digital adoption, service call reduction, automation of manual work, operational efficiency, and business value. You will establish outcome-based metrics that include:
- Customer experience
- Digital adoption
- Service call reduction
- Operational efficiency
- Automation benefits
Required Qualifications
- Bachelor's degree required; MBA or equivalent advanced business experience preferred
- Series 99 preferred, but not required
- 10-15 plus years of experience in product management, digital transformation, automation, operations, or related disciplines
- Experience within financial services, wealth management, brokerage, or other highly regulated industries
- Demonstrated success defining, launching, and scaling products, platforms, or business capabilities
- Experience leading cross-functional teams through complex transformation initiatives
- Strong understanding of Agile product development methodologies
Skills and Expertise
- A data-driven approach to identifying customer needs, defining opportunities, and prioritizing investments
- Ability to translate strategic objectives into product roadmaps, priorities, and measurable outcomes
- Strong analytical and problem-solving skills, with the ability to simplify complex business challenges
- Expertise defining product requirements, developing user stories, and establishing clear acceptance criteria
- Proven ability to influence, lead, and align stakeholders across organizations without direct authority
- Strong executive communication and presentation skills to influence senior leadership decision-making
- Experience building trusted partnerships across business, technology, operations, and service organizations
- Experience leveraging AI, machine learning, intelligent automation, or workflow technologies to improve customer experiences and operational efficiency
- Ability to quantify value, build business cases, and prioritize investments based on customer and enterprise outcomes
- Customer-first mindset with ownership, curiosity, and commitment to continuous learning
Team and Organization
Within Fidelity Brokerage, Digital Engagement and Transformation (DET) drives the evolution of the retail brokerage experience through innovative digital solutions, service transformation, and automation. You will work with senior leaders across Brokerage, Wealth, Operations, Service, and other Fidelity business units, and partner with technology leaders, engineers, architects, analysts, and design teams.
Technology Focus
- Artificial intelligence
- Intelligent automation
- Analytics
- AI
- Machine learning
Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Some roles and locations require 100% onsite presence, while others require less, and onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Job Location
Durham, NC (onsite)
