Director, Product Manager – Service and Automation

What the role needs

• Fidelity will not provide immigration sponsorship for this position.
• Define, refine, and communicate a compelling product vision, mission, and roadmap that aligns stakeholders and drives execution
• Drive initiatives that increase digital engagement and self-service adoption while reducing customer effort and service demand
• Identify and execute opportunities to eliminate manual work, streamline operational processes, and improve associate productivity through automation
• Develop and deliver solutions that reduce avoidable service contacts, improve operational efficiency, and create scalable customer experiences
• Leverage AI, analytics, and emerging technologies to transform service delivery and unlock new business value
• Establish success metrics and evaluate outcomes to ensure initiatives achieve intended objectives
• Establish outcome-based metrics, including customer experience, digital adoption, service call reduction, operational efficiency, and automation benefits, to measure success and inform future investment decisions
• Drive alignment across business, technology, operations, and service teams to accelerate delivery and remove obstacles
• Make informed tradeoff decisions to optimize value, speed, quality, cost, and risk
• Influence enterprise-wide strategy, investment decisions, and roadmaps through participation in senior leadership discussions
• Champion innovation and continuous improvement by leveraging customer insights, operational data, and emerging technologies to shape future capabilities

From the employer

Fidelity will not provide immigration sponsorship for this position. Job Description: The Role As Director, Product Manager – Service and Automation, you will own the vision, strategy, roadmap, and execution for a portfolio of products and capabilities focused on transforming how Fidelity delivers service through digital experiences and automation. This role is responsible for identifying opportunities across the customer and associate journey to eliminate friction, reduce avoidable service contacts, digitize manual processes, and automate operational workflows. You will leverage customer insights, operational data, and emerging technologies (artificial intelligence and intelligent automation), to deliver scalable solutions that improve customer outcomes while increasing organizational efficiency. You are accountable for identifying and prioritizing complex end-to-end business opportunities, defining strategic outcomes, and guiding execution across multiple workstreams. As the business leader for your product area, you will serve as the primary steward of the team’s mission, ensuring alignment between customer needs, business priorities, and technology investments. Working in close partnership 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 teams remain focused on delivering measurable outcomes. You will influence senior leaders across Fidelity on strategic direction, resource allocation, and business transformation opportunities. You will foster a culture of innovation, experimentation, and continuous learning, empowering teams to challenge assumptions, test new ideas, and scale successful solutions. Success in this role will be measured by your ability to deliver meaningful improvements in customer experience, digital adoption, service call reduction, automation of manual work, operational efficiency, and business value while positioning Fidelity for the next generation of intelligent service capabilities. Candidates must be able to leverage data to inform decisions, synthesize and clearly communicate insights, and apply a customer-first mindset with ownership, curiosity, and a commitment to continuous learning to deliver impactful results. Define, refine, and communicate a compelling product vision, mission, and roadmap that aligns stakeholders and drives execution Drive initiatives that increase digital engagement and self-service adoption while reducing customer effort and service demand Identify and execute opportunities to eliminate manual work, streamline operational processes, and improve associate productivity through automation Develop and deliver solutions that reduce avoidable service contacts, improve operational efficiency, and create scalable customer experiences Leverage AI, analytics, and emerging technologies to transform service delivery and unlock new business value Establish success metrics and evaluate outcomes to ensure initiatives achieve intended objectives Establish outcome-based metrics, including customer experience, digital adoption, service call reduction, operational efficiency, and automation benefits, to measure success and inform future investment decisions Drive alignment across business, technology, operations, and service teams to accelerate delivery and remove obstacles Make informed tradeoff decisions to optimize value, speed, quality, cost, and risk Influence enterprise-wide strategy, investment decisions, and roadmaps through participation in senior leadership discussions Champion innovation and continuous improvement by leveraging customer insights, operational data, and emerging technologies to shape future capabilities The Expertise and Skills you Bring 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 A data-driven approach to identifying customer needs, defining opportunities, and prioritizing investments to maximize business and client value Ability to translate strategic objectives into clear product roadmaps, priorities, and measurable outcomes Strong analytical and problem-solving skills with the ability to simplify complex business challenges Expertise in 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, including the ability to influence senior leadership decision-making Experience building trusted partnerships across business, technology, operations, and service organizations Strategic product management experience with a track record of driving transformational initiatives and delivering measurable results Experience leading digital transformation, service modernization, or automation initiatives that deliver measurable business outcomes Understanding of customer service operations, service demand drivers, and strategies to improve digital self-service adoption Experience leveraging AI, machine learning, intelligent automation, or workflow technologies to improve customer experiences and operational efficiency Ability to identify opportunities to simplify processes, eliminate manual work, and reduce operational risk through technology-enabled solutions Strong business acumen with the ability to quantify value, build business cases, and prioritize investments based on customer and enterprise outcomes Ability to balance customer experience, operational efficiency, risk considerations, and business objectives when making prioritization decisions Demonstrated ability to foster innovation, experimentation, and continuous improvement across teams The Team Within the Fidelity Brokerage organization, Digital Engagement and Transformation (DET) is responsible for driving the evolution of our retail brokerage experience through innovative digital solutions, service transformation, and automation. You will work closely with senior leaders across Brokerage, Wealth, Operations, Service, and other Fidelity business units. You will also partner closely with technology leaders, engineers, architects, analysts, and design teams to deliver innovative solutions that improve customer experiences, increase efficiency, and eliminate manual work. Fidelity’s Onsite Working Model Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles. Certifications: Category: Product Management 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.