Director / Technical Product Owner - Contact Center
The Role
The Director / Technical Product Owner - Contact Center will support and help drive product vision, strategy, and delivery of omni-channel experiences and capabilities that ensure a resilient and stable platform to enable frictionless experience to our clients in every interaction. In this role, you will be:
Creating and championing a client obsessed product vision, strategy, and roadmap.
Collaborating and coordinating across multiple squads in multiple business units to deliver an amazing client and associate experience.
Driving transformation of enterprise capability to meet the shifting expectations of our business.
The Expertise and Skills You Bring:
Experience in a strategy role within product development or client experience
Extensive experience creating and implementing a frictionless customer experience that has proven to increase client engagement and business growth
Strong expertise in creating strategy, implementing technology, and running operations for high engagement contact centers at scale
Experience supporting large scale and complex enterprise platforms that support customer experience and associate effectiveness
Experience leading engineering teams to develop and apply reusable artifacts and frameworks, reference architectures, design, development, change management, release management, and QA best practices
Experience and expert level knowledge working with various digital and contact center technology vendors, platforms and solutions
Certified Scrum Product Owner or equivalent experience required
Pragmatic Marketing or equivalent Product Management certifications a plus
BS/BA degree, MBA a plus, or equivalent experience
Being client obsessed is in your DNA and you’re a student of both the client and associate experience
You look for opportunities to innovate and take thoughtful risks to deliver value faster
You demonstrate ability to work with emerging technology capabilities, rapidly learning, and scaling innovative solutions
You have extensive experience with and are at comfort being the connective tissue across client, business, and technology needs in thoughtful & meaningful ways
You bring a data-driven approach to decision making, both in day-to-day management and in making strategic trade-offs
You’re intellectually curious and love learning new skills and capabilities
You have a proven ability to create and articulate an inspiring vision that translates into real value
The Team
Our team provides Fidelity with the world class capabilities and services which connect our associates to our millions of participants, members, and customers. We are an agile organization that is responsible for the Contact Center platform and engineering which provides our voice, email, and web chat communication channels. Continual improvement is essential in our space. This requires us to seek out associates who are curious, innovative, and driven to settle for nothing less than a complete obsession with the experiences of our customers and associates. We pride ourselves on being an organization that has a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization. The platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24x7 basis.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.