Property management h1.location_city

Job Description:

The Contact Center Project Manager is a critical member of the Program and Product delivery team and will provide oversight and alignment across program workstreams to ensure we meet our goals. You will collaborate across the technology and business teams to ensure alignment with strategic goals, proactively identify risks, and support data-driven decision-making across the program. This role requires significant coordination and collaboration across Fidelity and across technology and business teams.

The Role:

• Work across program workstreams within this large, complex program
• Support reporting needs for internal use, QBR/QTR and other senior forums
• Ensure enterprise portfolio tools properly reflect the program
• KPI tracking and support program dashboards
• Support effective planning
• Active management of dependencies, risks, and impediments for the program and escalating when needed
• Facilitate discussions as needed to achieve commitments and outcomes
• Collaborate across multiple levels of the organization

The Expertise You Bring:

• Bachelors degree preferred but will also consider overall years of experience.
• 7+ years in software delivery roles, and experience with complex efforts spanning multiple business units. Experience in strategy & planning roles a plus.
• Collaborative: Demonstrated ability to build positive relationships across the organization, through collaboration and a mutual commitment to success.
• Flexibility: Adaptable to changing needs and shifting priorities, even in an ambiguous environment.
• Organizational skills: Keeping the team organized with strong attention to detail and deadlines.
• Autonomous: Ability to take initiative while working collaboratively at all levels.
• Analysis: You can lead a team through complex problem-solving with the ability to identify and articulate connections across separate, but related concepts.
• Technical and Business Aptitude: You are equally comfortable engaging technical and business communities to develop solutions to meet business needs.
• Communication: Demonstrated ability to communicate clearly and effectively across teams and functions.

The Value You Deliver:

• An unbiased, data-driven perspective of the program, that can be leveraged across multiple audiences and channels.
• Demonstrated ability to learn about both technology and business perspectives to enable data-driven decision making while ensuring ongoing checkpoints are in place to ensure clear status and challenges.
• Identify and address blockers before they become major issues. Develop a perspective on potential issues & mitigation and, when issues do arise, be willing to think out of the box for how to overcome issues. Facilitate discussions to help teams identify multiple options to arrive at an end point.
• Ability to capably communicate status and future milestones to varying audiences. audiences.

The Team:

Contact Center Modernization is a Top 25 initiative focused on ensuring Fidelity continues to differentiate in the live channels and make every interaction matter. This work impacts the experience of upwards of 35K agents that manage more than 70M yearly customer interactions through Phone, Email, and Chat channels. Come be part of a team that is redefining how associates in the live channel will interact with customers for years to come!

Certifications:

Category:

Program/Project Management

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. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.

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.