Senior Manager, Project Management

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 proactivelyidentifyrisks and support data-drivendecision-making across the program.This role requires significant coordination and collaboration across Fidelityand across technology and business teams.

The Role:

• Work across program workstreams within this large complex program

• Support reporting needs for internal useQBR/QTR andother senior forums

• Ensure enterprise portfolio toolsproperly reflectthe program

• KPItracking andsupportprogram dashboards

• Supporteffective planning

• Active management of dependencies risks and impediments for theprogramand escalating when needed

• Facilitatediscussions as needed to achieve commitments and outcomes

• Collaborateacross multiple levelsof the organization

The Expertise You Bring:

• Bachelors degree preferred but will also consider overall years of experience.

• 7 years insoftware delivery rolesandexperiencewith complex efforts spanningmultiple business units.Experience in strategy & planningrolesa plus.

• Collaborative:Demonstratedability to build positive relationships across the organization through collaboration and a mutual commitment to success.

• Flexibility: Adaptable to changing needs and shifting prioritiesevenin an ambiguous environment.

• Organizational skills: Keeping theteamorganizedwith strong attention to detailand 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 toidentifyand articulate connections across separate but related concepts.

• Technicaland Business Aptitude: You are equallycomfortableengaging technical andbusiness communities to develop solutions to meet business needs.

• Communication:Demonstratedability to communicate clearly and effectively across teams and functions.

The Value You Deliver:

• An unbiased data-driven perspectiveof the programthat can beleveragedacross multiple audiences and channels.

• Demonstrated abilityto learn aboutboth technology and business perspectives to enable data-driven decision making while ensuring ongoing checkpoints are in place to ensure clear status and challenges.

• Identifyand address blockers before they becomemajor 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 teamsidentifymultiple 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 continuesto differentiate in the live channels and make every interaction matter.This workimpactsthe experience of upwards of 35K agents that manage more than 70M yearly customer interactions through Phone Email and Chat channels.Come bepart of a team that is redefining howassociates in the live channel will interact with customers for years to come!

Certifications:

Category:

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 Fidelitys 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.