Vice President, IT Product Management

Job Description: The Group Squad Leader (GSL) provides vision, creates strategy and develops partnerships across an integrated set of squads aimed to deliver timely products and value to the end customer. The GSL manages an integrated roadmap for product development across the aligned squads, partnering with other leaders to align product area level strategic priorities, planning and curating a shared backlog and ensuring clear prioritization and communication to the Squad group and members for successful execution. Additionally, as manager of the aligned Squad Leaders, the GSL provides group leadership, individual coaching and development to enable the effectiveness of the Squad Leaders and broader squads, As GSL of the Enterprise Customer Contact Center team, you will lead a squad that is responsible for the Channels & Services Product Line, where you will assist in product strategy and value management of the following products: Voice Inbound, Voice Outbound, Digital Messaging, Recording Services, Channel Authentication, Interaction Routing, and Agent Endpoints. The Value You Deliver Sets overall purpose and vision for the work of the squad and squad group, providing integral thought leadership across squads on key points of integration, backlog trade-off and alignment in collaboration with the Product Area leaders to ensure alignment on overall strategy. Partners with other GSLs and GCLs in the Triad of Product Mgmt., Engineering & Human-Centric Design to align on strategic decisions, solution development and work priorities, ensuring the best-in-class engineering disciplines are at the core of EC3 Product solutions. Serves as the end-to-end owner of the mission, strategy, product life cycle and value creation of the squad group and works with the Squad Leaders to prioritize work and is responsible for the integrated roadmap. Empowers squad members and squad leaders in squad group to execute and achieve business results and client value. Supports aligned squads as they create value delivered through prioritization, creativity, innovation, collaboration, and decision making. Partners with chapter and product area leaders to support squad talent needs, defining skill gaps, and building learning opportunities to achieve the strategic direction of the domain and product areas. Makes decisions based on anticipated future trends, issues, and business drivers. Manages many dependencies and must align many stakeholders. Navigates and guides squads within squad group through high degree of organizational complexity in support of cross-domain and cross-squad work. The Skills and Expertise You Bring 10 years of deep technical and functional experience in agile, product management, technology and/or business 10 years of deep technical and functional experience in the Enterprise Contact Center Product Domain, to include IVR, Voice Biometrics, Inbound/Outbound Calling, etc. 5 years executive leadership experience Experience leading programs and projects that include new/emerging technology and/or products in the early strategy and design stage. People management experience, including performance management, goal setting, coaching, development, and engagement. Makes decisions that impact results with limited guidance and oversight and shift focus and/or direction to meet changing conditions. Uses strong analytical and judgement skills to determine the direction and achievement of goals; keeping key stakeholders informed on progress. Uses strong influencing and problem-solving skills to resolve competing product area/squad level strategic priorities. Effective communicator and relationship manager with internal and external customers. VP, GSL, Enterprise Customer Contact Center Channels & Services Preferred Requirements: Experience leading CCaaS (Contact Center as a Service) modernization programs, within a 20k seat contact center. Proficiency and role level experience across the following product areas: Channels & Services Workforce Engagement Data & Analytics Platform Management The Team Your work will support the growth of Fidelity’s Personal Investing, Workplace, and Institutional businesses by helping enable the strategy of our Contact Center platform in the cloud.  Our Mission is to CONNECT clients & associates WHENEVER; WHEREEVER & HOWEVER they want. Our common purpose as an organization is to create better futures for our clients, associates, and Fidelity. We take phenomenal pride in making the world’s most trusted financial expertise accessible at the preference of the client. We strive to empower our clients to make smart financial decisions so they can reach their goals and live the life of their dreams! At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every two weeks. These requirements are subject to change. Certifications: Category: Information Technology 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. At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation please contact the following: For roles based in the US: Contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 2 For roles based in Ireland: Contact AccommodationsIreland@fmr.com For roles based in Germany: Contact Accommodationsgermany@fmr.com Fidelity Privacy Policy