Client Experience Manager

Fidelity Investments•Covington, KY

2d•Onsite

About The Position

The Client Experience Manager serves as the primary operational relationship manager for business partners utilizing Inbound Operations capabilities while being an internal strategic business partner that influences operations, technology, and client outcomes. This role is responsible for managing day-to-day client interactions, fostering strong partnerships, and ensuring effective communication between business partners and internal teams. The Client Experience Manager collaborates with stakeholders to design efficient processes, proactively address business challenges, resolve operational issues, and identify opportunities to enhance the end-to-end client experience and operational performance.

Requirements

Bachelor's degree strongly preferred with focus in Business, Strategic Communications, Operations o Organizational Behavior ; equivalent work experience may be considered.
Demonstrated experience working in a collaborative, cross-functional environment with the ability to influence stakeholders at multiple organizational levels.
Strong relationship management, communication, facilitation, and project coordination skills.
Proven ability to solve complex business problems in dynamic environments with uncertainty and changing priorities.
Experience managing large-scale operational events and disruptions, including technology incidents, business continuity events, or weather-related impacts.
Strong analytical and critical thinking skills with the ability to translate ambiguous challenges into actionable solutions.
Excellent organizational, planning, and prioritization skills.
Ability to make timely decisions and communicate effectively under pressure to maintain operational stability.
Demonstrated curiosity, initiative, and a continuous improvement mindset.

Nice To Haves

Knowledge of Fidelity systems, processes, and organizational networks is preferred.

Responsibilities

Serve as the primary point of contact for assigned business partners.
Act as the liaison between Inbound Operations and business partners to ensure alignment on priorities, initiatives, and service delivery.
Partner with Technology teams and business partners to facilitate Service Experience requests and support ongoing operational needs.
Build and maintain strong relationships with key stakeholders, including Senior Directors, Vice Presidents, and other business leaders.
Establish, facilitate, and maintain regular communication with business partners and internal Inbound teams.
Communicate strategic objectives, operational initiatives, and organizational priorities to business partners.
Conduct regular business reviews and update meetings with stakeholders.
Monitor service performance through operational reviews and business partner check-ins, including metric calibration and performance discussions.
Gather and communicate business intelligence and client feedback to appropriate internal teams, including Product Experience, Workforce Planning, and Operations.
Communicate planned outages, holiday impacts, and other operational changes that may affect service delivery.
Evaluate and fully scope service experience requests using established processes, guidelines, and centralized reporting tools.
Provide recommendations and alternative solutions when requests do not align with the product roadmap or operational strategy.
Partner with Product Experience teams to prioritize critical enhancements and business needs.
Coordinate communications among Technology, Operations, and business partners regarding request status and implementation timelines.
Lead change management discussions and meetings as needed.
Partner with Strategic Business Architects to evaluate and support new capability requests that are not currently utilized by the business partner.
Identify opportunities to expand service offerings and enhance client value.
Participate in and support large-scale strategic initiatives and transformation programs.
Provide leadership and support for operational escalations and issue resolution.
Facilitate cross-functional meetings to address and resolve business partner concerns.
Conduct root cause analysis and drive sustainable solutions to prevent recurring issues.
Lead and coordinate crisis management activities during significant operational disruptions.
Maintain a comprehensive understanding of all services and workflows provided to assigned business partners.
Develop and maintain documentation detailing key transactions, operational processes, and end-to-end workflows.
Review and update Service Delivery Plans and Service Level Agreements (SLAs) as necessary.
Proactively identify opportunities to enhance operational effectiveness and improve the end-to-end client experience.
Recommend and support implementation of product and process improvements.
Analyze workflow exceptions and partner with stakeholders to identify mitigation strategies.
Seek opportunities to expand Inbound Operations' value within existing business partner relationships.
Assist with onboarding, training, and development of new Client Experience team members.
Share best practices and institutional knowledge to support team success.