Director, Product Manager – Service and Automation

Fidelity•Durham, NC

About The Position

The Director, Product Manager – Service and Automation owns the vision, strategy, roadmap, and execution for products and capabilities that transform service delivery through digital experiences and automation. The role identifies opportunities across customer and associate journeys to reduce friction and avoidable service contacts, digitize manual processes, and automate operational workflows. It uses customer insights, operational data, AI, and intelligent automation to improve customer outcomes and organizational efficiency. As the business leader for the product area, the Director identifies and prioritizes complex, end-to-end business opportunities, defines strategic outcomes, and guides execution across multiple workstreams. In partnership with an Engineering Leader, the role sets strategic priorities, drives quarterly planning, oversees product execution, leads roadmap development, and prioritizes investments based on client and business value. The Director influences senior leaders on strategic direction, resource allocation, and business transformation, and fosters innovation, experimentation, and continuous learning. Success is measured by improvements in customer experience, digital adoption, service call reduction, automation of manual work, operational efficiency, and business value. The role is part of Fidelity Brokerage’s Digital Engagement and Transformation organization, which advances the retail brokerage experience through digital solutions, service transformation, and automation. The Director works with leaders across Brokerage, Wealth, Operations, Service, and other business units, and partners with technology leaders, engineers, architects, analysts, and design teams. Fidelity is transitioning to a full-time onsite working model through a phased rollout; onsite requirements currently vary by region and role and may evolve. Fidelity will not provide immigration sponsorship for this position.

Requirements

Bachelor’s degree required.
10–15 plus years of experience in product management, digital transformation, automation, operations, or related disciplines.
Experience in financial services, wealth management, brokerage, or another highly regulated industry.
Demonstrated success defining, launching, and scaling products, platforms, or business capabilities.
Experience leading cross-functional teams through complex transformation initiatives.
Strong understanding of Agile product development methodologies.
Data-driven ability to identify customer needs, define opportunities, and prioritize investments for client and business value.
Ability to translate strategic objectives into product roadmaps, priorities, and measurable outcomes.
Strong analytical and problem-solving skills, including the ability to simplify complex business challenges.
Expertise in defining product requirements, developing user stories, and establishing acceptance criteria.
Ability to influence, lead, and align stakeholders across organizations without direct authority.
Strong executive communication and presentation skills, including influencing senior leadership decisions.
Experience building partnerships across business, technology, operations, and service organizations.
Strategic product management experience and a record of driving transformational initiatives with measurable results.
Experience leading digital transformation, service modernization, or automation initiatives with measurable business outcomes.
Understanding of customer service operations, service demand drivers, and approaches to improving digital self-service adoption.
Experience leveraging AI, machine learning, intelligent automation, or workflow technologies to improve customer experiences and operational efficiency.
Ability to simplify processes, eliminate manual work, and reduce operational risk through technology-enabled solutions.
Strong business acumen, including the ability to quantify value, build business cases, and prioritize investments based on customer and enterprise outcomes.
Ability to balance customer experience, operational efficiency, risk, and business objectives when prioritizing.
Demonstrated ability to foster innovation, experimentation, and continuous improvement across teams.

Nice To Haves

MBA or equivalent advanced business experience preferred.
Series 99 certification preferred, but not required.

Responsibilities

Define, refine, and communicate a product vision, mission, and roadmap that align stakeholders and drive execution.
Increase digital engagement and self-service adoption while reducing customer effort and service demand.
Identify and execute opportunities to eliminate manual work, streamline operational processes, and improve associate productivity through automation.
Develop solutions that reduce avoidable service contacts, improve operational efficiency, and create scalable customer experiences.
Leverage AI, analytics, and emerging technologies to transform service delivery and create business value.
Establish outcome-based success metrics, evaluate results, and use outcomes to inform future investment decisions.
Align business, technology, operations, and service teams to accelerate delivery and remove obstacles.
Make tradeoff decisions that balance value, speed, quality, cost, and risk.
Influence enterprise strategy, investment decisions, and roadmaps through senior leadership discussions.
Champion innovation and continuous improvement using customer insights, operational data, and emerging technologies.