Director, Product Manager – Service and Automation

Fidelity Investments•Durham, NC

About The Position

As Director, Product Manager – Service and Automation, you will own the vision, strategy, roadmap, and execution for a portfolio of products and capabilities focused on transforming how Fidelity delivers service 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, artificial intelligence, and intelligent automation to improve customer outcomes and organizational efficiency. You will identify and prioritize complex end-to-end business opportunities, define strategic outcomes, and guide execution across multiple workstreams. As the business leader for the product area, you will steward the team’s mission and align customer needs, business priorities, and technology investments. In close partnership with an Engineering Leader, you will establish priorities, drive quarterly planning, oversee execution, develop roadmaps, and prioritize investments based on client and business value. The role influences senior leaders on strategic direction, resource allocation, and business transformation, while fostering innovation, experimentation, and continuous learning. Success is measured through improvements in customer experience, digital adoption, service call reduction, automation of manual work, operational efficiency, and business value. The position is within Fidelity Brokerage’s Digital Engagement and Transformation organization and involves collaboration with leaders across Brokerage, Wealth, Operations, Service, and other business units, as well as technology leaders, engineers, architects, analysts, and design teams. Fidelity is transitioning to a full-time onsite working model through a phased regional and role-based rollout. Current onsite requirements vary by role and location 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 within 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 approach to identifying customer needs, defining opportunities, and prioritizing 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 the ability to influence senior leadership decision-making.
Experience building partnerships across business, technology, operations, and service organizations.
Strategic product management experience and a track record of transformational initiatives with measurable results.
Experience leading digital transformation, service modernization, or automation initiatives that deliver measurable business outcomes.
Understanding of customer service operations, service demand drivers, and strategies to improve digital self-service adoption.
Experience leveraging AI, machine learning, intelligent automation, or workflow technologies to improve customer experiences and operational efficiency.
Ability to identify opportunities 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 making prioritization decisions.
Demonstrated ability to foster innovation, experimentation, and continuous improvement across teams.

Nice To Haves

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

Responsibilities

Define, refine, and communicate a product vision, mission, and roadmap that aligns stakeholders and drives execution.
Drive initiatives that 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 unlock business value.
Establish outcome-based success metrics for customer experience, digital adoption, service call reduction, operational efficiency, and automation benefits; evaluate results to guide future investments.
Drive alignment across 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.
Lead roadmap development, quarterly planning, investment prioritization, and product execution in partnership with the Engineering Leader.
Guide multiple workstreams and align customer needs, business priorities, and technology investments.