Manager, Investor Centers Partnerships

Fidelity Investments•Boston, MA

5d•$74,000 - $141,000•Onsite

About The Position

The Investor Center Partnerships role is part of Fidelity Real Estate Company and oversees the firm’s retail portfolio, which includes 217 branches across 38 states and the District of Columbia, covering approximately 1.85 million square feet. This position serves as the Fidelity lead for the Central Retail Region, collaborating with an outsourced facility management provider, landlords, and vendors. The role involves managing daily operations, service delivery, contract performance, and issue resolution. Key responsibilities include handling facility escalations, coordinating emergency responses, ensuring timely resolution of operational issues, and leading maintenance programs and vendor services to support business continuity, operational excellence, and client experience. The Manager will partner with various departments such as Wealth Leadership, Transactions, Design, Finance, Operations, Security, Technology, Procurement, and Engineering Services to support regional priorities, capital projects, asset lifecycle initiatives, and portfolio improvements. Strong communication, problem-solving, relationship management, and organizational skills are crucial for managing a diverse portfolio while balancing operational needs, business priorities, and cost objectives. This role reports to the Director, Investor Center Partnerships Operations.

Requirements

Experience managing facilities operations across a multi-site commercial and/or retail portfolio.
Knowledge of commercial building systems, maintenance programs, and vendor management.
Ability to coordinate facility repairs, preventative maintenance, and service delivery activities.
Strong problem-solving skills with the ability to manage escalations and critical facility issues.
Experience supporting capital projects, asset lifecycle initiatives, and operational improvements.
Effective communication and stakeholder management skills across multiple business functions.
Ability to manage competing priorities in a fast-paced environment while maintaining high service levels.
Proficiency with Microsoft Office applications and facility management systems.
Ability to be onsite at Fidelity locations full time.
Ability to travel up to 25% of the time.
Supporting critical building shutdowns and providing 24X7 on-call coverage for all branch operations disruptions and escalations.

Nice To Haves

Experience with Corrigo, Power BI, Procore, MS Excel (advance), MS Project, Kahua, PMWeb, or TriRiga.

Responsibilities

Serve as the Fidelity lead for the Central Retail Region, overseeing day-to-day operations, service delivery, contract performance, and issue resolution with outsourced facility management providers, landlords, and vendors.
Respond to facility escalations and coordinate emergency response activities.
Ensure timely resolution of operational issues and lead maintenance programs and vendor services to support business continuity, operational excellence, and exceptional client experience.
Partner with Wealth Leadership, Transactions, Design, Finance, Operations, Security, Technology, Procurement, and Engineering Services to support regional priorities, capital projects, asset lifecycle initiatives, and portfolio improvements.
Oversee partner resources managing the day-to-day operations of facilities management, cleaning, HVAC/engineering, and critical infrastructure service delivery.
Ensure outsourced operations alliance partners provide quality property and facility management services per their contractual agreement, focusing on operational excellence.
Support programs and initiatives such as refreshes, Capital replacements, and Green Globe certifications.
Respond to portfolio-level risks and critical asset issues, supporting continuity planning and operational resilience initiatives.