Senior Manager, Project Management

Fidelity • Merrimack, NH

12h • Hybrid

About The Position

The Contact Center Project Manager is a critical member of the Program and Product delivery team and will provide oversight and alignment across program workstreams to ensure we meet our goals. You will collaborate across the technology and business teams to ensure alignment with strategic goals, proactively identify risks, and support data- drive n decision-making across the program . This role requires significant coordination and collaboration across Fidelity and across technology and business teams . The Role : Work across program workstreams within this l arge, complex program Support reporting needs for internal use, QBR/QTR and other senior forums Ensure enterprise portfolio tools properly reflect the program KPI tracking and support program dashboards Support effective planning Active management of depe ndencies, risks, and impediments for the program and escalating when needed Facilitat e discussions as needed to achieve commitments and outcomes Collaborat e across multiple level s of the organization The Expertise You Bring: Bachelors degree preferred but will also consider overall years of experience. 7 + years in software delivery roles, and experience with complex efforts spanning multiple business units . Experience in strategy & planning roles a plus. Collaborative: Demonstrated ability to build positive relationships across the organization, through collaboration and a mutual commitment to success. Flexibility: Adaptable to changing needs and shifting priorities, even in an ambiguous environment. Organizational skills: Keeping the team organized with strong attention to detail and deadlines. Autonomous: Ability to take initiative while working collaboratively at all levels. Analysis: You can lead a team through complex problem-solving with the ability to identify and articulate connections across separate, but related concepts. Technical and Business Aptitude: You are equally comfortable engaging technical an d business communities to develop solutions to meet business needs . Communication: Demonstrated ability to communicate clearly and effectively across teams and functions . The Value You Deliver: A n unbiased, data-driven perspective of the program, that can be leveraged across m ultiple audiences and channels. Demonstrated ability to learn about both technology and business perspectives to enable data-driven decision making while ensuring ongoing checkpoints are in place to ensure clear status and challenges. Identify and address blockers before they become major issues . Develop a perspective on potential issues & mitigation and, when issues do arise, be willing to think out of the box for how to overcome issues. Facilitate discussions to help teams identify multiple options to arrive at an end point. Ability to capably communicate status and future milestones to varying audiences. audiences . The Team: Contact Center Modernization is a Top 25 initiative focused on ensuring Fidelity continue s to differentiate in the live channels and make every interaction m atter . This work impact s the experience of upwards of 35K agents that manage more than 70M yearly customer interactions through Phone, Email, and Chat channels . Come be part of a team that is redefining how associates in the live channel will interact with customers for years to come!

Requirements

• Bachelors degree preferred but will also consider overall years of experience
• 7 + years in software delivery roles, and experience with complex efforts spanning multiple business units
• Collaborative: Demonstrated ability to build positive relationships across the organization, through collaboration and a mutual commitment to success
• Flexibility: Adaptable to changing needs and shifting priorities, even in an ambiguous environment
• Organizational skills: Keeping the team organized with strong attention to detail and deadlines
• Autonomous: Ability to take initiative while working collaboratively at all levels
• Analysis: You can lead a team through complex problem-solving with the ability to identify and articulate connections across separate, but related concepts
• Technical and Business Aptitude: You are equally comfortable engaging technical an d business communities to develop solutions to meet business needs
• Communication: Demonstrated ability to communicate clearly and effectively across teams and functions

Nice To Haves

• Experience in strategy & planning roles a plus

Responsibilities

• Work across program workstreams within this l arge, complex program
• Support reporting needs for internal use, QBR/QTR and other senior forums
• Ensure enterprise portfolio tools properly reflect the program KPI tracking and support program dashboards
• Support effective planning
• Active management of depe ndencies, risks, and impediments for the program and escalating when needed
• Facilitat e discussions as needed to achieve commitments and outcomes
• Collaborat e across multiple level s of the organization

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level