Vice President, Product Management

Fidelity Investments•Smithfield, RI

2d•Hybrid

About The Position

VP Product Leader, Contact Center The Role Own the end-to-end vision and roadmap for Contact Center Modernization with a digital-first, automation-forward mindset. This leader connects the dots between customers, customer service teams, and product/platform teams to deliver best-in-class, scalable, and efficient service experiences. They will define the future-state service model (art of the possible), then drive execution across cross-functional teams to improve deflection, resolution speed, NPS/CSAT, and cost-to-serve.

Requirements

10+ years proven experience in product development, leading distributed cross-functional agile teams that include product, developers to design, & maintain digital products & solutions.
Excellent interpersonal skills, including the ability to work across functions, and interact, influence and negotiate optimally with various levels of management and peers.
Experience in deploying and supporting large scale solutions that impact millions of customers and thousands of associates across a sophisticated ecosystem.
Ability to set and prioritize an overall product strategy (identify the product capability needs, build and maintain a coordinated product roadmap, direct execution of roadmap with business partners)
Solid ability to take a data-focused approach to understanding customer needs, translate strategic goals into action, and prioritize to improve value delivered.
Familiar with the Agile methodology concept and experience with Agile backlog management tools.
Demonstrated expertise across product positioning, product development, and product strategy.
Deep understanding of Fidelity’s distribution channels, customer needs, and the competitive landscape.

Nice To Haves

Experience in developing and implementing content management solutions including taxonomy development, user support, and content delivery service integration preferred.
Design Thinking and Lean Start-Up a plus.
Master’s degree or equivalent experience; Certified Scrum Product Owner (CSPO) certification highly desirable (training available)

Responsibilities

Vision & Strategy Define a 12–24 month digital-first contact center strategy spanning self-service, conversational AI, assisted service, and omni-channel orchestration.
Build a unified service experience across web, mobile, IVR, chat, email, and emerging channels.
Establish the product narrative and business case (value drivers, KPIs, investment plan).
Customer & Agent Experience Map end-to-end journeys (customer + agent) and identify high-value moments for automation, personalization, and proactive service.
Partner with Service leadership to optimize routing, knowledge, case management, WFM, and agent tooling.
Roadmap & Delivery Own the backlog and roadmap for contact center capabilities (e.g., Virtual Agent, IVR/IVA, Agent Assist, Knowledge, Case, Quality & WFM integrations).
Drive execution across engineering, design, and platform teams; manage dependencies and risks.
Pilot, measure, and scale; sunset or iterate based on outcomes.
Data & Measurement Define and track north-star metrics: Digital containment/deflection, First Contact Resolution, AHT, CSAT/NPS, CES, SLA adherence, Cost-to-serve, and Agent NPS.
Partner with Analytics to establish real-time dashboards and closed-loop learning (e.g., call reason taxonomy, intent analytics).
Change Leadership Orchestrate go-to-market and change management with Service, Tech, Training, and Compliance.
Socialize wins, establish operational rhythms, and scale best practices across lines of business.