Director, Implementation Project Manager - Wealth Client Experience

Fidelity • Smithfield, RI

2d • Hybrid

About The Position

The Role The Director of Implementation leads a team of Implementation professionals responsible for the successful onboarding of financial institutions, typically Registered Investment Advisors and Trust Companies, to Fidelity’s platform. This role sits at the intersection of growth, client experience, and operational excellence—helping shape Fidelity’s reputation as the destination of choice for financial services firms. While the size and complexity of these projects varies, each onboarding represents a defining moment for clients, often the first experience with Fidelity, and sets the tone for a long-term partnership with Fidelity. The Team Fidelity operates one of the largest clearing and custody businesses in the industry with nearly $5 Trillion in assets under administration serving thousands of financial institutions including RIAs, broker dealers, banks, and family offices. The Client Experience Client Conversion Services (CCS) organization manages asset transition events for these clients. Broker Dealer conversions, advisor onboardings, mergers, acquisitions are just some of the event’s CCS manages daily. Over the last three years, CCS has led projects for our FI clients which resulted in the movement of $245B of assets to Fidelity. Our mission is to create a differentiated on-boarding experience supporting sales and relationship managers as they focus on growth through client acquisition.

Requirements

• 8-10+ years in RIA onboarding, custody implementations or wealth management operations, preferably with direct people leadership experience
• FINRA Series 7 and 24 licenses are required for this role
• Innovative leader who embraces experimentation, and continuously raises the bar on client experience
• Strong understanding of RIA workflows and business models
• Confident, empathetic leader with strong advisor-facing presence
• Experience working directly with custody and clearing clients in a proactive manner
• Strong communication, presentation, and storytelling skills able to distill complex concepts into a clear message for internal and external executive audiences
• Passion for developing associates and fostering a collaborative team environment
• Effective organizational navigator with demonstrated success building strong working relationships with key partners (technology, sales, relationship management, service leaders, etc.)

Responsibilities

• Leads and coaches a team of implementation professionals, developing associates, driving continuous improvement and removing obstacles
• Champions innovation in onboarding models, tooling and approaches, modernizing how Fidelity delivers an exception experience at scale
• Owns the onboarding portfolio for advisory firms, balancing resource capacity, timelines, client satisfaction and risks
• Acts as a cross-functional catalyst, partnering Sales, Relationship Management, Product, Ops, and Compliance around faster, smoother, and more differentiated onboarding experiences
• Serves as a project sponsor and point of escalation for clients in Implementation

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 101-250 employees