Director, IT Project Management

Fidelity • Merrimack, NH

1d • Hybrid

About The Position

The Contact Center Program Manager is a critical member of the Program and Product delivery team and will provide oversight and alignment of technical deliverables and agent/customer consumption. You will collaborate across the technology and business teams to ensure alignment with strategic goals, proactively identify risks, and support data-driven decision-making across the program. This role requires significant coordination and collaboration across Fidelity and across technology and business teams. The Role: Supporting workstreams and sub-streams within this large, complex program Driving the program’s execution Uncovering and resolving roadblocks and execution challenges Facilitating effective planning Coordinating release plans Active management of dependencies, risks, and impediments for the workstream and escalating when needed Facilitating discussions as needed to achieve commitments and outcomes Collaborating across multiple levels of the organization The Team: Contact Center Modernization is a Top 25 initiative focused on ensuring Fidelity continues to differentiate in the live channels and make every interaction matter. This work impacts 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

• BS Degree required, Masters a plus
• 8+ years in software delivery roles, and proven success with complex efforts spanning multiple business units.
• Effective influence: Using your diplomacy skills, you can build cross-team consensus and program/stakeholder advocacy to influence positive outcomes.
• 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.
• 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 and 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 with large-scale migration planning and execution a plus.

Responsibilities

• Supporting workstreams and sub-streams within this large, complex program
• Driving the program’s execution
• Uncovering and resolving roadblocks and execution challenges
• Facilitating effective planning
• Coordinating release plans
• Active management of dependencies, risks, and impediments for the workstream and escalating when needed
• Facilitating discussions as needed to achieve commitments and outcomes
• Collaborating across multiple levels of the organization
• Remain laser focused on delivering against technology end of life (EOL) dates while simultaneously identifying areas of improvement; understand future trajectory and proactively mitigate potential issues.
• Develop a deep understanding of both technology and business perspectives to enable data-driven decision making while ensuring ongoing checkpoints are in place to ensure clear status and challenges.
• Build relationships across Business Units to understand their unique perspectives and how we can best deliver results effectively and efficiently, leveraging a ‘core and common’ approach to development.
• 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.

Benefits

• comprehensive health care coverage and emotional well-being support
• market-leading retirement
• generous paid time off and parental leave
• charitable giving employee match program
• educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career

What This Job Offers

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