Product Development & Management
Chapter Leader, Customer Solutions
- Smithfield, RI
- Covington, KY
- Boston, MA
- Merrimack, NH
- Durham, NC
- Westlake, TX
Salary depends on a variety of factors including location and experience. Your recruiter will discuss with you.
Salary: listed in the job description
or discussed with your recruiter
Job Description:
The Role
As a Chapter Leader in Customer Solutions, you blend a deep commitment to modernizing our workplace platforms and improving our customer experiences with a passion for coaching, mentoring and developing associates! In addition to managing a team of Business Analysts and Business Consultants, this person will also have responsibilities to influence and aid in setting Product Area Vision, roadmaps, and execution of strategic planning sessions.
You are deeply committed to improving the value delivered to our customers. In an agile structure you will collaborate with other leaders to establish the standards for your chapter, influence the strategic decisions and build solutions in your expertise. You will directly manage a team of chapter members who primarily work within autonomous squads across product areas, but report directly to you. You are dedicated to helping them grow and develop in their knowledge area and ensure alignment on the “how” of the work they perform. You are committed to developing your own expertise and knowledge to bring the latest thinking to your role to empower others with that knowledge.
The Expertise and Skills You Bring
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Ensure chapter talent composition aligns with strategic business priorities including workforce planning vital to provide increased value and results for customers and the business
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Act as a thought leader; developing and leading strategic initiatives to support the growth and success of the Chapter
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Influence strategic backlog and prioritization decisions related to your area of expertise
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Measure performance through established objectives and KPI’s to deliver agreed upon business, technology, and people results
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Align chapter members across squads and product areas to ensure the best utilization of talent while also building learning opportunities and learning day content to develop skills
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Set and apply standards and ensure the work performed is aligned with established road maps
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Remove impediments to delivering value
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Lead or assist with large scale programmatic changes that impact all or a portion of the WI business
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Bachelor’s or Master’s Degree preferred
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10+ years of proven experience
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Experience leading, coaching, mentoring, and developing people and teams
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Experience identifying and acquiring talent needs; and resource planning and talent allocation across large organizations
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Financial services experience, preferred
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Agile leadership experience preferred
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People management background – including sourcing, recruiting, hiring, and performance management.
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Excels at building relationships and networks; influences peers, stakeholders, and senior leaders to achieve outcomes
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You possess excellent interpersonal and communication skills with which you build and maintain strong cross-functional partnerships and relationships at all levels of the organization
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Strategic problem solver, proven execution, data based and analytical approach to solving problems
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You effectively develop and proactively share your knowledge and perspectives and build the same expectation within your chapter
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You are intellectually curious and model a culture of continuous learning, mentoring and coaching
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Consistent track record leading through influence and serving as trusted business advisor to leaders in a matrixed organization
The Team
You work in partnership with Product Area Leaders, Squad Leaders and other Chapter Leaders to support your team, as well as the Chapter and Product Area strategic vision and goals. By demonstrating and promoting Fidelity and agile leadership behaviors, you evolve and sustain our innovative, agile culture. The teams consist of Business Analysts and Business Consultants dedicated to the improvement of our customer experience.
Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.
Join Us
At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.
Fidelity’s working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.
Company overview
At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.
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This is my Fidelity
Benefits that adapt to everything life sends your way
401(k) with company match
Medical, dental, vision and prescription drug coverage
16-week maternity leave & 12-week parental leave
Student loan assistance
Fidelity is invested in you
Committed to Professional Development
At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.
We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.
Continuing Education & Training
- Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
- Video-based training for technology, leadership, management & more.
- Ongoing skills development and coaching opportunities.
- Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
- A range of talent development programs to support career mobility.
Mentoring
- Utilize the skills of experienced leaders to enrich your career.
- Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
- An open atmosphere of knowledge sharing and collaboration.
- Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.
Our Commitment to Diversity and Inclusion
"Fidelity believes in, and is committed to, fair and equitable treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect." Abby Johnson | Chairman and CEO Fidelity Investments
At Fidelity, we are committed to building an enduring culture of inclusion and belonging that will attract, develop and retain a diverse workforce.
Fidelity’s ten affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences.
These Employee Resource Groups and Special Interest Groups are models of inclusion for Fidelity. They’re also a powerful form of engagement and development and can provide a pathway to visible leadership roles. Our affinity groups make a large contribution on the business, helping to ensure our products and services are delivered in a welcoming and equitable environment.
- Over 22K employees participate in an affinity group.
- Over 1,400 affinity group members volunteered for Fidelity Cares in 2020.
- 74% increase in affinity group memberships over the last three years.
Giving Back to Our Communities
Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.
Fidelity Cares
- Provides associates with opportunities to actively volunteer and share their talents.
- Hosts numerous company-wide volunteer events (in-person and virtual).
- Partners with nonprofit organizations to support our local communities.
- More than 12,000 associates donate time annually – from interns to SVPs.
- Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.
Fidelity Charitable®
- Created to make it easy for people to support charitable organizations they care about.
- Helped deliver $7.3 billion in donor-recommended grants to charity in 2019.
- Supported more than 300,000 unique charities around the world.
- Since its inception, more than $42 billion has been given to public charities.
