Director, Product Manager – Service and Automation

Fidelity will not provide immigration sponsorship for this position.

The Role As Director, Product Manager – Service and Automation, you will own the vision, strategy, roadmap, and execution for a portfolio of products and capabilities focused on transforming how Fidelity delivers service through digital experiences and automation. This role is responsible for identifying opportunities across the customer and associate journey to eliminate friction, reduce avoidable service contacts, digitize manual processes, and automate operational workflows. You will leverage customer insights, operational data, and emerging technologies (artificial intelligence and intelligent automation), to deliver scalable solutions that improve customer outcomes while increasing organizational efficiency. You are accountable for identifying and prioritizing complex end-to-end business opportunities, defining strategic outcomes, and guiding execution across multiple workstreams. As the business leader for your product area, you will serve as the primary steward of the team’s mission, ensuring alignment between customer needs, business priorities, and technology investments. Working in close partnership with your two-in-a-box Engineering Leader, you will establish strategic priorities, drive quarterly planning, and oversee product execution. You will lead roadmap development, prioritize investments based on client and business value, and ensure teams remain focused on delivering measurable outcomes. You will influence senior leaders across Fidelity on strategic direction, resource allocation, and business transformation opportunities. You will foster a culture of innovation, experimentation, and continuous learning, empowering teams to challenge assumptions, test new ideas, and scale successful solutions. Success in this role will be measured by your ability to deliver meaningful improvements in customer experience, digital adoption, service call reduction, automation of manual work, operational efficiency, and business value while positioning Fidelity for the next generation of intelligent service capabilities. Candidates must be able to leverage data to inform decisions, synthesize and clearly communicate insights, and apply a customer-first mindset with ownership, curiosity, and a commitment to continuous learning to deliver impactful results. Define, refine, and communicate a compelling product vision, mission, and roadmap that aligns stakeholders and drives execution Drive initiatives that increase digital engagement and self-service adoption while reducing customer effort and service demand Identify and execute opportunities to eliminate manual work, streamline operational processes, and improve associate productivity through automation Develop and deliver solutions that reduce avoidable service contacts, improve operational efficiency, and create scalable customer experiences Leverage AI, analytics, and emerging technologies to transform service delivery and unlock new business value Establish success metrics and evaluate outcomes to ensure initiatives achieve intended objectives Establish outcome-based metrics, including customer experience, digital adoption, service call reduction, operational efficiency, and automation benefits, to measure success and inform future investment decisions Drive alignment across business, technology, operations, and service teams to accelerate delivery and remove obstacles Make informed tradeoff decisions to optimize value, speed, quality, cost, and risk Influence enterprise-wide strategy, investment decisions, and roadmaps through participation in senior leadership discussions Champion innovation and continuous improvement by leveraging customer insights, operational data, and emerging technologies to shape future capabilities   The Expertise and Skills you Bring Bachelor's degree required; MBA or equivalent advanced business experience preferred Series 99 preferred, but not required 10-15