The Role
As the Director, Associate Technology Success Manager you will be responsible for ensuring optimal technology experiences, utilization, and support for associates within Fidelity Wealth Management. This role combines technical expertise with business engagement practices, serving as a liaison between the associate, support teams and product teams across Fidelity. Utilizing input from over 7,000 client-facing associates and their leadership teams, you will enhance technology usage and experiences by navigating the IT organizations, coordinating support, recommending solutions to problems. You will establish deep relationships, assess the current state, and co-create strategic plans with resources in Brokerage and Wealth Product areas that ensure improved support and training of our associates’ technology. You will also establish ongoing support, resources, communications and govern accountability to plans. This role requires a blend of strong technical knowledge with excellent communication/relationship management skills and a proactive approach to problem solving.
The Skills You Bring
Bachelor's degree Computer Science or equivalent experience preferred. Experience in the financial services industry, including a strong understanding of financial services workplace and retail environment a plus. 10+ years hands on experience in end user computing technologies including laptops, monitors, peripheral devices, networking, system software, local and web-based applications, phones and contact center technology. 10+ years demonstrated experience with on premises and cloud infrastructure (Server, Storage, Database, WAN, LAN) 10+ years demonstrated experience in software development for business applications, SaaS software or custom software development and APIs interlinking 3rd part applications. Proven experience with large-scale web applications end-to-end, with a focus on Customer Experience, Operational Excellence, Security, Reliability and Performance Efficiency. 10+ years of experience in infrastructure and applications support including 5+ years experience with monitoring and observability tools such as NextThink, DataDog, Catchpoint, and Splunk. Deep knowledge in chaos engineering tools and frameworks, along with performance testing methodologies, tools, and frameworks, to guide improvements in platforms / experiences. Practical experience in functional and regression testing. End user compute and web based application testing a plus. Proven understanding of the IT development process including planning, analysis, design, coding, system and user testing, and problem resolution Technology risk management familiarity including IT controls, Disaster Recovery and Business Continuity. Evidence of risk planning, disaster recovery and business continuity testing a plus. Fierce intellectual curiosity and passion around a culture of continuous improvement. Expert collaborator and integrator and facilitate resourcefulness with the team to generate timely solutions that address known challenges and anticipated roadblocks to accelerating delivery. Demonstrated ability to understand and navigate organizational complexity to accelerate progress. Excellent communication and people-interaction skills and can rapidly build trust and positively influence others at all levels. Proven ability to develop and influence business strategy, operational support and build solutions to support the associate experience, through effective collaboration with business and product partners.The Value You Deliver
Working collaboratively with the team, Business Partners, and associates to solidify strategic partnerships and ensure that the operational needs of Wealth Management are represented. Distilling the complex into a clear, compelling narrative with artifacts to provide clarity to product partners and associates alike. Identifying top priorities of the Associate Digital Technology–both immediate and next Gen– and partnering with leaders inside/outside of the organization to design, deliver and support solutions. Driving consistency in the methods that are utilized to enhance and transform our digital experiences–centered on both the associates and client experience–resulting in simplicity, speed, scale, and resiliency. Enabling Wealth to simplify onboarding, expanding and retaining skills, creating efficiencies and driving speed to performance for our associates while providing a best-in-class associate experience. Designing and leading operational governance and engagement process that will ensure the Wealth organization has a strong and clear voice in the prioritization of technology operation efforts, while creating clear accountabilities and stronger partnerships. Ensuring overall digital operations remains focused on data driven insights based on feedback from the field, and delivery of a best-in-class associate experience.Certifications: