Job Description:
The Group Squad Leader (GSL) provides vision, creates strategy and develops partnerships across an integrated set of squads aimed to deliver timely products and value to the end customer. The GSL manages an integrated roadmap for product development across the aligned squads, partnering with other leaders to align product area level strategic priorities, planning and curating a shared backlog and ensuring clear prioritization and communication to the Squad group and members for successful execution. Additionally, as manager of the aligned Squad Leaders, the GSL provides group leadership, individual coaching and development to enable the effectiveness of the Squad Leaders and broader squads, As GSL of the Enterprise Customer Contact Center team, you will lead a squad that is responsible for the Channels & Services Product Line, where you will assist in product strategy and value management of the following products: Voice Inbound, Voice Outbound, Digital Messaging, Recording Services, Channel Authentication, Interaction Routing, and Agent Endpoints.
The Value You Deliver
- Sets overall purpose and vision for the work of the squad and squad group, providing integral thought leadership across squads on key points of integration, backlog trade-off and alignment in collaboration with the Product Area leaders to ensure alignment on overall strategy.
- Partners with other GSLs and GCLs in the Triad of Product Mgmt., Engineering & Human-Centric Design to align on strategic decisions, solution development and work priorities, ensuring the best-in-class engineering disciplines are at the core of EC3 Product solutions.
- Serves as the end-to-end owner of the mission, strategy, product life cycle and value creation of the squad group and works with the Squad Leaders to prioritize work and is responsible for the integrated roadmap.
- Empowers squad members and squad leaders in squad group to execute and achieve business results and client value.
- Supports aligned squads as they create value delivered through prioritization, creativity, innovation, collaboration, and decision making.
- Partners with chapter and product area leaders to support squad talent needs, defining skill gaps, and building learning opportunities to achieve the strategic direction of the domain and product areas.
- Makes decisions based on anticipated future trends, issues, and business drivers. Manages many dependencies and must align many stakeholders.
- Navigates and guides squads within squad group through high degree of organizational complexity in support of cross-domain and cross-squad work.
The Skills and Expertise You Bring
- 10+ years of deep technical and functional experience in agile, product management, technology and/or business
- 10+ years of deep technical and functional experience in the Enterprise Contact Center Product Domain, to include IVR, Voice Biometrics, Inbound/Outbound Calling, etc.
- 5+ years executive leadership experience
- Experience leading programs and projects that include new/emerging technology and/or products in the early strategy and design stage.
- People management experience, including performance management, goal setting, coaching, development, and engagement.
- Makes decisions that impact results with limited guidance and oversight and shift focus and/or direction to meet changing conditions.
- Uses strong analytical and judgement skills to determine the direction and achievement of goals; keeping key stakeholders informed on progress.
- Uses strong influencing and problem-solving skills to resolve competing product area/squad level strategic priorities.
- Effective communicator and relationship manager with internal and external customers.
VP, GSL, Enterprise Customer Contact Center Channels & Services
Preferred Requirements:
- Experience leading CCaaS (Contact Center as a Service) modernization programs, within a 20k+ seat contact center.
- Proficiency and role level experience across the following product areas:
- Channels & Services
- Workforce Engagement
- Data & Analytics
- Platform Management
The Team
Your work will support the growth of Fidelity's Personal Investing, Workplace, and Institutional businesses by helping enable the strategy of our Contact Center platform in the cloud. Our Mission is to CONNECT clients & associates WHENEVER; WHEREEVER & HOWEVER they want. Our common purpose as an organization is to create better futures for our clients, associates, and Fidelity. We take phenomenal pride in making the world's most trusted financial expertise accessible at the preference of the client. We strive to empower our clients to make smart financial decisions so they can reach their goals and live the life of their dreams!
At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we're calling 'Dynamic Working'. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every two weeks. These requirements are subject to change.
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 hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.
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.