Job Description:

VP Product Leader, Contact Center

The Role

Own the end-to-end vision and roadmap for Contact Center Modernization with a digital-first, automation-forward mindset. This leader connects the dots between customers, customer service teams, and product/platform teams to deliver best-in-class, scalable, and efficient service experiences. They will define the future-state service model(art of the possible), then drive execution across cross-functional teams to improve deflection, resolution speed, NPS/CSAT, and cost-to-serve.

Primary Responsibilities

• Vision & Strategy

• Define a 12–24 month digital-first contact center strategy spanning self-service, conversational AI, assisted service, and omni-channel orchestration.

• Build a unified service experience across web, mobile, IVR, chat, email, and emerging channels.

• Establish the product narrative and business case (value drivers, KPIs, investment plan).

• Customer & Agent Experience

• Map end-to-end journeys (customer + agent) and identify high-value moments for automation, personalization, and proactive service.

• Partner with Service leadership to optimize routing, knowledge, case management, WFM, and agent tooling.

• Roadmap & Delivery

• Own the backlog and roadmap for contact center capabilities (e.g., Virtual Agent, IVR/IVA, Agent Assist, Knowledge, Case, Quality & WFM integrations).

• Drive execution across engineering, design, and platform teams; manage dependencies and risks.

• Pilot, measure, and scale; sunset or iterate based on outcomes.

• Data & Measurement

• Define and track north-star metrics: Digital containment/deflection, First Contact Resolution, AHT, CSAT/NPS, CES, SLA adherence, Cost-to-serve, and Agent NPS.

• Partner with Analytics to establish real-time dashboards and closed-loop learning (e.g., call reason taxonomy, intent analytics).

• Change Leadership

• Orchestrate go-to-market and change management with Service, Tech, Training, and Compliance.

• Socialize wins, establish operational rhythms, and scale best practices across lines of business.

The Expertise and Skills You Bring

• 10+ years proven experience in product development, leading distributed cross-functional agile teams that include product, developers to design, & maintain digital products & solutions.

• Excellent interpersonal skills, including the ability to work across functions, and interact, influence and negotiate optimally with various levels of management and peers.

• Experience in developing and implementing content management solutions including taxonomy development, user support, and content delivery service integration preferred.

• Experience in deploying and supporting large scale solutions that impact millions of customers and thousands of associates across a sophisticated ecosystem.

• Ability to set and prioritize an overall product strategy (identify the product capability needs, build and maintain a coordinated product roadmap, direct execution of roadmap with business partners)

• Solid ability to take a data-focused approach to understanding customer needs, translate strategic goals into action, and prioritize to improve value delivered.

• Familiar with the Agile methodology concept and experience with Agile backlog management tools. Design Thinking and Lean Start-Up a plus.

• Master’s degree or equivalent experience; Certified Scrum Product Owner (CSPO) certification highly desirable (training available)

• Demonstrated expertise across product positioning, product development, and product strategy.

• Deep understanding of Fidelity’s distribution channels, customer needs, and the competitive landscape.

Note: Fidelity is not providing immigration sponsorship for this position

The Team

Are you passionate about redefining the benefits employers provide to their employees? Do you want to be on a growing team that defines the future of products and experiences that millions of people rely on to improve their financial outlook?

Certifications:

Category:

Product Management
Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.