Job Description:
Squad Leader - Agent Interactions
As Squad Leader, you will be supporting Agent Interaction Endpoints for the enterprise. In an agile format and structure, you will partner with other leaders to influence the broader strategic decisions and roadmaps, define the resource requirements, set the mission, and bring the squad together to execute on specific results and ensure respective products or services are available, stable, scalable, and supported.
You will ensure alignment of the 'what' and 'when' of the work performed by the squad through ongoing planning and prioritization, to enable the squad to work iteratively, innovate when appropriate and learn from failures. You will also be committed to maintaining and developing your own expertise and knowledge to ensure you bring the latest thinking to your role. You will work in partnership with the Product Area Leader, team members, and chapter leaders. By role modeling and promoting agile and Fidelity leadership principles, you will promote and sustain an innovative agile culture.
This role will focus on creating and executing a product vision for Agent Interaction Endpoints that integrates with contact center technologies to deliver first class experiences for our associates and members.
The Skills You Bring
Defining, refining, and communicating your team's mission to squad members and business partners to empower and rally support.
Anticipating, discovering, and prioritizing client / partner needs to serve as the voice of the clients and guide execution of the squad.
Measuring performance through established critical metrics and deliver agreed upon business, technology, and people results
Inspecting and evaluating progress, and removing impediments for your squad.
Defining, presenting, and evaluating results against agreed acceptance criteria.
Making informed trade-off decisions to strike the right balance between quality, cost, and timelines.
The Expertise We're Looking For
8-10 years of related product management experience, systems development, product development, and/or project/product management.
Knowledge of Contact Center technologies is required.
Bachelor’s degree preferred.
Contact Center Management experience preferred.
Agile experience preferred.
You take a data-driven approach to understanding client needs, you translate strategic goals into action, and prioritize to enhance value delivered.
You have a continuous improvement approach.
You are energized by working collaboratively to deliver agreed business outcomes, drawing on the expertise of colleagues to inform the approach and remove impediments to making progress.
You are capable of leading, influencing, and motivating colleagues without formal authority, and have a track record of building high-performing teams.
You are intellectually curious and model a culture of learning and coaching.
The Team
Come and join our team that provides Fidelity with the world class capabilities and services which connect our associates to our millions of participants, members, and customers. We are an agile organization that is responsible for the Contact Center platform and engineering which provides our voice, email, and web chat communication channels. Continual improvement is essential in our space. This requires us to seek out associates who are curious, innovative, and driven to settle for nothing less than a complete obsession with the experiences of our customers and associates. We pride ourselves on being an organization that has a thirst for continued learning, a team-first attitude, and a focus on delivering value to the organization. The platform services over 20M clients and processes more than 35M customer interactions per year while operating on a 24x7 basis.