Chapter Leader

Job Description:

Chapter Leader

The Chapter Leader brings skilled expertise as an Engineering thought leader and partner to aligned product management teams, providing Chapter leadership, fostering a vibrant community of growth, development, and continuous improvement across chapter skillset disciplines. This multi-faceted role is critical to the development of customer-centric solutions founded on progressive engineering principles and disciplines.

The Value You Deliver

Progressive Engineering Leadership:

• Providing Engineering expertise, thought leadership and consulting in the Triad of Product Mgmt, Engineering & Human-Centric Design - to Squads across product management teams to ensure we are building the best products, platforms, and experiences functionally and technically.
• Work collaboratively with the product owners/squad leaders to prioritize technical efforts and provide input on product features and capabilities.
• Collaborate with architecture and engineering teams on setting technical direction and ensure alignment with our technology strategy.
• Drive scale & reuse by leveraging platforms and capabilities.
• Accelerate & increase efficiency by continuously improving engineering & operations practices.
• Engage as a Subject Matter Expert, staying abreast of and contributing to external industry trends, advancements, and innovations in technical areas of expertise.

Engaging Chapter Leadership:

• Create and promote the vision, roadmap, and expectations for the chapter community.
• Define and execute a workforce plan to attract, hire, build and retain skills of talent across chapters.
• Responsible for decision making across the Chapter on standards, resources, and overall direction of work through proactive partnership with Chapter Area leaders, Group Squad Leaders and Product Area Leaders, etc.
• Collaborate with Chapter Area Leader to plan for and provide the skilled talent needed to ensure squads have the right expertise, at the right time, to get work done.
• Curate large learning events and facilitate learning at scale to promote skill, career, and development growth for chapter leaders and chapter members.

• Maintain and share knowledge and expertise on the evolving needs of customers, internal and external markets, and industry trends and changes across chapter community.

• Oversee, navigate, and lead Chapter members through a high degree of organizational complexity in support of cross-domain and cross-product area work.
• Manage chapter members related talent reviews, performances, compensation, goal setting, development, and top talent recruitment practices.
• Advance Diversity and Inclusion through promotion of inclusive hiring practices, mentoring and coaching.

The Skills and Expertise You Bring

• 7-10+ years of functional experience in product management, technology and/or business, with a high level of agile, analytical, and coaching skills.
• Advanced level of knowledge of multiple disciplines and experience with multiple BUs, functions, products, and/or processes is required.
• Deep understanding of agile and strategies for maximizing the effectiveness of the methodology through best practices, coaching and continuous improvement.
• Proven track record, inspiring the creativity and innovation of your teams, creating a culture of inclusion, experimentation, exploration, and continuous learning.
• Ability to collaborate across business units, with peers and leadership to ensure chapter objectives, KPI’s and standards are aligned.
• Ability to attract, hire, build and retain a pool of diverse, talented chapter members with the skills needed to execute today and in the future.
• Ability to effectively connect with and influence all levels of the organization and motivate change.
• Ability to negotiate and influence for favourable outcomes even at the most senior level.
• Experience with Contact Center technology would be preferred including but not limited to telephony, routing, IVR including voice biometrics.

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.

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Category:Product Management