Client Experience Manager

The Role

The Client Experience Manager serves as the primary operational relationship manager for business partners utilizing Inbound Operations capabilities while being an internal strategic business partner that influences operations, technology, and client outcomes . This role is responsible for managing day-to-day client interactions, fostering strong partnerships, and ensuring effective communication between business partners and internal teams. The Client Experience Manager collaborates with stakeholders to design efficient processes, proactively address business challenges, resolve operational issues, and identify opportunities to enhance the end-to-end client experience and operational performance.

Note: Fidelity will not provide immigration sponsorship for this position.

The Experience And Skills You Bring

Business Partner Relationship Management

• Serve as the primary point of contact for assigned business partners.
• Act as the liaison between Inbound Operations and business partners to ensure alignment on priorities, initiatives, and service delivery.
• Partner with Technology teams and business partners to facilitate Service Experience requests and support ongoing operational needs.
• Build and maintain strong relationships with key stakeholders, including Senior Directors, Vice Presidents, and other business leaders.

Communication and Stakeholder Engagement

• Establish, facilitate, and maintain regular communication with business partners and internal Inbound teams.
• Communicate strategic objectives, operational initiatives, and organizational priorities to business partners.
• Conduct regular business reviews and update meetings with stakeholders.
• Monitor service performance through operational reviews and business partner check-ins, including metric calibration and performance discussions.
• Gather and communicate business intelligence and client feedback to appropriate internal teams, including Product Experience, Workforce Planning, and Operations.
• Communicate planned outages, holiday impacts, and other operational changes that may affect service delivery.

Service Experience Management

• Evaluate and fully scope service experience requests using established processes, guidelines, and centralized reporting tools.
• Provide recommendations and alternative solutions when requests do not align with the product roadmap or operational strategy.
• Partner with Product Experience teams to prioritize critical enhancements and business needs.
• Coordinate communications among Technology, Operations, and business partners regarding request status and implementation timelines.
• Lead change management discussions and meetings as needed.

New Capability and Strategic Growth Support

• Partner with Strategic Business Architects to evaluate and support new capability requests that are not currently utilized by the business partner.
• Identify opportunities to expand service offerings and enhance client value.

Program and Project Participation

• Participate in and support large-scale strategic initiatives and transformation programs.
• Examples may include digital transformation efforts, process modernization initiatives, and paper-to-digital conversion programs.

Escalation and Issue Resolution

• Provide leadership and support for operational escalations and issue resolution.
• Facilitate cross-functional meetings to address and resolve business partner concerns.
• Conduct root cause analysis and drive sustainable solutions to prevent recurring issues.
• Lead and coordinate crisis management activities during significant operational disruptions.

Service and Process Management

• Maintain a comprehensive understanding of all services and workflows provided to assigned business partners.
• Develop and maintain documentation detailing key transactions, operational processes, and end-to-end workflows.
• Review and update Service Delivery Plans and Service Level Agreements (SLAs) as necessary.

Continuous Improvement and Operational Excellence

• Proactively identify opportunities to enhance operational effectiveness and improve the end-to-end client experience.
• Recommend and support implementation of product and process improvements.
• Analyze workflow exceptions and partner with stakeholders to identify mitigation strategies.
• Seek opportunities to expand Inbound Operations' value within existing business partner relationships.
• Examples include process simplification, workflow optimization, reduction of manual activities, and exception management improvements.

Team Support and Development

• Assist with onboarding, training, and development of new Client Experience team members.
• Share best practices and institutional knowledge to support team success.

Qualifications

• Bachelor's degree strongly preferred with focus in Business, Strategic Communications, Operations o Organizational Behavior ; equivalent work experience may be considered.
• Demonstrated experience working in a collaborative, cross-functional environment with the ability to influence stakeholders at multiple organizational levels.
• Strong relationship management, communication, facilitation, and project coordination skills.
• Proven ability to solve complex business problems in dynamic environments with uncertainty and changing priorities.
• Experience managing large-scale operational events and disruptions, including technology incidents, business continuity events, or weather-related impacts.
• Strong analytical and critical thinking skills with the ability to translate ambiguous challenges into actionable solutions.
• Excellent organizational, planning, and prioritization skills.
• Ability to make timely decisions and communicate effectively under pressure to maintain operational stability.
• Demonstrated curiosity, initiative, and a continuous improvement mindset.
• Knowledge of Fidelity systems, processes, and organizational networks is preferred.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

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.