Team Leader, Crypto Customer & Associate Experience

Deal Score0
Deal Score0

Website Fidelity Investments


Job Description

The Role

As a Team Leader, you blend strong business and distribution expertise with a passion for delivering results1-on-1 mentorship, training and advice to help users land their next job. Pay only if you succeed in getting hired and start work at a high-paying job first. You will be leading a team of associates responsible for the retail crypto associate and client experience strategy across digital capabilities including virtual assistant, chat, live channel and social media, as well as associate enablement platforms like Salesforce, Focuspoint, and GenesysAd:

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You will work with both Distribution and other leaders in the PI Digital Assets Domain to identify friction points in the Crypto experience, and work to resolve for a goal to drive zero incremental phone calls
• ***This role may be filled at the Vice President or Director level depending upon the experience of the candidate****


You are committed to developing your own expertise and knowledge to ensure you bring the latest thinking to your role by

You will operate within an agile structure, partner with other Fidelity leaders to influence the broader strategic decisions, roadmaps and resource requirements, set and refine the mission, and bring together a team of associate to define customer journey and experiencesAd:

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You will ensure alignment on the “what” and “when” work is to be performed through ongoing planning and prioritization of a product backlog You will enable members to work iteratively, innovate through testing and experimentation and learn from failures while celebrating success1-on-1 mentorship, training and advice to help users land their next job. Pay only if you succeed in getting hired and start work at a high-paying job first.
• Defining and maintaining PI crypto client engagement strategy to ensure a scalable, digital first engagement
• Influencing and connecting to the broader crypto business strategy including business growth, marketing opportunity and segmentation, product, pricing, messaging, customer service and digital experience
• Representing Fidelity’s PI Crypto business and client needs with PI distribution and enterprise business partners
• Partnering with key teams to ensure associate field readiness and ongoing associate support anticipating, discovering through ongoing interaction with, and prioritizing client / partner needs to serve as their voice and guide execution of the team
• Defining, refining, and communicating the teams’ mission and roadmap to empower and build team and partner support and alignment
• Collaborating and coordinating with Chapter Leaders and Scrum Masters to build team capacity and capability and enabling squad member growth, development and learning
• Measuring performance against established objectives and KPI’s that deliver on agreed upon business, technology, and people results
• Defining, evaluating, and communicating results against acceptance criteria
• Inspecting and evaluating progress, and removing impediments
• Making informed trade-off decisions to strike the right balance between quality, cost, and timelines
• Collaborate with user design to create user journeys and experiences that are streamlined and simple and integrate the customer’s broader PI relationship using a digital first attitude

The Expertise And Skills You Bring
• Bachelor’s degree
• 10+ years driving business growth, and leading teams with a focus on delivery
• Fidelity Distribution/Live Channel experience preferred
• Innovative, inspiring leader who can help build differentiated customer experiences
• Financial services experience preferred; crypto knowledge is a plus
• Agile experience preferred including working with Jira and Jira Align
• You take a data-focused approach to understanding customer needs, translate strategic objectives into action, and prioritize to improve value delivered
• You bring a strong focus on execution and can identify and remove impediments
• You are capable of leading, influencing, and motivating colleagues without formal authority
• You have a track record of building strong teams
• You establish strong relationships as you work across Fidelity to deliver business outcomes
• You are intellectually curious and model a culture of continuous learning and mentoring
• You have or are committed to developing a balance of technology and non-technical skills in order to fully appreciate the broad needs of our customers
• You possess strong business knowledge to provide direction and guidance to key partners and teammates including finance, CKSI research and analysis, marketing and distribution

The Team

The role reports to the Head of PI Digital Assets Client Engagement within the PI Digital Assets domainAd:

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Our domain seeks to create differentiated, competitive capabilities and product offerings to acquire new customers and develop existing clients We will partner together to help support and evolve Fidelity’s retail cryptocurrency offerings that demonstrate Fidelity’s commitment to customer value and high customer experience standards

Please see below for the salary range for work locations in Colorado only:

$100,000 – $180,000 per year

This position is eligible for incentive compensation or an annual bonus opportunity


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 Best Place to Work in 2022 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

Many of our associates are continuing to work remotely temporarily due to COVID-19 When Fidelity employees eventually return to the office, 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”

We invite you to Find Your Fidelity at fidelitycareerscom

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 @fmrcom, or by calling 800-835-5099, prompt 2, option 3

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