hero






Search 
jobs
 2,315
Explore 
companies
 24
Join talent network
Talent
My job alerts

Squad Leader - Customer & Accounts Capability Leader

Fidelity

Fidelity

Customer Service
Durham, NC, USA · Boston, MA, USA · Jersey City, NJ, USA · smithfield, ri, usa · Westlake, TX, USA
USD 100k-169k / year
Posted on May 8, 2025
Apply now

Job Description:

Squad Leader – Customer and Accounts Capability Leader

The Role

As Fidelity Brokerage Business Capability Leader, you will lead the product vision, strategizing, identify customer and associate problems and opportunities, understand the current state friction, identify root cause, and solve for the E2E business problem. You will also be identifying new business opportunities, do competitive research, participate in vendor discussion to compare and contrast to ensure it meets our customer, associate and business needs.

You are the end-to-end gatekeeper of the team’s mission, strategy, and tactical execution associated with delivering on strategic priorities. In an agile structure, you will 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 chapter members to execute on specific product features. 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 team members to work iteratively, innovate through testing and experimentation and learn from failures while celebrating success. You are committed to developing your own expertise and knowledge to ensure you bring the latest thinking to your role.

The Expertise and Skills You Bring

  • BS/BA+MBA, or equivalent experience
  • Series 99 preferred, not required
  • 10+ years of relevant work experience
  • Previous work experience in financial services, strategic marketing, product management
  • Experience designing, developing and maintaining dynamic products and solutions
  • Agile experience
  • Jira and Jira Align experience preferred
  • Data-focused approach to understanding customer needs, translate strategic goals into action, and prioritize to improve value delivered
  • Grasp sophisticated product features and break them into clear and concise stories with well-defined business value and acceptance criteria
  • Strong focus on execution and identify, communicate and remove impediments to progress
  • Experience designing, developing, and maintaining dynamic products and solutions
  • Capable of leading, influencing, and motivating colleagues without formal authority, and have a track record of building successful teams
  • Establish and maintain positive relationships as you work collaboratively across Fidelity to deliver business outcomes and seek out the expertise of colleagues to advise on your approach
  • Strategic product management experience, and are comfortable working across both marketing and distribution organizations to deliver customer value
  • You establish and maintain positive relationships as you work collaboratively across Fidelity to deliver business outcomes and seek out the expertise of colleagues to advise on your approach
  • You have product management experience, and are comfortable working in partnership with other product teams to deliver value
  • Participating and leading senior level strategic conversations about the current and future direction of the business

Note: Fidelity is not providing immigration sponsorship for this position

The Team

Within the Fidelity Brokerage organization, the Digital Business Transformation and Capabilities Product Area (DBC) is responsible for our retail brokerage business, experiences, and capabilities. As an Account and Customer Management business capability squad leader you will lead a cross-functional business & technology team responsible for defining and executing the go-to-market strategy for our team as well as help drive strategic research and design for future innovation.

You work in partnership with the other partners and leaders across Fidelity Brokerage, Fidelity Wealth, Brokerage Record-Keeping Technology, Workplace Investing, and other business units. You will also be closely working in partnership with Chapter Leaders aligned to your team. By demonstrating and promoting Fidelity and agile leadership behaviors, you sustain and evolve our innovative agile culture.

The base salary range for this position is $100,000-$169,000 per year.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

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.

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.

Certifications:

Category:

Product Management

Company overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.

If you would like to request an accommodation, please contact us at:

accommodations@fmr.com

Apply

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 top 10 Best Place to Work in 2024. 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.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

We invite you to Find Your Fidelity at fidelitycareers.com.

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@fmr.com, or by calling 800-835-5099, prompt 2, option 3.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

Benefits
Learning & development
Culture

Benefits that adapt to everything life sends your way

401(k) with company match

Medical, dental, vision and prescription drug coverage

16-week maternity leave & 12-week parental leave

Student loan assistance

Fidelity is invested in you

Committed to Professional Development

At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.

We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.

Continuing Education & Training

  • Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
  • Video-based training for technology, leadership, management & more.
  • Ongoing skills development and coaching opportunities.
  • Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
  • A range of talent development programs to support career mobility.

Mentoring

  • Utilize the skills of experienced leaders to enrich your career.
  • Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
  • An open atmosphere of knowledge sharing and collaboration.
  • Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.

Our Commitment to Diversity and Inclusion

"Fidelity believes in, and is committed to, fair and equitable treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect." Abby Johnson | Chairman and CEO Fidelity Investments

At Fidelity, we are committed to building an enduring culture of inclusion and belonging that will attract, develop and retain a diverse workforce.

Fidelity’s ten affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences.

These Employee Resource Groups and Special Interest Groups are models of inclusion for Fidelity. They’re also a powerful form of engagement and development and can provide a pathway to visible leadership roles. Our affinity groups make a large contribution on the business, helping to ensure our products and services are delivered in a welcoming and equitable environment.

  • Over 22K employees participate in an affinity group.
  • Over 1,400 affinity group members volunteered for Fidelity Cares in 2020.
  • 74% increase in affinity group memberships over the last three years.

Giving Back to Our Communities

Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.

Fidelity Cares

  • Provides associates with opportunities to actively volunteer and share their talents.
  • Hosts numerous company-wide volunteer events (in-person and virtual).
  • Partners with nonprofit organizations to support our local communities.
  • More than 12,000 associates donate time annually – from interns to SVPs.
  • Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.

Fidelity Charitable®

  • Created to make it easy for people to support charitable organizations they care about.
  • Helped deliver $7.3 billion in donor-recommended grants to charity in 2019.
  • Supported more than 300,000 unique charities around the world.
  • Since its inception, more than $42 billion has been given to public charities.

Similar Jobs

Apply now
See more open positions at Fidelity
Privacy policyCookie policy