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Fidelity's Workplace Investing (WI) business unit is a leading service provider of employer benefits. The Message Execution Center team (MEC) develops and executes e-mail, direct mail, and lead generation campaigns in support of WI's business goals, ensuring that the right message is delivered to the right person at the right time and in the right channel.

As Senior Support Manager, you will work as an integral member of the MEC team that develops and delivers these communication campaigns to employers, prospects, and benefit plan participants. The Senior Support Manager is the functional lead for supporting MEC's customers with research requests, problem resolution, campaign maintenance, incident management and reporting. This individual is responsible for consulting with partners to understand their concerns, objectives and requirements, and then to lead the delivery of their support needs.

Your Role

• Triage and assign research requests while serving as the execution lead for the most complex requests.

• Use technical campaign tools and databases to identify root cause(s) and propose solutions when problems arise.

• Lead the annual certification process for MEC's most complex and high-volume campaigns.

• Provide customers with campaign effectiveness reporting.

• Help lead MEC's response in incident remediation.

• Support and monitor campaigns in production, troubleshoot technical issues, and make modifications as necessary to ensure communication accuracy.

• Escalate issues related to scope, schedule, and quality.

The Expertise and Skills You Bring

• Proficient in Oracle and SQL Server databases.

• Experience in managing extensive quality assurance processes prior to providing reports/data to internal customers.

• Attention to detail (emphasis on quality a must).

• Ability to multi-task, prioritize, assign work, assume responsibility, and work well under tight project deadlines.

• Dependable interpersonal skills and active listening skills to ensure understanding of, and alignment with, customer objectives.

• Ability to interact with a variety of staff across functions and levels.

The Team

We deliver customer messaging for the Communications & Education organization, which is within the operations team in Fidelity's Workplace Investing (WI) business unit. This team provides targeting, distribution, and support services for over 70% of the communications generated by WI, including annual volumes approaching 700 million emails, 40 million direct mail pieces, and 1 million leads for outbound calls. We collaborate with internal message sponsors and delivery teams to ensure efficient, accurate, timely delivery of marketing, service, and regulatory communications that drive high-quality customer experiences across multiple WI product lines.

Certifications:

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 2023. 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.

At Fidelity, 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 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.