Director, Client Service Operations

Job Description:

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

The Role

Are you passionate about improving how work happens and helping teams succeed? Do you enjoy bringing people together to solve challenges and create smoother client experiences? As a Functional Execution Lead, you will play a key role in shaping how operations evolve and deliver meaningful results across the business.

In this role, you will be leading improvements, coordinating change, and helping teams adopt new processes and tools. Your work will directly support better service, stronger partnerships, and more efficient operations.

What You’ll Do

You will focus on driving progress, simplifying work, and helping teams deliver strong outcomes. Key responsibilities include:

• Leading implementation of operational changes, including new products and client transitions, with a focus on adoption and continuity
• Managing initiatives that improve efficiency, strengthen quality, and reduce risk
• Partnering with teams to review reporting, identify patterns, and resolve recurring challenges
• Building relationships across operations, sales, and partner teams to align priorities and improve results
• Sharing knowledge of processes and services to guide decisions and highlight opportunities for improvement
• Supporting new business opportunities by contributing operational insights and responding to client needs

The Expertise and Skills You Bring

You bring experience in operations along with a strong interest in improving how teams work together. You are comfortable leading initiatives, working across groups, and adapting to change.

You communicate clearly and approach conversations with openness and respect. You are able to build trust, listen to different perspectives, and help guide teams toward shared outcomes. You enjoy solving problems, asking thoughtful questions, and using information to support decisions.

You stay organized, manage competing priorities, and take initiative to move work forward. Experience with employee benefit plans is helpful, along with exposure to project or program work.

A bachelor’s degree is preferred, but equivalent experience is valued. Occasional travel may be required.

The Team

Our Health and Welfare Operations team supports services that impact employers and their employees every day. We work clos

ely with sales, product, and service teams to deliver consistent and reliable experiences.

We value collaboration, learning, and continuous improvement. Our team encourages new ideas, supports development, and creates space for different perspectives. We are committed to building an inclusive environment where people feel respected, supported, and able to grow.

Certifications:

Category:

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.