Product Owner/Squad Leader, Chatbot

Job Description:

​The Role

Join a team at the forefront of innovation, simplifying investing for millions of customers through cutting edge AI solutions.

We are seeking a user-focused Digital Product Owner for Fidelity Assistant with a passion for delivering results to lead a high performing squad passionate about improving our customer-facing chatbot across Fidelity.com and our flagship mobile app. This is a unique opportunity to shape the future of digital customer support by delivering intelligent, conversational AI experiences that drive real client and business value.

The Squad Leader is primarily responsible for delivering committed outcomes through prioritized features or capabilities on the integrated product roadmap. Squad leaders also conduct research and analysis for feature opportunities that align to product strategies. You will collaborate with engineering, data science, and UX partners to achieve committed outcomes.

This role requires a dedicated, committed, and hardworking leader who is able to:

• Design and deliver intuitive, conversational AI experiences that improve customer engagement and satisfaction

• Partner with AI/ML teams to improve chatbot capabilities including NLP, intent recognition, sentiment analysis, and dialogue management

• Demonstrate strong technical acumen to translate, define & understand technical requirements needed to deliver capabilities/features.

• Drive continuous delivery of Epics & Stories, aligned to Sub-Initiatives that have been prioritized

• Use data and customer insights to find opportunities, measure performance, and iterate on features

• Inspire and empower your squad with clear goals, outcomes, and a shared vision of success that aligns the work they do and the value they deliver

• Stay current with AI and machine learning advancements and apply them to improve chatbot functionality

The Skills and Expertise You Bring

• Bachelor’s degree required; relevant graduate degree preferred in an area like computer science, or computational linguistics

• 10+ years of proven experience in digital product management, with at least 3 years focused on AI or chatbot technologies

• Deep understanding of conversational AI, NLP, machine learning, and customer service automation; and integration with broader digital experiences

• Proven ability to own the backlog, ensuring epics and stories are clear and concise with well-defined business value and acceptance criteria

• Experience leading cross-functional teams in an agile environment

• Strong analytical mentality with experience using data to drive product decisions

• Strong influencing and problem-solving skills to resolve cross-business unit and competing product area/squad level strategic priorities

• Excellent communication and stakeholder management skills

The Team

As part of the Brokerage Digital Product domain, the Digital AI Solutions product area tap into the power of industry leading conversational AI solutions to provide our customers and associates simple, fast, and easy digital experiences across all channels.

You will work in partnership with the Fidelity Assistant Group Squad Leader, the Product Area Leader, other Squad Leaders, Scrum Masters, and Chapter Leaders aligned to your product group. By demonstrating and promoting Fidelity and agile leadership behaviors, you sustain and evolve our innovative agile culture.

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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.

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.