Director, Content Experience Operations

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Job description

Job Description:

The Role

Lead the overall planning, governance, and execution of Content Operations—including capacity planning, scoping and tracking of work, and workflow management—to ensure the creation of exceptional content experiences that align with customer needs, organizational goals, and internal standards!

• Implement business process improvement methods to optimize Content processes:
• Audit workflow processes to identify inefficiencies and bottlenecks
• Gather operational insights from team members, business partners on areas of improvement
• Design, document, and manage the rollout of new and refined workflow processes
• Collaborate with the Content Team leadership to determine teams' current capacity vs. staffing levels required to meet demands
• Identify best practices for using workflow management tools to manage work across multiple teams.
• Develop and implement strategies for intake, scoping and tracking of work, optimizing workflows, and capacity planning
• Support critical initiatives for new partner and program launches, ensuring seamless integration and alignment with organizational goals.
• Define and Oversee SLAs: Establish clear Service Level Agreements (SLAs) for Content processes and assets to ensure timely, efficient, and consistent delivery of services.
  

Responsibilities

Planning

• Establishing job types to determine standardized staffing, scoping, time allotment approach.
• Assist with the prioritization of work in the domain and product area to determine staffing to priority.
• Expert ability to connect skills with proper projects and understanding standards of how much time work like audits, analysis, ideation, and delivery take.
• Ability to help determine priority planned work while saving space for the eventual unplanned work coverage.
  

Tracking

• Report out of story completion by job type, assignee, department, domain, group.
• Setting standard for the final release of work to help define “done” and demarcate where a new brief or intake is needed for additional scope.
• Tracking project performance in partnership with program managers, other capacity planners, team and squad leads to determine impact of reviews, revisions, and working time.
• Establish guidelines for story pointing and governing usage
  

Visibility

• Monitoring a dashboard of projects aggregated from workflow management tools to feel confident that they only have X amount of capacity.
• Weekly reporting of alignment, associate heat mapping, where associates are working, completion status.
• Tracking short notice / rush requests, so we can better track the scale of the problem. This coincides the ability to measure ratio of planned vs. unplanned work to determine workforce scale.
  

Qualifications

• 7-10+ years of experience in operations, creative services and/or project management within agencies or large organizations
• Experience optimizing business processes, workflows, and capacity planning
• Proficiency in Agile methodologies and knowledge of Jira/Confluence
• Exceptional organizational skills, problem solving, and critical thinking skills
• Ability to present business recommendations and provide rationale
• Knowledge of Microsoft Office suite
• Understanding of interactive communications and delivery systems, processes, and user-interface design, as well as the technological design industry s standard processes
• Work collaboratively across departments and influence senior management
• Strong sense of urgency; data-driven approach to managing performance and effectiveness
• PMP or Agile certifications, financial services experience is a plus

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 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 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 all business days of every other week in a Fidelity office.

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, detailed in this document , 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.

We invite you to Find Your Fidelity at .

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 .

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