Vice President, Contact Center Program Management

skillventory - A Leading Talent Research Firm

VP, Contact Center Program Manager overseeing program and product delivery at Fidelity. Collaborating with technology and business teams to ensure alignment and address risks while delivering complex programs.

Posted 6/18/2026full-timeMassachusetts, New Hampshire, North Carolina, Texas • 🇺🇸 United StatesLead💰 $130,000 - $264,000 per yearWebsite

About the role

Key responsibilities & impact

Delivering large, complex programs and workstreams
Developing and driving the program’s execution
Facilitating effective planning
Working with leaders to facilitate scope of work and prioritization
Developing program roadmaps and coordinating release plans
Managing dependencies, risks, and impediments for the program and escalating when needed
Facilitating strategic and tactical discussions as needed to achieve commitments and outcomes
Collaborating across multiple levels of the organization
Creating executive level communication for internal updates, effectively communicating complex ideas and providing recommendations when needed

Requirements

What you’ll need

Bachelor’s degree
12 years in program management, business leadership, and technology leadership roles
Proven experience leading large, complex programs that span multiple business units
Preferable to have experience with large-scale migration planning and execution
Using your diplomacy skills, you can build consensus and stakeholder advocacy to influence positive outcomes
Demonstrated ability to build positive relationships across the organization, through collaboration and a mutual commitment to success
Adaptable to changing needs and shifting priorities, even in an ambiguous environment
Keeping the full program team organized with strong attention to detail
Ability to take initiative with a high level of autonomy while working collaboratively at all levels
You can lead a team through complex problem-solving with the ability to identify and articulate connections across separate, but related concepts
You are equally comfortable engaging technical and business communities to develop solutions to meet business needs
Strong executive presence and storytelling skills.

Benefits

Comp & perks

comprehensive health care coverage and emotional well-being support
market-leading retirement
generous paid time off and parental leave
charitable giving employee match program
educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

program managementlarge-scale migration planningexecution planningrisk managementdependency managementstrategic planningtactical planningcommunication skillsproblem-solvingstakeholder advocacy

Soft Skills

diplomacycollaborationrelationship buildingadaptabilityattention to detailinitiativeautonomyexecutive presencestorytellinginfluence

Certifications

Bachelor's degree