Director, Business Process Improvement

This role differs from traditional IT solutions, project management, and product development roles, with a stronger emphasis on hands on process improvement & delivery

The Expertise and Skills You Bring

Successful candidates will be able to demonstrate and share specific examples of their prior experience, and how it aligns to the expertise and skills listed below:

• 8+ years of experience delivering quantifiable business performance improvement through hands-on process improvement and operational change in large organizations

• Framing complex, ambiguous business problems clearly, identifying root causes, and structuring a path from current state to future state

• Conducting current state process mapping and observation to identify waste, friction, and improvement opportunities across large, complex organizations

• Designing and implementing future state processes using Six Sigma, Lean, and quality management methodologies

• Supporting business operations teams to identify business problems, generate solutions, plan, and implement changes that improve business performance

• Leading large-scale improvement initiatives with multiple workstreams, from problem framing through implementation

• Working independently to achieve expected business outcomes and operational excellence

• Delivering expected results with high business partner satisfaction and within schedule and budget

• Conducting process and data analysis including cost benefit analysis, modeling, process mapping, workflow observation, and data flows

• Experience with digital solutions and ability to facilitate operations and technical teams to eliminate manual processes through automation

• Business writing and creating content in PowerPoint to clearly communicate problem framing, current/future state, and recommendations to leadership at all levels

• Passion for improving all aspects of our business and removing operational friction

• Strength in translating data and process observation into clear, actionable insights that support unbiased recommendations

• Structured problem-solving grounded in observation, data, and industry-standard improvement methodologies — balanced with an innovative spirit and practicality

• Options and recommendations generation rooted in rigorous current state analysis and value-based prioritization

• Ability to synthesize requirements for user experiences, business capabilities, and technology enablers

• Curiosity and investigative rigor to explore root causes through observation, data analysis, and stakeholder interviews

• Communication that is clear and concise verbally and impactful and easy to consume in written and visual form

• Skilled facilitation of large working sessions of cross-functional team members

• Accountability for outcomes that are often achieved through partnerships and influence of peers and leaders

• Program leadership across multiple workstreams and complex operational scenarios

• Adaptability to evolving and sometimes ambiguous business challenges

• Effective at navigating complexity and creating focus on what truly matters

• Demonstrated experience in an operational excellence, continuous improvement, or process engineering capacity — internal COE or industry operations experience preferred

• Financial Services / Benefits Outsourcing industries experience, preferred

The Team

Performance Delivery is a center of excellence serving as an operational improvement partner to business leaders — focused on diagnosing problems, mapping processes, and deploying practical solutions within Fidelity's Workplace Investing's (WI) Operations, Service & Sales teams. We deliver value across a broad portfolio of cost and revenue improvement while focusing on risk reduction, quality improvement, customer satisfaction, associate experience, and strategic enablement. Every associate has a meaningful role in sharing their knowledge, best practices, etc. for the collective team’s development.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

The base salary range for this position is $103,000-211,000 USD per year.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

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.

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