Senior Manager, Client Education

Job Description:

Role

This role brings to life the value and impact that Fidelity's innovative equity compensation products offer.

We are seeking a motivated and savvy Senior Manager, Client Education to apply advanced knowledge of Stock Plan Services concepts, theories, and practices to our digital client education experience. You will work with internal business partners to identify customer needs and turn those needs into educational experience. Your work will directly contribute to Fidelity's Stock Plan Services (SPS) goals as we improve their user experience and deepen their engagement with our business.

• Creating an ongoing and growing library of client resources, using accurate, clear, accessible, client-friendly language and best practices in written storytelling, in compliance with the visual design standards, brand guidelines, and legal/regulatory processes of the business in order to educate clients on equity compensation
• Overseeing the translation of your writing into video mockups, incorporating feedback and edits, implementing those edits, and ensuring a high-quality final product
• Writing, editing, and maintaining accessibility features for a library of client facing SPS education products
• Supporting good process and project management practices, in order to keep production work consistent, of high quality, and sustainable.
• Collaborating with and coaching your team members, SMEs, and clients to ensure efficient workflow and quality assurance
• Bringing ideas for improving future generations of the client education product, as well as related print and audio assets that support the education function, in order to support a culture of continuous improvement and innovation
• Interviewing SMEs and other business partners to discover relevant product information, synthesizing that information, and turning it into clear, accurate processes, guides, and client resources
• Supporting and contributing to a Stock Plan Services content management framework that is scalable and efficient

The Expertise and Skills You Have

• 6-8 years business experience in a related role, plus an undergraduate degree or graduate degree in English, Communications, Journalism, Education, or a related field
• Strong research, writing, and project management skills with experience in minimizing subject matter expert (SME) and client time, eliciting clear impacts/outcomes from content and content creators
• Demonstrated experience and proficiency working in fast-paced business environments with a focus on both quality and speed
• Demonstrated proficiency in managing vendor relationships
• Keen eye for details, process improvement opportunities, and organizational change processes
• Experience writing and inventing visual designs a plus
• Experience collaborating with animators, graphic designers, and user experience designers a plus
• Experience using Brightcove video cloud, WalkMe, or other learning management systems a plus
• Knowledge of agile methodology a plus
• You have experience leading sophisticated projects with multiple stakeholders and integrating business partners' needs with customer needs and established team processes and procedures
• Solving a variety of problems is exciting to you
• You use data and research to support your decisions
• You are curious and passionate about learning and integrating acquired knowledge to processes and strategies
• You have a passion for communicating visually and in accurate, clear language to help people understand and engage with information
• You are proficient in Microsoft Office tools
• You enjoy being part of a team of people, and being the person on the team who can learn a new topic and explain it to others
• You are comfortable collaborating with your team members, clients, and business partners remotely using video and audio-conferencing technology, email, or virtual work platforms
• You are highly creative, but also interested in how creative skills translate to business goals and achievements
• You focus on the customer, listening closely for their needs and keeping their language and priorities top of mind as you write and design

Certifications:

Category:

Marketing