Senior Manager, Fidelity Digital Assets Customer Service

Job Description : The Role

Fidelity Digital Assets ® is focused on bringing industry-leading digital asset custody and trading services to its clients. We are seeking a Senior Manager in Customer Service to join our team! This person will be responsible for team management / supervision oversight of day-to-day service and operational activities of mentorship and development. We need a leader who will partner with the broad management team to help enhance and develop functional capabilities. Effective risk management / mitigation, ability to handle complex processes, and leading cross-functional projects are also elements of the Senior Manager’s role and responsibilities. To be effective, you will work closely with Digital Assets Operations, LRC, and the leadership teams to ensure understanding of client service and operational needs as well as to ensure overall satisfaction and loyalty. With your knowledge and commitment, you will become a collaborative and resourceful leader within the Digital Assets team, sharing best practices and driving successful results!

Working Hours : Standard business hours with periodic need to cover evenings, weekends, and holidays

The Expertise and Skills You Bring

Bachelor’s degree or equivalent with 8+ years of experience or Master’s with 6+ years of experience

Significant people management and leadership experience, ideally in a financial operations setting – coaching, performance, escalation, and oversight of daily functions

Working knowledge of service model organization, tools, and structure

Proven project management & decision-making skills

Experience guiding teams through change as the work continues to evolve

Experience using, analyzing, and improving operational workflows in a highly controlled environment

Track record of building and driving a positive team culture

Experience leading projects with functional impact

Experience with oversight and supervision of complex operational processes

Your ability to quickly understand complex topics and effectively communicate those to all levels of the organization

Your ability to think analytically and deliver solutions to complex challenges

Your excellent interpersonal, verbal, and written communication skills

Your ability to guide the team through regular change as business priorities change

Your innovative ideas and outside the box thinking in support of growing / scaling new business

Note : Fidelity is not providing immigration sponsorship for this position

The Team

A subsidiary of Fidelity Investments, Fidelity Digital Assets® provides an institutional-grade digital asset experience that incorporates the history, principles, and expertise of a traditional financial institution. The business is uniquely built for institutional investors and offers secure custody, integrated trading, and 24 / 7 support in the digital asset ecosystem. Established in 2019, Fidelity Digital Assets develops products and solutions that scale with investors’ needs, allowing clients to navigate digital assets with confidence. Learn more at www.fidelitydigitalassets.com .

Fidelity Digital Asset Services is an emerging business unit, dedicated to serving existing customers as well as a growing new customer base within the Fidelity enterprise. This role represents an exciting opportunity to help launch Institutional relationship capabilities within the business and help bring the vision for the future to life.

Certifications : Category :

Customer Service

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

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.