Director, Content Experience Operations

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:

Category:

Marketing

Fidelity’s working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).