Director of Operations

Director, Operations Note: Fidelity will not provide immigration sponsorship for this position. Job Description Have you ever considered a career that allows you to share your expertise in financial services with a passion for philanthropy? National Charitable Services performs philanthropic services to the largest donor advised fund in the world, Fidelity Charitable. Service Delivery & Operations supports money movement, client interactions as well as various oversight functions that enable our donors, advisors and non‑profit organizations to accomplish their goals. The Role As part of operations, our job is to ensure that all the grants, contributions and money movement transactions are accounted for and accurately recorded. The daily work is managed through tools of Fidelity Investments, but our business model is unique! Every day we have thousands of interactions with donors, advisors and non‑profit organizations. Recently, fraudsters have entered the environment. Operations is suited for those who enjoy having a regular, daily routine – but fair warning: it gets strained during our year‑end giving season. An Operations Director is responsible for key money movement functions (Money Out (Grants), Money In (Contributions) or NPO Enrollment) in Texas or Salt Lake City, leading multiple teams/functions. This role is key to our success in Service Delivery Operations, ensuring our controls are executed flawlessly each day. The role will hire, coach and mentor managers on the team, expanding their influence and preparing them for a future across Fidelity. Success is measured through various critical metrics, including client satisfaction, risk avoidance, improving operational scale and overall leadership of the team. Requires a desire and ability to participate in and lead cross‑functional initiatives with significant business impact. The Expertise And Skills You Bring Bachelor’s degree required with at least 12 years of relevant work experience or Master’s with 10+ years of experience. Preferred experience or demonstrated proficiency in Risk Management, Fraud, Compliance, and Operations. Knowledge of financial services and/or non‑profit industry, specifically operations. 5+ years of demonstrated ability to lead, manage, and mentor a team in a dynamic environment. Effective verbal and written communication skills to influence, build consensus, and integrate complex information. Able to deliver presentations and represent management at least two levels and beyond. Make decisions based on long‑term view of trends, issues, and business implications. Track record of coaching, managing, developing, and leading others, building associate engagement to deliver outstanding business results. Ability to own/improve business partner relationships and engage with vendors professionally. Self‑starter with a high degree of ownership and accountability for results, able to take initiative, learn quickly and think independently. Flexibility and adaptability to react constructively and positively to multiple shifting priorities, unexpected events, and seasonal demands. Lead quality and timely work to meet the needs of donors, advisors and non‑profit organizations; ensure efficient distribution of work to meet processing, special handling, and issue resolution standards; create and sustain a team focus on quality and continual process improvement; serve as initial point of escalation for service issues. Continually evaluate work distribution and performance. Design and generate reports to measure and communicate the team’s progress against KPIs/metrics, and handle workflow and productivity. The Team We have several operations teams with Service Delivery. Each team focuses on a different part of the operations, such as money in, money out and money movement. The teams have 8–10 associates apiece and 2–3 new associates each year. They work every day with donors, advisors and non‑profit organizations across the country and sometimes internationally. Each team is an entry point into the world of philanthropy. The teams are complementary and work together to resolve complex operations problems. Each main operations capability (Money In, Money Out, Money Movement) has a Director who is the complete owner of the functionality. Directors manage a budget, build resilient staff, meet operational metrics and set the strategic and tactical roadmap for the capability. They demonstrate professional deportment and command the respect of the team for their knowledge, personal integrity, passion and work ethic. 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. Certifications Category: Client Service 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. #J-18808-Ljbffr