Team Manager Customer Experience

Job Description

Please note:

• Current work authorization for Canada is required for all openings
• This is a regular, full-time role
• You will be working on a Hybrid work schedule 
• The work location for this role is 483 Bay Street in Toronto until approximately late 2026 when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Who We Are

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years.  We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients.  As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and expertly.

What You Will Do

The Team Manager, Customer Experience (CX) Investly will partner with the Digital Product Development (DPD) team and the organization at large to build out the CX function while driving product adoption and engagement with customers. This role will have the opportunity to build and maintain end-to-end customer service processes and support documentation while being the conduit of providing customer feedback and insights to the DPD team. The role will also be responsible for building out the function as the team grows while being in-charge of developing training/onboarding materials for new members.

To succeed this person will be adaptable, commercially focused, highly analytical, and tech savvy – with the ability to coordinate with and influence a wide range of stakeholders. It is a hands-on role focused on achieving business objectives and KPIs while delivering an exciting customer experience.

Key Responsibilities

• Drive Product Adoption
  • Interact virtually with users to address industry and product related questions to remove any barriers limiting product adoption
  • Support clients to onboard and begin using application as quickly as possible
  • Engage with SMEs on a daily basis to assign and resolve in-coming customer issues in a time bound environment
• Build the Customer Experience Function
  • Develop CX processes to optimize client journey across onboarding, engagement, and retention
• Setting and tracking product support success metrics
• Drive product improvement by collecting and prioritizing client feedback
• Build and lead a high-performing team that aligns with Fidelity’s values and that collaborates well in cross-functional environments

What We Are Looking For

• Strong critical thinking and problem-solving skills
• Strong organizational skills
• Excellent communication and leadership skills, both written and oral
• The ability to remain positive and professional in high-pressure, challenging customer situations
• Deep proficiency in using diverse digital tools required

What You Will Bring

• 3+ years of work experience in financial services in back-office, sales, or client support required.
• University degree, or equivalent work experience required
• 1 year of coaching, training, managing, and mentoring people is preferred
• Experience in working metrics and data-driven organizations required
• Experience in client-facing roles required
• Experience in digital products is preferred

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. That’s why we offer a competitive compensation package designed to support your success today—and your financial well-being tomorrow.

For this role, your total rewards include:

• Base Salary and Discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from$105,000 to $129,000, based on your experience and qualifications.

• RRSP Contribution: After 6 months of employment, we invest in your future with anRRSP contribution—no employee matching required.

We’re proud to offer a compensation package that aligns with provincial pay transparency requirements.

This posting represents an existing vacancy within our organization—an opportunity to step into a role where your talents will make a meaningful difference.

Some of the ways we will help you feel valued and supported as part of our team:

• Flexible working arrangements.

• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you.

• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, which include up to $5,000 annually for mental health services and therapy.

• Parental leave top-up to 100% of your salary for a period of 25 weeks.

• Up to $650 for home office equipment.

• Generous time off policy, including two paid days annually to volunteer at a charity of your choice.

• Diversity and inclusion programs, including an active network of Employee Resource Groups.

• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation.

We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.

We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity.  If you are selected for an interview, the recruiter who contacts you can best answer your questions.

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [email protected].

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

•    Canada's Top 100 Employers 
o    Greater Toronto's Top Employers 
o    Canada's Top Family-Friendly Employers 
o    Canada's Top Employers for Young People 
  
•    Great Place To Work® Certified 
o    Best Workplaces for Inclusion 
o    Best Workplaces for Mental Wellness 
o    Best Workplaces for Today's Youth 
o    Best Workplaces for Women 
o    Best Workplaces in Financial Services & Insurance 
o    Best Workplaces in Ontario 
o    Best Workplaces with Most Trusted Executive Teams 

•    LinkedIn Top Companies in Canada
  
•    Human Resource Director (HRD) - Best Place To Work 
o    HRD - 5-Star Benefit Program 
o    HRD - 5-Star Diversity & Inclusion Employer 

Designations
•    Canadian Compassionate Companies – Certified 
•    Benefits Canada's Workplace Benefits Award - Future of Work Strategy 
•    TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting 
•    Canadian HR Reporter's Most Innovative HR Team