Director Product Management II

Calling all innovators - find your future at Fiserv.

We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

About your role:

You will lead product management for Interactive Voice Response, Voice AI and conversational automation across the Financial Solutions contact-center ecosystem. You will work with product, technology, operations, fraud, risk, compliance and vendor partners to define product strategy, deliver measurable outcomes and improve automated and assisted servicing experiences. Your work will help modernize contact-center capabilities while balancing customer experience, operational performance and risk controls.

What you'll do:

• Define and manage the product vision, strategy and roadmap for Interactive Voice Response, Voice AI, routing, authentication, self-service and conversational automation capabilities.
• Translate client needs, customer journeys, operational challenges, business priorities and market developments into actionable product plans and multi-year roadmap priorities.
• Own the end-to-end product lifecycle from opportunity identification and business case development through requirements, design, delivery, launch, adoption and continuous optimization.
• Partner with contact-center operations to analyze call drivers, servicing complexity, associate pain points and opportunities for automation or experience redesign.
• Coordinate product, technology, operations, fraud, risk, legal, compliance, cybersecurity and vendor partners to resolve delivery issues, manage dependencies and meet launch commitments.
• Establish product objectives, key results, release criteria, adoption targets and performance metrics for Interactive Voice Response and Voice AI initiatives.
• Define testing and monitoring frameworks for intent accuracy, task completion, prompt performance, fallback effectiveness, escalation behavior, safety, bias and production issue management.
• Lead, coach and develop team members while reinforcing accountability, data-informed decision-making, delivery excellence and continuous improvement.

Experience you'll need to have:

• 10+ years of experience in product management, contact-center technology, digital transformation, conversational artificial intelligence or related disciplines.
• 3+ years of experience managing and developing teams.
• 8+ years of experience leading Interactive Voice Response, Voice AI, intelligent virtual assistant or enterprise contact-center products, programs or platforms.
• Experience with modern Interactive Voice Response architectures, conversational artificial intelligence, natural language understanding, natural language processing, generative artificial intelligence, large language models, routing, orchestration, application programming interfaces and system integrations.
• Experience managing platform, integration, operational, regulatory and delivery dependencies across multiple business and technology teams.
• Experience developing product roadmaps, business cases, key performance indicators, executive reporting and release plans for enterprise technology initiatives.
• Bachelor’s degree or higher in business, computer science, engineering, information systems, product design or a related field, or equivalent combination of education, related experience and/or military experience.

Experience that would be great to have:

• Experience with major cloud contact-center or conversational artificial intelligence platforms such as Microsoft, Amazon Connect, Genesys Cloud CX, Google Contact Center AI, Sierra AI, Cresta AI or comparable technologies.
• Experience modernizing legacy Interactive Voice Response environments and migrating voice journeys to cloud-based contact-center platforms.
• Experience with omnichannel service, agent-assist solutions, customer authentication, voice biometrics, intelligent routing or workforce-management capabilities.
• Master’s degree in business, technology, design, analytics or a related discipline.

How you'll work:

• This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
• This role requires use of a computer and audio equipment.

Sponsorship:

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training, development, and internal mobility opportunities.
• Medical, dental, vision, life, and disability insurance options available from day one.
• Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental and military leave.

Salary Range

These pay ranges apply to employees in New Jersey and New York. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact [email protected]. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.