Manager of Product Operations - SMB Digital Customer Experience (CX) & Engagement
Fiserv
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Responsibilities
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
Manager of Product Operations - SMB Digital Customer Experience (CX) & Engagement- Own and optimize operational service, support and engagement processes across the full customer journey—onboarding, service-moments, engagement, and sales support.
- Design and implement scalable workflows that enhance customer satisfaction and reduce friction at key stages of the lifecycle (lead management, service touchpoints)
- Partner with Support, Product, and Engineering to deliver consistent, high-quality digital service experiences.
- Reporting Enablement - Define and track KPIs for onboarding success, engagement health, and support resolution efficiency (both internally and for CX and Sales data and reporting)
- Champion proactive support strategies using digital tools, automation, and self-service capabilities.
- Drive readiness for new product launches and feature enhancements with a focus on customer impact.
- Develop internal documentation and knowledge management systems to support scalable service delivery.
- Serve as the operational bridge between Product, Engineering, Support, Finance, and other teams.
- Lead planning and coordination efforts to ensure alignment across the SMB product portfolio.
- Build dashboards and reporting frameworks to monitor customer engagement and operational performance.
- Use insights to identify gaps, optimize processes, and inform strategic decisions.
- 8+ years in product operations, customer experience product management, or program management, ideally in a digital/SaaS environment.
- Proven success in scaling service and support operations in a fast-paced, cross-functional setting.
- Strong analytical skills and experience with data visualization and reporting tools.
- Excellent communication and stakeholder management abilities.
- Experience with SMB customer segments and digital engagement platforms is a strong plus.
Salary Range
$100,000.00 - $165,600.00These pay ranges apply to employees in New Jersey, New York and California. 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.
For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company’s sole discretion.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).
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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.
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