Sr. Manager of Product Operations – SMB Digital Customer Experience (CX) & Engagement

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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

Sr. Manager of Product Operations – SMB Digital Customer Experience (CX) & Engagement

Sr. Manager of Product Operations – SMB Digital Customer Experience (CX) & EngagementAbout the RoleJoin a transformative team redefining how small and mid-sized businesses (SMBs) interact with financial services through a unified digital engagement platform. This role sits at the intersection of product innovation and customer experience, driving operational excellence across the entire customer lifecycle—from onboarding to ongoing support.As Manager of Product Operations, you will lead the Digital Customer Experience (CX) & Engagement workstream focused on Service and Support enablement throughout the customer lifecycle within our SMB Product organization. Your mission: to ensure every customer touchpoint is seamless and serviced appropriately (through Chat, Notifications, and Sales Enablement interactions, for example). You’ll build the operational foundation that powers responsive service and support, and data-driven engagement, helping SMBs thrive in a digital-first world.Key ResponsibilitiesCustomer Lifecycle 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)

Digital Service & Support Excellence

• 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.

Operational Readiness & Enablement

• 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.

Cross-Functional Leadership

• 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.

Data-Driven Engagement

• Build dashboards and reporting frameworks to monitor customer engagement and operational performance.
• Use insights to identify gaps, optimize processes, and inform strategic decisions.

Qualifications

• 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.

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Salary Range

$100,000.00 - $165,600.00

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.

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).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qua