Senior Product Manager, Clover Support Platform & Tools

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Job Title

Senior Product Manager, Clover Support Platform & Tools

What does a successful Sr. Product Manager do at Fiserv?

As the Support Platform & Tools Product Manager on the Merchant Core Experience team, you will be responsible for creating experiences on the Clover merchant facing web experience, our Clover hardware, and our mobile experience that streamline and simplify how merchants get help through self-service tools and generative AI. The digital experiences you build will help merchants seamlessly get the support they need when they need it both in the US and in our international markets. 

You will engage closely with merchants across multiple verticals and countries to ensure their specific needs are considered, while always being aware of lurking gotchas and edge cases. You will drive the end-to-end management for each effort and be responsible for communicating progress and key milestones to various stakeholders, including external partners, and managing the release process for distribution to all of Clover’s global partners. 

About you:

You’re an experienced product manager, with a background in building intuitive software / digital experiences that simplify complex concepts and processes. 

You’re an expert at cross-functional alignment, and you have experience bringing the right people together from inside and outside the business to understand the market, the constraints, and deliver the most impactful solutions. You can distill complexity and ambiguity into detailed user stories and requirements. You’re a good listener and “empathy” is one of the qualities you use to describe your personality. 

You enjoy working in a fast-paced office, you understand that constant attention to detail leads to success and you’re rarely satisfied with the status quo. You have a bias for action and believe in delivering only quality work of the highest standards to the market. You find that storytelling comes naturally.

What you will do:

• Work with design and engineering to create experiences that streamline and simplify how merchants get support when and where they need help, including:

  • Generative-AI chatbot - Starting with traditional customer support use cases and expanding to merchant / product specific use cases as time progresses.  You have a deep understanding of gen-AI and how to report and communicate the positive impact the chatbot is having on the business.

  • Help Center - Building and managing how help content is organized and displayed to merchants.  You understand open search platforms and how to integrate and monitor to optimize search results with an overarching goal of reducing the need for merchants to contact our call center.

  • Web Chat - Expanding our merchant facing web chat strategy from a web based strategy to mobile, expanding to WhatsApp and other chat clients based on region and helping formulate a plan to enable web chat on Clover hardware

  • Ticketing Platform - Expanding the reach of our ticketing platform to help drive down the need for merchants to call our contact centers

  • Search Strategy & Execution - Define and drive the product roadmap for our merchant-facing search capabilities, ensuring intuitive and effective access to critical setup information for Clover and their personalized configurations. This includes optimizing search algorithms, information architecture, and user interface to maximize discoverability and reduce support inquiries

  • Embedded Solutions - Drive the strategic vision, architecture, and delivery of seamlessly integrated support solutions within key merchant workflows and the Clover platform. You will proactively identify opportunities to embed intuitive tools, contextual help, and self-service capabilities that simplify complex processes, reduce friction, and enhance the overall merchant experience, ultimately driving product adoption and satisfaction.

  • Product Lead Growth - Expanding the focus of our support platfor