Director Product Management II

• 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.

• 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 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.

• 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.

• 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.

$123,500.00 - $216,000.00

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).