Direct Express Operations - Client Experience Specialist

Fiserv•Alpharetta, NJ

About The Position

As a Direct Express Operations - Client Experience Specialist supporting the Direct Express program, you will own key operational workflows and lead cross-functional execution to deliver measurable improvements in cardholder servicing and client outcomes. You will manage vendor performance, drive incident/problem management through root-cause analysis, and lead operating rhythms such as service reviews and performance reporting. You will help set standards for knowledge management, ensure operational readiness for changes impacting cardholders, and oversee critical servicing functions tied to SLAs, settlement processes, and file management.

Requirements

Bachelor’s degree or equivalent experience.
4–7 years of experience in operations leadership, client experience, contact center operations, or vendor management in a financial services or regulated environment.
Demonstrated ability to lead cross-functional execution, manage vendors, and drive issue resolution under time constraints.
Strong analytical skills with experience translating data into operational actions and client-ready insights.
Strong communication and stakeholder management skills, including experience supporting client governance cadences.
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.

Nice To Haves

Operational consulting experience
Solid ability to understand complex business and technical concepts and make balanced judgments when faced with trade-offs
Strong problem-solving skills and ability to build consensus
Strong communication and presentation abilities to interact at all levels of clients including technical and operational levels
Strong thought leadership and the ability to influence others through collaborative efforts
Ability to quickly establish credibility and rapport with a broad set of constituencies

Responsibilities

Own operational performance management for Direct Express cardholder servicing, including trend analysis, action planning, and follow-through to improve service levels and client outcomes.
Lead vendor management activities (performance reviews, issue resolution, corrective actions) in partnership with internal stakeholders.
Drive incident and problem management for operational events, including coordination of response, communication updates, post-incident reviews, and remediation tracking.
Lead development and maintenance of operational documentation (runbooks, procedures, knowledge base) and ensure servicing teams are trained and prepared for changes.
Build and deliver client-ready reporting and insights; support business reviews and governance routines with clear narratives and recommendations.
Partner with product, technology, and risk/compliance stakeholders to evaluate operational impacts, escalate risks, and implement mitigations.
Manage and track internal SLAs, ensuring adherence to service commitments, identification of performance gaps, and execution of corrective actions.
Oversee settlement-related operational processes, ensuring accuracy, timeliness, reconciliation, and alignment with financial and regulatory controls.
Monitor and manage operational file processes, including file intake, processing, validation, and issue resolution across systems and partners.