Direct Express Operations Business Manager

Fiserv•Berkeley Heights, NJ

4d•$82,500 - $132,000

About The Position

As a Direct Express Operations Business Manager for the Direct Express program, you will provide operational leadership within a high-visibility client environment and serve as a key partner in driving service excellence and continuous improvement. You will lead complex vendor and stakeholder ecosystems, establish the operating model for incident, problem, and knowledge management, and leverage advanced data and reporting capabilities to drive strategies that improve cardholder outcomes and strengthen client trust.

Requirements

Bachelor’s degree or equivalent experience.
5+ years of experience in operations leadership, client experience, or servicing within a regulated financial services environment.
Strong command of incident/problem management practices and operational control disciplines, including driving measurable remediation.
Strong data-driven leadership skills, with experience establishing KPIs, building reporting narratives, and driving operational transformation.
Advanced proficiency in Power BI and Power Automate, with demonstrated ability to design dashboards, automate reporting processes, and enhance data visibility.
Strong ability to analyze and synthesize data across multiple systems of record (e.g., servicing platforms, CRM systems, operational tools) to ensure accuracy, consistency, and actionable insights.
Experience managing reporting frameworks, SLA/SLR performance tracking, and complaints analytics, particularly within regulated or government-linked programs.
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 the clients from C-level to 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

Lead the operational client experience strategy for Direct Express cardholder servicing, including defining priorities, success metrics, and governance to deliver consistent performance and stability.
Own senior-level vendor management, including performance accountability, corrective action governance, and escalation management across multiple partners.
Lead major incident response and problem management, including executive communication, root-cause leadership, and sustained remediation to prevent recurrence.
Lead client governance and service review cadences, providing clear performance narratives, risks, and recommendations aligned to client outcomes.
Partner with technology, product, and risk/compliance leaders to drive strategic operational improvements, readiness for releases, and continuous optimization of the servicing model.
Own external SLA/SLR commitment tracking, ensuring adherence to contractual and regulatory obligations, and proactively identifying risks or gaps in service delivery.
Lead metrics design, KPI development, and performance tracking, including call center, servicing, and vendor performance indicators.
Drive complaints reporting and analytics, with a strong focus on Fiscal Service and agency-related complaint trends, root cause insights, and remediation opportunities.
Leverage advanced analytics and automation tools (Power BI, Power Automate) to build dashboards, automate workflows, and integrate data across multiple systems of record to support operational decision-making and performance management.