Director Product Management II

Fiserv•Omaha, NJ

5d•Onsite

About The Position

Lead product management for Interactive Voice Response, Voice AI, and conversational automation across Fiserv’s Financial Solutions contact-center ecosystem. Work with product, technology, operations, fraud, risk, compliance, and vendor partners to define product strategy, deliver measurable outcomes, and improve automated and assisted servicing experiences. The role supports modernization of contact-center capabilities while balancing customer experience, operational performance, and risk controls. This is an on-site role Monday through Friday. The position requires use of a computer and audio equipment. Candidates must already have valid, unrestricted U.S. work authorization; candidates requiring sponsorship now or in the future will not be considered.

Requirements

10 or more years of experience in product management, contact-center technology, digital transformation, conversational artificial intelligence, or related disciplines.
3 or more years of experience managing and developing teams.
8 or more 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 an equivalent combination of education, related experience, and/or military experience.
Must currently possess valid and unrestricted U.S. work authorization; candidates requiring sponsorship now or in the future are not considered.

Nice To Haves

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.

Responsibilities

Define and manage product vision, strategy, and roadmaps 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 product plans and multi-year roadmap priorities.
Own the 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.

Benefits

Fuel Your Life program supporting 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 peer-recognition program with points redeemable for rewards.
Eight Employee Resource Groups.
Professional growth through training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning, including a 401(k) match and discounted shares through the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental and military leave.
Annual incentive opportunity for eligible associates, potentially delivered as a mix of cash bonus and equity awards.