Director Service Transformation and Strategy

Fiserv • Marietta, GA

7d • $111,000 - $188,400 • Onsite

About The Position

As Director, Service Transformation & Strategy, you will serve as the strategic and analytical engine behind a growing global service operations portfolio. You will build transformation roadmaps, leadership narratives, analytics, and decision-support materials that help senior leaders move from strategy to execution. Reporting to the VP, Call Center Operations, you will partner closely with executive transformation leadership and cross-functional teams to drive alignment, visibility, and measurable outcomes.

Requirements

• 8 years of experience in management consulting, strategy, transformation, service operations, and/or portfolio or program execution roles supporting complex, cross-functional business initiatives
• 8 years of experience managing and developing teams, including coaching analysts and driving high-quality deliverables across multiple concurrent workstreams
• 6 years of experience building executive presentations, strategic narratives, business cases, and decision-support materials for senior leadership audiences using PowerPoint and data-driven storytelling
• 8 years of experience analyzing operational performance through KPI frameworks, dashboard development, root cause analysis, and strategic recommendations using Excel, reporting tools, and related analytics methods
• Demonstrated experience influencing cross-functional stakeholders across Operations, Product, Technology, Vendor Management, QA, Training, and Commercialization without direct authority
• Bachelor's degree or higher in business, finance, operations, analytics, or a related field, or equivalent combination of education, related experience and/or military experience

Nice To Haves

• Experience in contact center, BPO, or service operations environments involving vendor management, workforce strategy, quality, and transformation initiatives
• Experience in financial services, fintech, or payments environments with regulatory, operational, and cross-functional complexity
• Experience moving from consulting delivery into an embedded operating role with ongoing ownership of outcomes
• Experience supporting global service operations portfolios across multiple stakeholders and business priorities

Responsibilities

• Build and maintain the integrated transformation roadmap across active workstreams, including business process outsourcing (BPO) re-platforming, knowledge and artificial intelligence (AI), quality, workforce strategy, vendor consolidation, and service model evolution
• Create executive-ready presentations, strategy updates, and reporting materials that communicate progress, surface risks, frame trade-offs, and support decisions for senior leadership
• Define, track, and analyze key performance indicators (KPIs), dashboards, business cases, and root cause analyses to evaluate initiative performance and turn data into actionable recommendations
• Lead cross-functional working sessions with partners across Operations, Product, Technology, Vendor Management, Quality Assurance (QA), Training, and Commercialization to align priorities, resolve blockers, and drive accountability
• Deliver targeted strategic support, including deep-dive analyses, vendor comparisons, consolidation frameworks, and rapid-turn decision artifacts for leadership needs
• Lead and develop analysts, including talent from analyst programs, by providing coaching, context, and quality standards that strengthen portfolio execution
• Partner directly with senior and executive leaders to synthesize ambiguity into structured plans, clarify interdependencies, and help ensure decisions translate into sustained outcomes

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director