Senior Director of Product Knowledge & Experience

Fiserv•Alpharetta, GA

9d•Onsite

About The Position

Fiserv is seeking a Senior Director of Product Knowledge & Experience to lead the transformation of its developer site into a modern, intelligent destination for developers, merchants, partners, internal teams, and others seeking to understand the payments industry. The role owns the vision, strategy, roadmap, and outcomes for this experience, combining digital product leadership with practical knowledge of APIs, integrations, content platforms, search, and AI. The position leads product knowledge and builder experiences across discovery, learning, evaluation, implementation, and support. It includes developing reusable, machine-readable content and AI-assisted experiences, partnering across functions, and managing product managers and product owners. The position is on-site Monday through Friday and requires occasional travel of up to 10%.

Requirements

Experience in payments, fintech, commerce platforms, banking, or API-first products.
Bachelor’s degree or higher in a related field, or equivalent education, experience, or military experience.
12 years of experience in product management or digital product leadership for developer, knowledge, or enterprise digital platforms, including 8 years leading product teams.
Track record of defining and presenting product vision, strategy, roadmaps, and investment cases to senior executives.
Experience leading digital transformation, with working knowledge of developer ecosystems (APIs, SDKs, documentation, and sandboxes) and modern content platforms (headless CMS, search, and taxonomy).
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 modernizing a developer portal, documentation site, or enterprise knowledge experience.
Experience building AI-assisted experiences such as conversational guidance, semantic search, or guided integration.
Experience supporting both self-service journeys and assisted sales, implementation, and support.

Responsibilities

Set the vision, strategy, and multiyear roadmap for the site's product knowledge and builder experience.
Transform the developer site into an inclusive digital product and authoritative destination for Fiserv.
Design persona-based journeys for developers, merchants, partners, and internal teams, from discovery through integration and ongoing operations.
Build information architecture and reusable, machine-readable content for human and AI channels, including web, search, assistants, and agents.
Develop AI-assisted and agent-based experiences, including conversational guidance, intelligent search, guided onboarding, and implementation assistance.
Partner with Product, Engineering, Design, Sales, Support, and partner teams, and represent the work to senior executives and the broader industry.
Lead and develop product managers and product owners across knowledge, builder, test, search, content platform, and AI experiences.

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.
401(k) match and discounted shares through the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental and military leave.