Director Product Management II at Fiserv in Berkeley Heights, NJ

Job description

Calling all innovators - find your future at Fiserv. We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv. Job Title Director Product Management II About your role: You will lead product management for Interactive Voice Response, Voice AI and conversational automation across the Financial Solutions contact-center ecosystem. You will 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. Your work will help modernize contact-center capabilities while balancing customer experience, operational performance and risk controls. What you'll do: Define and manage the product vision, strategy and roadmap 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 actionable product plans and multi-year roadmap priorities. Own the end-to-end 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. Experience you'll need to have: 10+ years of experience in product management, contact-center technology, digital transformation, conversational artificial intelligence or related disciplines. 3+ years of experience managing and developing teams. 8+ 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 equivalent combination of education, related experience and/or military experience. Experience that would be great to have: 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