Senior Product Manager, Clover Support Platform & Tools
Fiserv
Job Description
About the Role
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. As the Support Platform & Tools Product Manager on the Merchant Core Experience team, you will be responsible for creating experiences on the Clover merchant facing web experience, our Clover hardware, and our mobile experience that streamline and simplify how merchants get help through self-service tools and generative AI. The digital experiences you build will help merchants seamlessly get the support they need when they need it both in the US and in our international markets.
Key Responsibilities
- Work with design and engineering to create experiences that streamline and simplify how merchants get support when and where they need help, including generative-AI chatbot, Help Center, Web Chat, Ticketing Platform, Search Strategy & Execution, Embedded Solutions, and Product Lead Growth.
- Drive socialization for each feature and release among Clover resellers and support teams throughout the development process to incorporate stakeholder feedback and enable commercialization teams.
- Manage release planning and rollout tracking to all of Clover's channel partners and independent software vendors (ISVs).
- Coordinate with user research, data teams, and other stakeholders to identify problems and validate assumptions based on data.
- Define user requirements and metrics for success, communicate requirements with design, engineering, and product operations.
- Review and prioritize backlog, attend sprint planning, and communicate requirements with engineering & QE.
- Write release notes and collaborate with content teams to create help content.
- Analyze user feedback and data to optimize the user experience.
- Assist in building business cases, including opportunity sizing and financial analysis, to define and prioritize opportunities for Clover's roadmap.
- Communicate rationale, prioritization, and development status with cross-functional teams.
- Evangelize Clover's values and products across teams, Fiserv, and sales channels.
- Lead products through the full software development lifecycle, including problem identification, requirement definition, backlog management, release coordination, and user experience optimization.
- Drive operational efforts for the Help & Support team, including stakeholder engagement and release management.
Requirements
- 8+ years in product management focused on help tools that improve the client experience, with preference for B2B SaaS experience.
- BA/BS degree or equivalent experience.
- Comfort in a fast-paced and dynamic environment.
- Proven ability to work with product, design, content, and engineering teams distributed across North America, EMEA, LATAM, and APAC.
- Experience with Google Analytics, Firebase, HEAP.
- Proven experience with headless content management systems.
- Comfortable presenting to internal and external stakeholders.
- Proven track record of using data to influence requirements, design, and implementation.
- Strong project management skills, including leading complex projects simultaneously.
- Excellent communication and interpersonal skills, with the ability to take initiative and build strong relationships.
- Excellent organizational, analytical, and influencing skills.
Nice to Have
- Experience with Digital Adoption platforms (e.g., Walkme, Pendo, AppCues).
- Experience with open search (e.g., Elastic) and generative-AI (e.g., Gemini, Open AI).
Qualifications
- BA/BS degree or equivalent experience.
Benefits & Perks
- Medical, Vision and Dental Benefits
- Fuel Your Life Wellness Program
- 401k, Employee Stock Purchase Plans and Incentives & Bonuses
- Employee Resource Groups
- Paid Time Away
Working at Fiserv
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. The company emphasizes inclusion, well-being, and supporting personal needs through various programs and policies.
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About Fiserv
Website
fiserv.com
Company Size
10000+ employees
Location
Berkeley Heights, NJ
Industry
Financial Transactions Processing, Reserve, and Clearinghouse Activities
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