What are the responsibilities and job description for the Manager of Product Operations - SMB Digital Customer Experience (CX) & Engagement position at Lensa?
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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
Manager of Product Operations - SMB Digital Customer Experience (CX) & Engagement
Sr. Manager of Product Operations – SMB Digital Customer Experience (CX) & Engagement
About The Role
Join a transformative team redefining how small and mid-sized businesses (SMBs) interact with financial services through a unified digital engagement platform. This role sits at the intersection of product innovation and customer experience, driving operational excellence across the entire customer lifecycle—from onboarding to ongoing support.
As Manager of Product Operations , you will lead the Digital Customer Experience (CX) & Engagement workstream focused on Service and Support enablement throughout the customer lifecycle within our SMB Product organization. Your mission: to ensure every customer touchpoint is seamless and serviced appropriately (through Chat, Notifications, and Sales Enablement interactions, for example). You’ll build the operational foundation that powers responsive service and support, and data-driven engagement, helping SMBs thrive in a digital-first world.
Key Responsibilities
Customer Lifecycle Engagement
$100,000.00 - $165,600.00
These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company’s sole discretion.
Thank You For Considering Employment With Fiserv. Please
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.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.
Note To Agencies
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning About Fake Job Posts
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
If you have questions about this posting, please contact support@lensa.com
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
Manager of Product Operations - SMB Digital Customer Experience (CX) & Engagement
Sr. Manager of Product Operations – SMB Digital Customer Experience (CX) & Engagement
About The Role
Join a transformative team redefining how small and mid-sized businesses (SMBs) interact with financial services through a unified digital engagement platform. This role sits at the intersection of product innovation and customer experience, driving operational excellence across the entire customer lifecycle—from onboarding to ongoing support.
As Manager of Product Operations , you will lead the Digital Customer Experience (CX) & Engagement workstream focused on Service and Support enablement throughout the customer lifecycle within our SMB Product organization. Your mission: to ensure every customer touchpoint is seamless and serviced appropriately (through Chat, Notifications, and Sales Enablement interactions, for example). You’ll build the operational foundation that powers responsive service and support, and data-driven engagement, helping SMBs thrive in a digital-first world.
Key Responsibilities
Customer Lifecycle Engagement
- Own and optimize operational service, support and engagement processes across the full customer journey—onboarding, service-moments, engagement, and sales support.
- Design and implement scalable workflows that enhance customer satisfaction and reduce friction at key stages of the lifecycle (lead management, service touchpoints)
- Partner with Support, Product, and Engineering to deliver consistent, high-quality digital service experiences.
- Reporting Enablement - Define and track KPIs for onboarding success, engagement health, and support resolution efficiency (both internally and for CX and Sales data and reporting)
- Champion proactive support strategies using digital tools, automation, and self-service capabilities.
- Drive readiness for new product launches and feature enhancements with a focus on customer impact.
- Develop internal documentation and knowledge management systems to support scalable service delivery.
- Serve as the operational bridge between Product, Engineering, Support, Finance, and other teams.
- Lead planning and coordination efforts to ensure alignment across the SMB product portfolio.
- Build dashboards and reporting frameworks to monitor customer engagement and operational performance.
- Use insights to identify gaps, optimize processes, and inform strategic decisions.
- 8 years in product operations, customer experience product management, or program management, ideally in a digital/SaaS environment.
- Proven success in scaling service and support operations in a fast-paced, cross-functional setting.
- Strong analytical skills and experience with data visualization and reporting tools.
- Excellent communication and stakeholder management abilities.
- Experience with SMB customer segments and digital engagement platforms is a strong plus.
$100,000.00 - $165,600.00
These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company’s sole discretion.
Thank You For Considering Employment With Fiserv. Please
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
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.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.
Note To Agencies
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning About Fake Job Posts
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
If you have questions about this posting, please contact support@lensa.com
Salary : $100,000 - $165,600
