Senior Product Manager, Clover Support Platform & Tools

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Job Title

Senior Product Manager, Clover Support Platform & Tools

What does a successful Sr. Product Manager do 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.

You will engage closely with merchants across multiple verticals and countries to ensure their specific needs are considered, while always being aware of lurking gotchas and edge cases. You will drive the end-to-end management for each effort and be responsible for communicating progress and key milestones to various stakeholders, including external partners, and managing the release process for distribution to all of Clover’s global partners.

About you:

You’re an experienced product manager, with a background in building intuitive software / digital experiences that simplify complex concepts and processes.

You’re an expert at cross-functional alignment, and you have experience bringing the right people together from inside and outside the business to understand the market, the constraints, and deliver the most impactful solutions. You can distill complexity and ambiguity into detailed user stories and requirements. You’re a good listener and “empathy” is one of the qualities you use to describe your personality.

You enjoy working in a fast-paced office, you understand that constant attention to detail leads to success and you’re rarely satisfied with the status quo. You have a bias for action and believe in delivering only quality work of the highest standards to the market. You find that storytelling comes naturally.

What you will do:

• 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 - Starting with traditional customer support use cases and expanding to merchant / product specific use cases as time progresses. You have a deep understanding of gen-AI and how to report and communicate the positive impact the chatbot is having on the business.

• Help Center - Building and managing how help content is organized and displayed to merchants. You understand open search platforms and how to integrate and monitor to optimize search results with an overarching goal of reducing the need for merchants to contact our call center.

• Web Chat - Expanding our merchant facing web chat strategy from a web based strategy to mobile, expanding to WhatsApp and other chat clients based on region and helping formulate a plan to enable web chat on Clover hardware

• Ticketing Platform - Expanding the reach of our ticketing platform to help drive down the need for merchants to call our contact centers

• Search Strategy & Execution - Define and drive the product roadmap for our merchant-facing search capabilities, ensuring intuitive and effective access to critical setup information for Clover and their personalized configurations. This includes optimizing search algorithms, information architecture, and user interface to maximize discoverability and reduce support inquiries

• Embedded Solutions - Drive the strategic vision, architecture, and delivery of seamlessly integrated support solutions within key merchant workflows and the Clover platform. You will proactively identify opportunities to embed intuitive tools, contextual help, and self-service capabilities that simplify complex processes, reduce friction, and enhance the overall merchant experience, ultimately driving product adoption and satisfaction.

• Product Lead Growth - Expanding the focus of our support platform from call diversion to revenue generating by incorporating product lead growth strategies into open search, web chat and ticketing platforms

• Lead operational efforts for the Help & Support team, including:

• 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)

Functional Responsibilities

• Drive products through the full software development life cycle:

• Coordinate with user research team, data team, and other stakeholders to identify problems andvalidate assumptions based on quantitative and qualitative data

• Define user requirements and metrics for success

• Communicate requirements with design, engineering and product ops

• Review and prioritize backlog

• Attend sprint planning and communicate requirements with engineering & QE

• Write release notes and collaborate with content team to create help content

• Coordinate releases with release management team

• Analyze user feedback and data to optimize the user experience

• Assist in building business cases (including opportunity sizing and financial analysis) to define, evaluate and prioritize competing opportunities to inform Clover’s roadmap

• Communicate rationale, prioritization and development status with product, engineering and other cross-functional stakeholders

• Evangelize Clover’s values and products across the team, Fiserv, and sales channels

• Be part of an agile cross-functional product, engineering and QA team to create a best-in-class products and product experiences

What you need to have:

• 8+ years in product management focused help tools that improve the client experience, with preference for B2B SaaS experience

• BA/BS degree or equivalent experience required

• Comfort in a fast-paced and dynamic environment

• Proven ability to work with product, design, content and engineering teams distributed across the globe (North America, EMEA, LATAM, 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 the ability to think and lead complex projects simultaneously

• Excellent communication and interpersonal skills, with proven ability to take initiative and build strong, productive relationships

• Excellent organizational, analytical and influencing skills

What is 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)

Salary Range

$110,700.00 - $189,700.00

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).

Our commitment to Equal Opportunity:

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.

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