About your role:
You will join a cross-functional program team at Fiserv focused on delivering reliable customer care and call center transformation initiatives. This role leads medium-to-large projects that align operational, business, and technology partners to improve service delivery, reduce risk, and meet cost and timeline objectives.
What you’ll do:
- Define project scope, develop detailed project plans, track milestones, and manage dependencies, risks, and change controls.
- Coordinate cross-functional workstreams with call center operations, workforce management, business analysis, and IT to ensure timely delivery of business requirements.
- Facilitate requirements gathering, process mapping, change impact assessments, and signoffs with business owners and stakeholders.
- Manage project communications, status reporting, stakeholder updates, and escalation of critical issues to senior leadership.
- Drive continuous improvement by identifying process or procedure changes and recommending measurable improvements.
- Mentor and coordinate contributions from matrixed team members and external vendors to achieve project outcomes.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you’ll need to have:
- 5+ years of experience in project management leading medium-to-large initiatives using Agile and Waterfall methodologies.
- Experience in eliciting, documenting, and managing business requirements and process mapping.
- Experience with Microsoft Project and project scheduling tools.
- Experience with collaboration and issue-tracking platforms such as Jira, Confluence, and SharePoint.
- Bachelor’s degree or 4+ years of equivalent combination of educational background, related experience, and/or military experience.
Experience that would be great to have:
- PMP or CAPM certification.
- Change management certification and practical application in projects.
- 3+ years of experience in call center and customer care operations management
- Transformational program experience with workforce management platforms and contact center platforms (e.g., Genesys).
- Experience implementing or integrating CRM/service platforms such as Salesforce Service Cloud.
- Demonstrated stakeholder management with executive-level sponsors and cross-functional leadership in transformational programs.
How you’ll work:
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experience helps you with your overall onboarding experience and leads to stronger productivity.
- This role requires the use of a computer and audio equipment.
- This role requires flexibility to work overtime, including weekends and holidays.
Sponsorship:
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
Benefits at Fiserv:
- Fuel Your Life program to support 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 program to recognize your peers’ extra effort with points used for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
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