Job TitleDirector Service Transformation and Strategy
About your role:As Director, Service Transformation & Strategy, you will serve as the strategic and analytical engine behind a growing global service operations portfolio. You will build transformation roadmaps, leadership narratives, analytics, and decision-support materials that help senior leaders move from strategy to execution. Reporting to the VP, Call Center Operations, you will partner closely with executive transformation leadership and cross-functional teams to drive alignment, visibility, and measurable outcomes.
What you'll do:- Build and maintain the integrated transformation roadmap across active workstreams, including business process outsourcing (BPO) re-platforming, knowledge and artificial intelligence (AI), quality, workforce strategy, vendor consolidation, and service model evolution
- Create executive-ready presentations, strategy updates, and reporting materials that communicate progress, surface risks, frame trade-offs, and support decisions for senior leadership
- Define, track, and analyze key performance indicators (KPIs), dashboards, business cases, and root cause analyses to evaluate initiative performance and turn data into actionable recommendations
- Lead cross-functional working sessions with partners across Operations, Product, Technology, Vendor Management, Quality Assurance (QA), Training, and Commercialization to align priorities, resolve blockers, and drive accountability
- Deliver targeted strategic support, including deep-dive analyses, vendor comparisons, consolidation frameworks, and rapid-turn decision artifacts for leadership needs
- Lead and develop analysts, including talent from analyst programs, by providing coaching, context, and quality standards that strengthen portfolio execution
- Partner directly with senior and executive leaders to synthesize ambiguity into structured plans, clarify interdependencies, and help ensure decisions translate into sustained outcomes
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you'll need to have:- 8+ years of experience in management consulting, strategy, transformation, service operations, and/or portfolio or program execution roles supporting complex, cross-functional business initiatives
- 4+ years of experience managing and developing teams, including coaching analysts and driving high-quality deliverables across multiple concurrent workstreams
- 8+ years of experience building executive presentations, strategic narratives, business cases, and decision-support materials for senior leadership audiences using PowerPoint and data-driven storytelling
- 8+ years of experience analyzing operational performance through KPI frameworks, dashboard development, root cause analysis, and strategic recommendations using Excel, reporting tools, and related analytics methods
- Demonstrated experience influencing cross-functional stakeholders across Operations, Product, Technology, Vendor Management, QA, Training, and Commercialization without direct authority
- Bachelor's degree or higher in business, finance, operations, analytics, or a related field, or equivalent combination of education, related experience and/or military experience
Experience that would be great to have:- Experience in contact center, BPO, or service operations environments involving vendor management, workforce strategy, quality, and transformation initiatives
- Experience in financial services, fintech, or payments environments with regulatory, operational, and cross-functional complexity
- Experience moving from consulting delivery into an embedded operating role with ongoing ownership of outcomes
- Experience supporting global service operations portfolios across multiple stakeholders and business priorities
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 experiences help you with your overall onboarding experience and leads to stronger productivity.
- This role requires use of a computer and audio equipment.
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 your 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 redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental and military leave.
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Massachusetts, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island, Vermont, Virginia, Maine or Washington.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.
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).
