Job TitleDirector, Strategy and Operations
About your role:As Director, Strategy and Operations, you will be the strategic and operating partner to the VP, Call Center Operations, and an extension of the VP across a global service operations organization. You will turn priorities into plans, plans into decisions, and decisions into execution. You will own the analytics, executive presentations, leadership narratives, and operating rhythm that keep the leadership team aligned and moving. This is a hands-on role for a builder who does the work, not one who delegates it.
What you'll do: - Run the leadership team's operating rhythm, including staff meetings, business reviews, offsites, and action and decision tracking
- Build executive presentations, leadership narratives, and strategy updates for VP, COO, and CEO audiences that frame trade-offs and drive decisions
- Draft and manage communications on behalf of the VP to leaders, frontline teams, partners, and executives
- Own the transformation portfolio and PMO across active workstreams, including business process outsourcing (BPO), knowledge and artificial intelligence (AI), quality, workforce strategy, and service model evolution
- Personally build the analytics: key performance indicator (KPI) frameworks, dashboards, business cases, and root cause analyses that turn data into actionable recommendations
- Deliver rapid-turn analysis and decision support on the VP's top priorities, often on short timelines
- Lead cross-functional working sessions with partners across Operations, Product, Technology, Quality Assurance (QA), Training, and Commercialization to align priorities, resolve blockers, and drive accountability
- Coach analysts, including talent from analyst programs, and set the quality bar for portfolio deliverables
- 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 management consulting, corporate strategy, chief of staff, strategy and operations, or transformation roles supporting complex, cross-functional business initiatives.
- 5 years of experience building executive presentations, strategic narratives, business cases, and decision-support materials for senior leadership audiences using PowerPoint and data-driven storytelling.
- 5 years of hands-on experience analyzing operational performance through KPI frameworks, dashboard development, and root cause analysis using Excel, reporting tools, and related analytics methods.
- Strong executive writing skills, with the ability to produce clear, concise communications for senior leaders and broad audiences.
- Demonstrated experience influencing senior cross-functional stakeholders without direct authority and handling confidential matters with discretion.
- 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 a chief of staff or strategy and operations role reporting to a senior executive.
- Experience moving from consulting delivery into an embedded operating role with ongoing ownership of outcomes
- Experience in contact center, BPO, or service operations environments.
- Experience in financial services, fintech, or payments environments with regulatory, operational, and cross-functional complexity.
- Experience coaching or leading analysts across multiple concurrent workstreams.
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.
Salary Range$111,000.00 - $188,400.00
These pay ranges apply to employees in New Jersey and New York. 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).
