Senior Director of Product Knowledge & Experience

TRS Recovery Services; Alpharetta (GA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Fuel Your Life program

Paid holidays and time away

Mental health support

Job summary

Fiserv is seeking a Senior Director of Product Knowledge & Experience to lead the transformation of our developer site into a modern, intelligent destination for discovery, learning, evaluation, building, and support. You will own vision, strategy, and outcomes, with expertise in APIs, content platforms, search, and AI.

You will design persona-based journeys, evolve information architecture, and build reusable content aligned with human and AI channels, partnering with executives and a broad

Qualifications

• Experience in payments, fintech, commerce platforms, banking, or API-first products.
• Track record of defining and presenting product vision, strategy, roadmaps, and investment cases to senior executives.
• Experience leading digital transformation and working with developer ecosystems (APIs, SDKs, docs).
• Bachelor's degree or higher in a related field, or equivalent education/experience.
• Strong cross-functional collaboration and communication skills across product, engineering, design, and sales.

Responsibilities

• Set vision, strategy, and multiyear roadmap for the site's product knowledge and builder experience.
• Transform the developer site into an inclusive digital product for developers and partners.
• Design persona-based journeys from discovery to integration and ongoing operations.
• Create machine-readable content across human and AI channels (web, search, assistants).
• Develop AI-assisted experiences, including intelligent search and guided onboarding.
• Lead and develop product managers across knowledge, builder, test, search, content, and AI experiences.

Skills

Product leadership

Roadmap strategy

API-first products

Vision & storytelling

Cross-functional collaboration

Education

Bachelor's degree or higher

Tools

Headless CMS

Search technologies

API documentation

Job description

Job Title

Senior Director of Product Knowledge & Experience

About the role

Fiserv's future forward global orchestration platform serves developers, merchants, partners, internal teams, and anyone looking to understand the payments industry. As Senior Director of Product Knowledge & Experience, you will transform our traditional developer site into a modern, intelligent destination where users discover, learn, evaluate, build, and get support. You will own the vision, strategy, roadmap, and outcomes for this experience, bringing digital product leadership and a practical understanding of APIs, integrations, content platforms, search, and AI.

What you'll do:

• Set the vision, strategy, and multiyear roadmap for the new site's product knowledge and builder experience.
• Transform the developer site into an inclusive digital product as the authoritative destination for Fiserv.
• Design persona-based journeys that guide developers, merchants, partners, and internal teams from discovery through integration and ongoing operations.
• Build an information architecture and reusable, machine-readable content that works across human and AI channels, including web, search, assistants, and agents.
• Develop AI-assisted and agent-based experiences, including conversational guidance, intelligent search, guided onboarding, and implementation assistance.
• Partner across Product, Engineering, Design, Sales, Support, and partner teams, and represent this work with senior executives and the broader industry.
• Lead and develop a team of product managers and product owners across knowledge, builder, test, search, content platform, and AI experiences.

Experience you'll need to have:

• Experience in payments, fintech, commerce platforms, banking, or API-first products.
• Bachelor's degree or higher in a related field (e.g., Business, Computer Science, Engineering, Product Management), or equivalent education, experience, or military experience.
• 12 years in product management or digital product leadership for developer, knowledge, or enterprise digital platforms, including 8 years leading product teams.
• Track record of defining and presenting product vision, strategy, roadmaps, and investment cases to senior executives.
• Experience leading digital transformation, with working knowledge of developer ecosystems (APIs, SDKs, documentation, sandboxes) and modern content platforms (headless CMS, search, taxonomy).

Experience that would be great to have:

• Experience modernizing a developer portal, documentation site, or enterprise knowledge experience.
• Experience building AI-assisted experiences such as conversational guidance, semantic search, or guided integration.
• Experience supporting both self-service journeys and assisted sales, implementation, and support.

How you'll work:

This role is on-site Monday through Friday. Fiserv considers in-person collaboration an essential part of the role, supporting onboarding, stronger working relationships, and cross-functional productivity.

This position requires regular use of computer and audio equipment.

This role requires occasional travel, up to 10%.

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.

Location Restrictions

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.

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