Manager, Knowledge Management

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We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Manager, Knowledge Management

About your role:

As a Manager, Knowledge Management, you will lead day-to-day operations and continuous improvement for Knowledge Operations within Knowledge and Information Services at Fiserv. You will partner with Knowledge Management, Technical Writing, Training, Quality, Product, Technology, and Service teams to align priorities, streamline workflows, and strengthen knowledge governance. The work you do directly shapes the accuracy and accessibility of knowledge assets that power AI-enabled service experiences and digital self-service for clients and associates across the enterprise.

What you'll do:

• Lead a team within Knowledge Operations, setting clear goals, coaching individuals toward measurable performance outcomes, and building cross-training depth that reduces single points of failure.
• Develop team members through regular feedback cycles, structured development plans, and opportunities that expand capability across the knowledge lifecycle.
• Own the operational rhythm for Knowledge Operations, including workload tracking, backlog management, and timeliness reviews, so delivery commitments are met consistently.
• Define and maintain key performance indicators (KPIs) covering productivity, quality, and knowledge asset accessibility, and surface trends through dashboards that drive decisions across Knowledge and Information Services.
• Lead continuous improvement (CI) initiatives by analyzing workflow data and stakeholder feedback, identifying root causes, and implementing process changes that produce measurable gains in efficiency and quality.
• Strengthen knowledge governance by establishing clear ownership, review cycles, and accuracy standards for knowledge assets that support digital self-service and AI-enabled service experiences.
• Coordinate across Knowledge Management, Technical Writing, Training, Quality, Product, Technology, and Service teams to align priorities, resolve workflow friction, and deliver knowledge solutions that improve client and associate 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 knowledge operations, content operations, or a related operational function overseeing knowledge lifecycle governance, workflow design, and continuous improvement programs.
• 3+ years of experience leading cross-functional initiatives in an enterprise or regulated industry environment, using operational metrics, key performance indicator (KPI) frameworks, and dashboard reporting to drive measurable outcomes.
• 6+ years of experience managing and developing teams
• Experience developing KPI dashboards and operational metrics reporting using business intelligence (BI) or data visualization tools to track workload, quality, timeliness, and backlog trends.
• Experience designing and improving knowledge governance workflows in an enterprise knowledge platform environment to increase content accuracy and accessibility.
• Bachelor's degree or higher in Information Management, Library Science, Business Administration, Communications, or related field or equivalent combination of education, related experience and/or military experience.

Experience that would be great to have:

• Experience with AI-enabled knowledge retrieval, virtual assistants, or chatbot platforms to support digital self-service experiences.
• Experience in financial services, fintech, or another regulated enterprise environment managing knowledge or content operations at scale.
• Experience with workflow automation tools to streamline content operations and reduce manual handoffs across cross-functional teams.
• Familiarity with product management, user experience (UX), or digital experience teams to align knowledge delivery with in-product guidance and self-service journeys.

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

$108,000.00 - $172,800.00

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).

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.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.