Product Support Manager Senior

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Job Description

Are you curious, motivated, and forward-thinking? At FIS, you'll have the opportunity to work on some of the most essential and dynamic tasks in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the job

Oversee support of customers encountering problems using company's products.

About the team

Our team supports multiple lines of business and collaborates with product development, infrastructure, and other internal groups to resolve issues and enhance client experience.

What you will be doing

• Managing operations of teams responding to technical and complex inquiries through case management.

• Developing and monitoring policies, procedures, and operating systems for efficient support.

• Reporting recurring issues to product management and development teams.

• Monitoring call queues, volumes, and metrics; analyzing trends to ensure quality standards are exceeded.

• Ensuring representatives are trained on new product releases, upgrades, and patches.

• Contributing to the development of product support functions and strategies.

• Managing budgets, staffing, and scheduling across multiple cost centers.

• Selecting, developing, and evaluating personnel for optimal team performance.

• Serving as an escalation point for client issues, including senior-level engagement.

• Other related duties as assigned.

What you bring

• Bachelor's degree in computer science, information systems, or equivalent experience.

• 10+ years of experience in network planning, engineering, or operations.

• Broad knowledge of FIS products and related services.

• Strong understanding of IT technologies (operating systems, network devices, software architecture).

• Experience with workforce management tools and practices.

• Excellent communication skills for technical and non-technical audiences, including executive-level stakeholders.

• Proven leadership, decision-making, and conflict management skills.

• Project management experience and customer-focused leadership ability.

• Ability to work independently and in a team environment.

What we offer you

• A senior leadership role with significant impact on client satisfaction and business success.

• Opportunities to innovate and influence product support strategy.

• Inclusive and collaborative work environment.

• Competitive salary and benefits.

• Career development within a global fintech leader.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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