Manager, Product Technical support

FIS

7d • Hybrid

About The Position

We are FIS. Our technology powers the world’s economy, and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients, and communities. If you’re ready to learn, grow, and make an impact with a career in fintech, we want to know: Are you FIS? About the role: Operational leader accountable for SLA attainment, team readiness, ticket quality, and One FIS standards; primary escalation owner partnering with Product/Dev/Ops to restore service quickly and prevent recurrence. Please note: This is a full-time position with a required hybrid schedule in the posted location. Example schedule: Monday - Friday 8-5 /9-6 - with an on-call component Onsite Tuesdays, Wednesdays & Thursdays Current and future sponsorship are not available for this position About the team: This manager partners with a broad set of stakeholders, including cross‑functional teams across FIS (Product, Technology, Operations, Compliance, and more), external clients, peer leaders, frontline agents, and executive leadership. Together, the team drives operational excellence, ensures client satisfaction, and supports end‑to‑end service delivery across the business.

Requirements

• Proven people‑management experience
• Strong escalation‑management skills
• Technical understanding of B2K (preferred)
• 5–10 years of management experience
• Background in Credit B2K technical support
• Work hours: 40+ per week
• Overtime: Required during on‑call rotations
• Weekends: On‑call as needed
• Travel: 0%

Nice To Haves

• Payments industry experience
• Experience with Aha! or similar product management tools
• Strong client relationship management skills

Responsibilities

• Maintaining visibility into daily operations, including ticket queues, aging, and SLA performance.
• Allocating work across the team to balance volume and prevent SLA breaches.
• Leading daily stand-ups to prioritize critical items and remove blockers.
• Owning complex technical issues requiring cross‑functional coordination.
• Partnering with Development, Product, and Operations to drive timely technical resolutions.

Benefits

• A career at FIS is more than just a job. It’s the change to shape the future of fintech.
• A voice in the future of fintech
• Continuous learning and development opportunities
• A collaborative, team‑oriented culture
• Opportunities to give back to your community
• Competitive salary and benefits package

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed