Director, Global Service Experience

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Visa Global Service Experience Director is the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on Client Services enablement functions and needs. This role excels at matrix management to ensure CS Stakeholders are aware of product enhancements and have a voice in helping mold the work to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of CS, to develop and deliver the support model for Visa Inc. issuers, acquirers, processors, Fintechs and merchants worldwide. This includes Product Implementation Services and Support, Enterprise/Government mandate projects, and Internal/external SME/Consulting support. Essential Functions

Global Client Services works with issuers, acquirers, processors, Fintechs and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting. Within Client Services, the role of Readiness is to act as the liaison between Product and Client Services. To engage early in the product development process in order to comprehend the strategy, provide input in the design and development stage, to define implementation, support and client communication requirements. Readiness ensures feedback is gathered from Client Services stakeholders as well as clients to ensure continued improvement to processes and products.

This Director role is an individual contributor role responsible for managing complex strategic initiatives as the key CS stakeholder representing the division’s needs for successful enablement and launch.

• Lead complex and multi-layer implementations for multiple projects for Visa client institutions and processors to ensure customer expectations are exceeded.
• Consult with client institutions and provide technical expertise to structure an effective implementation.
• Coordinate directly with clients to understand program set up requirements and facilitate new program installations, conversions and maintenance requests without client impact.
• Work closely with Product team to understand business enhancements and maintenance releases and impact on current and new client programs.
• Act as a Subject Matter Expert on various product features as assigned.
• Report on client project accomplishments and deliverables.
• Serve as an escalation point for complex issues encountered by team members.
• Act as a mentor and train newer team members.
• Manage non-routine, complex processing and change requests, as well as tactical and strategic client initiatives.
• Lead projects for various initiatives, both internal and external, using project management best practices and skills.
• Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency.
• Build and enhance positive working relationships with internal and external stakeholders.
• Prepare and maintain detailed project plans, status reports, and issues logs.
• Translate complex customer business requirements into internal technical language.
• Coordinate and influence internal and external resources to ensure delivery on commitments.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic

Qualifications

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
• Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Advanced experience with Excel, ability to create pivot tables
• Excellent verbal, written, presentation and interpersonal skills
• Strong collaboration skills
• Self starter and organized
• Strong leadership skills within a matrix management environment
• Demonstrated technical aptitude
• Able to set priorities, influence others, and manage expectations.
• Strong oral and written communications skills
• Ability to adapt to change and design and execute alternatives

Preferred

Qualifications

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Requires a minimum of 12+ year’s progressively responsible experience in a customer support role in financial services, payment card, and software or information services.
• Proven abilities in negotiating with and influencing clients and staff at all levels as well as the ability to successfully manage competing priorities while serving as a positive influence across the organization.
• Excellent time management, organization, and planning skills are essential.
• Ability to comprehend and translate complex technical issues and apply business solutions.
• Demonstrate success in client relationship management.
• Demonstrated understanding of the payment and data processing industries including industry trends and high-level business drivers
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Strong project management skills
• Demonstrated ability to articulate complex technical terms or processes into business language.
• Experience with digital payments

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 124,900 to 191,700 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.