Director, Client Resolution NA (Processing 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.

Director, Client Resolution – NA is responsible for leading an NA Client Resolution team supporting Visa clients.  This role will be accountable for critical servicing metrics such as client satisfaction (as measured by NPS), case duration, first contact resolution, and others.  In addition, this role is the primary point of contact for escalations and will be responsible for managing a servicing team that leads to minimal escalations.

The Client Resolution team is made up of dedicated experts who have proficiency in Visa products and services.  Team members are expected to have expertise in common and unique client issues and inquiries.  They will also have a high degree of familiarity with the clients’ preferences.  As the leader of this team, the Director, Client Resolution – NA is accountable for the end-to-end issue resolution servicing of Visa clients.

Key areas of accountability include:

• Driving the highest level of client satisfaction across issue resolution as measured by Client Satisfaction scores and NPS
• Creating connectivity across the Visa ecosystem of internal and external partners in order to drive complete resolution of issues with rapid response times
• Fostering a client-first culture, driving policies and ensuring proper access to empower team members to deliver exceptional experiences with every interaction
• Continuous evolution of serving to stay current with client trends and industry standards
• The Director will collaborate regularly with senior regional leaders and product heads to ensure close alignment with client expectations. 
• They may take on additional responsibilities related to servicing Visa’s top clients as required and will report to the VP Client Resolution, Client Care.

Key Responsibilities:

• Lead and inspire the Client Resolution team, ensuring members have the necessary information, tools, and resources to deliver exceptional service to high-value clients.
• Foster a client-first culture, driving policies that empower staff to deliver exceptional experiences with every interaction.
• Build and maintain strong relationships with Senior Management, Product, Sales, CS, and other organizations across the Visa ecosystem.
• Provide subject matter expertise and coaching to team members on technical support inquires related to digital payments, clearing and settlement, and API connections.
• Continually modernize and reimagine the client experience by seeking out cutting-edge solutions, taking an agile approach to implementing technology enhancements and process improvements.
• Partner with a Service Experience/GTM liaison to understand product changes and feature launches sufficiently to assess the impact to Client Resolution and make related process and documentation changes.
• Works directly with Client Success and Technical Solutions leadership to identify knowledge opportunities within team and drive increased expertise and technical ability within Client Resolution.
• Acts a as subject matter expert for Processor knowledge and configuration of clients
• Provide thought leadership and strategic guidance to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client support.
• Develop and manage strategic plans, operational initiatives, special projects, and client-driven continuous improvement efforts.
• Stay current with industry and client trends and maintain a strong knowledge of Visa's products and services.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

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

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
• Experience leading technical support or technical account management teams
• Extensive experience building and fostering a client first culture, driving policies targeted at empowering staff to deliver exceptional experiences with each interaction
• Proven track record for successfully leading high-performing teams responsible for delivering exceptional client experiences to complex, strategic, high-value clients
• Bachelor’s Degree (or equivalent experience) in Computer Science, Computer Systems, Information Technology, Networks and Security, Artificial Intelligence, or applicable field
• Expertise in digital payments and experience in web-based technology including HTML, web- based service APIs, JSON, XML, and SSL Mutual Authentication
• Expert understanding of payment ecosystem, e-commerce payments, payment reconciliation, application troubleshooting, website infrastructure, configuration account management, API connection method integration, testing, and debugging code
• Strong background in customer research and analytics techniques (e.g. focus groups, market segmentation), customer strategy, human-centered design, and performance management.
• Highly proficient in performing data-driven analyses (e.g. exploratory, diagnostic, and predictive analysis) to identify changes needed to improve performance and achieve the highest level of operational excellence. Analytical mindset with an ability to question status-quo and generate innovative ideas.
• Demonstrated ability to build and maintain strong business relationships with stakeholders at senior and executive management levels.
• Proven record of accomplishment building high-performing and engaged teams, leading and driving teams to exceed established goals and objectives.
• A proven track record for making sound business decisions, setting direction and managing both short and long-term goals to achieve high quality operational results and customer commitment.
• Expert level knowledge of network protocols, infrastructure, and topologies
• Expert level knowledge of multiple programming/scripting languages (Java, PHP, C#, Node, Python, Ruby, etc.)

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 130,600 to 189,650 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.