Director, 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.

The Client Services team provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services and initiatives into the market.

Within Client Services, the role of the Service Experience team is to take ownership of a product team’s vision and deliver with excellence for our clients on behalf of Visa. This team acts as the liaison between Product, Technology and Client Services to engage early and provide input during the design and development stages, including building out implementation and support requirements, and partnering cross-functionally to identify and communicate platform and product roadmap impacts to the client facing support teams to enable our clients’ success.

What a Director, Service Experience does at Visa:

This Director role will focus on a mix of digital platform products including Visa Token Service (VTS). The role holder has the unique and exciting opportunity to engage with Global Product and Regional Client Services to lead global readiness efforts to deploy new products and enhancements to existing services.  This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic digital payments ecosystem. This is a senior individual contributor role reporting into Senior Director, New Service Experience: VAS & Consumer Payments, Global Client Services.

Essential Functions

• Define the end-to-end service experience for a client, and develop necessary documentation to educate Client Services and ensure they have the necessary artifacts to educate and execute the strategy with clients
• Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency, scalability, and consistency
• Globally lead products initiatives that may impact clients from a business operations perspective including changes to current products, implementations of new products, and the business and digital release cycle
• Lead and engage with Product to influence design, development, implementation, client engagement and support process with regional feedback and a client lens
• Develop strong partnerships with Global Product, Regional Client Services, and Technology teams to be recognized as a key contributor to their success
• Become Consumer Payments and Value-added Services products (focus on Visa Token Service) subject matter expert in Client Services including knowledge of the APIs, implementation guides, client integration options, deployment, and post-production support
• Engage in the development and execution of Product KPIs, ensuring regional alignment
• Identify/prioritize key product needs, dependencies with regions, define success measures and track status with product
• Use technical expertise blended with business acumen to solve complex problems independently by analyzing transaction level detail, API field data, and leveraging Visa tools.
• Engage regularly with regional Client Services peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions, and maintain a continuous feedback loop to provide timely feedback to Product
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
• Responsible for own workflow assignments, and to take initiative to resolve problems and meet deadlines under limited supervision
• Additionally, this role requires independent leadership responsibilities such as:
  • Continuously communicates with others within and outside of Service Experience to influence the needed direction regardless of position level
  • Represent Client Services to lead multi-year strategic initiatives that require additional expertise and insight to actively engage with to help design product strategy
  • Work across business lines to ensure awareness, ascertain feedback and jointly negotiate lead role for product initiatives that combine multiple products

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.

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
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and well-organized manner
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities. Ability to work in the grey area where answers may not be known but need to be developed
• Excellent verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders
• Organized self-starter, result oriented, and a passion for scaling new products
• Expert knowledge of standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Able to set priorities, influence others, and manage expectations
• Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment
• Demonstrated understanding of digital payments and web-based technology including HTML, web-based service APIs, JSON, XML
• Working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
• Exhibit advanced planning, organizational and problem-solving skills
• Demonstrated strong leadership capabilities with ability to work in a complex organization to define business and customer needs, providing the best solution to meet those needs and achieve joint success

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 137,300.00 to 199,050.00 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.