Director, Call Center Strategy

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.

Visa Commercial Solutions is a world-class organization responsible for growing all flows between businesses and governments, from SMBs to the largest global corporations.  The B2B Acceptance team has the responsibility for defining and executing the global B2B product vision for Visa's commercial merchant solutions.  With 20T in untapped card-able spend, Visa is positioning itself to capture more than its fair share of this opportunity by focusing on improving the value proposition of card payments for B2B merchants.  This includes developing services and capabilities that reduces friction in the payment process while offering an economic model where cost is commensurate with the value.

We are responsible for the commercialization of new and enhanced products and services, research and thought leadership, and product engagement with our issuing & acquiring partners.  The team serves financial institutions, processors, Fintech partnerships, and their downstream clients.  We work collaboratively with Visa’s Merchant Services Accounts, B2B Partnerships and Commercial Sales organizations around the globe.

The Director, Call Center Strategy is responsible for growing Visa’s largest supplier outreach channel for B2B payments, managing our call center vendor to drive incremental growth, process efficiency and innovation. This role will help drive global adoption of the supplier enablement outbound calling service, of products and services, and partner with our Director, Go To Market Strategy, to support growth of Commercial Card payments by expanding our outbound calling channel to new markets. This an exciting new position, allowing the new Director of Call Center strategy to help build a vision for how our services will evolve globally to meet client needs and drive adoption.

This role requires strong experience leading a call center team that meets and exceeds sales goals, specifically for commercial card payments, or B2B payment products. The ideal candidate will have experience leading a sales or inside sales organization, preferably working with a third party vendor. The position will be focused on helping improve our campaign results in our core North America market, re-establishing best practices and behaviors to drive the best results, and then will pay a crucial role in leading our global expansion into new markets. This will require a keen sense of call center best practices, familiarity with buyer and supplier dynamics which impact enablement results and a growth mindset as we expand.  Diplomacy to manage collaborative relationships and expectations, while ensuring a strong global approach and alignment, is critical to succeeding in this role.  In addition to sales and call center management experience, this role requires deep expertise in commercial payments, Accounts Payable & Accounts Receivable practices.

Essential Functions

• The role of Director, Call Center Strategy will play a pivotal role in transforming Visa’s Supplier Enablement call center into a profit center that exceeds our issuing partners expectations in supplier enablement campaign results.
• Establish KPIs and metrics for Visa’s Supplier Enablement campaigns, where we partner with issuers to target merchants for Commercial Card products, selling acceptance on behalf of corporates looking to grow their Commercial Card programs.
• Oversee the relationship with our vendor responsible for conducting the outreach to suppliers to enable them for virtual card payments.
• Create attainable, aggressive targets for each commercial card campaign conducted by our call center partner, including global expansion into new markets unfamiliar with Supplier Enablement practices.
• Drive process efficiency, results improvement and innovation with our partner, focused on leveraging Artificial Intelligence to streamline the outreach efforts and improve results.
• Work with the Director of Supplier Enablement Strategy to execute on supplier enablement campaigns that exceed the expectations of our global issuer partners.
• Support growth of our Supplier Enablement Services suite by presenting our campaign results, best practices and innovations to our expanding client base.

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
• Minimum of 12 years experience leading sales or inside sales teams in a call center environment.
• Direct experience in commercial B2B payments space, preferably at a commercial bank.
• Proven track record of managing a third party vendor relationship strongly preferred.
• History of meeting or exceeding sales goals is required, as this position with require an ability to determine sales goals, underlying metrics or KPIs and then exceed them.

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 166,600.00 to 241,800.00 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.