Senior Director, Technical Solutions

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Visa’s Cybersource business is a leading omni-channel commerce platform for merchants, acquirers, and technology partners enabling them to transact securely in both digital and face to face environments. The platform provides payment processing and enhanced fraud management capabilities for all payment types. A single connection to Cybersource can enable a merchant to conduct global business without the merchant having to integrate to local payment providers methods one by one, significantly improving their go to market speed. This works in harmony with Cybersource's Decision Manager, the world's largest fraud detection radar allowing clients to combat fraud effectively.

What a Sr. Director, N. America CyberSource does at Visa

As Sr. Director for N. America CyberSource, you will be responsible for the success of our largest direct merchants and the health of their portfolios to ensure revenue retention and optimal revenue growth.

You will act as the primary technical relationship liaisons for CyberSource’s merchants. You will be responsible for the success of our clients and the health of their portfolios to ensure revenue retention and optimal revenue growth. This position reports to the Vice President of N. America Client Service Delivery Cybersource.

Recognized as a key thought partner to our clients in terms of best-in-class approaches to payments, integration approaches and the Visa authority for all operational aspects of the CyberSource platform within Visa and our Client organizations. Engaging with merchants in North America and across the globe on a daily basis, the function plays a critical role in shaping client interactions, providing informed counsel, identifying opportunities and informing the client, product and technology organizations with feedback and insights. The role provides functional and technical operational support for Clients, driving cross-organizational delivery of services to customers. Defines and deploys client service, business analysis and service implementation strategies to deliver effective, efficient, and consultative support and project management that aligns to Business Development, Client and Client Support Services business goals and objectives. Understand our client’s business, objective and identifies creative solutions to support and optimize client’s performance though the use of Cybersource and Visa products.

Represents the voice of the customer to internal stakeholder organizations through accurate business requirements and ongoing client advocacy. Builds a strong and cohesive team through coaching, setting strategic direction and working knowledge of Visa, merchant and acquiring businesses, technology, and operations.

You must be a highly organized, senior self-starter leader, with the ability to inspire and motivate teams in a dynamic fast paced environment across the region.

The ideal candidate will have a deep background in payments, client servicing and solution delivery.

In this role, you are expected to:

• Provide support, strategic direction, for the N. America Cybersource Clients, your role is to ensure our merchants are able to successfully and optimally manage their portfolios.

• You must be customer centric and build a performance based culture focused on outcomes and key results

• Implement strategies, technologies, programs, and tools focused on delivering best in class experiences and services to merchants, acquirers, and resellers to increase operating efficiencies, driving incremental revenue, and increasing client satisfaction.

• Be accountable for Client satisfaction of Cybersource’s platform, servicing, and support experiences for N. America clients

• Represent the voice of the client across Visa on all matters related to Visa products, ease of use, performance of the product and servicing focused on practices best in class customer experience, and optimal ser