Director, Implementations - Visa Dispute Managed Service (VDMS)

Company Description

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

Acceptance Solutions Service Experience Optimization team is responsible for the end to end user journey and support servicing model for clients, Issuers, Acquirers, Processors, Technology Partners, and Merchant who accept and process digital and face to face digital transactions. Acceptance Solutions is one pillar of the Value Added Services global servicing and support team working with clients worldwide to develop and deliver the best service and support model for Visa. This cross function includes day to day operations, product support, back office support, consultative services, and customer performance. 

The Acceptance Solutions Experience Optimization team is the liaison between Client Services and internal teams. The team prioritizes our customers and places them at the heart of our business operations, products, and enhancements. The goal is to offer positive experiences to our customers using common goals and data to drive improvements. 

This role will be focused on the Visa Dispute Managed Service VDMS, providing service delivery oversight and support, including implementations project management for new and existing Visa Dispute Managed VDMS customers converting to the Visa to manage their dispute processing. 

What You will Do, Day to Day.  

• Lead project management onboarding activities for new VDMS clients to ensure client and internal expectations are exceeded.  
• Coordinate directly with clients to understand set up requirements and facilitate new and existing implementation projects with a high degree of excellence. 
• Act as implementation project manager for complex assignments where significant initiative and judgment are required as well as driving regular interaction with client senior management to ensure timelines and deliverables are met at Visa, the client, and their vendors. 
• Operate within the context of established goals and objectives visible to Visa and client’s management. Will maintain primary responsibility for all Visa resources and their ability to meet client commitments. 
• Act as primary liaison between Visa support staff and customers and represent customer system and operational requirements to internal organizations. 
• Develop project plans, identify project team resource requirements, establish project dates, deliverables, and management reports. 
• Track and manage all internal and external issues to resolution while remaining accountable to client senior management for Visa contract commitments. 
• Operate with limited oversight, direction and involvement from management using established guidelines, procedures, and policies. 
• Work independently with a high degree of initiative to manage workflow, resolve problems, and meet deadlines. 
• Apply working knowledge of a variety of systems and procedures to assess business and technical impact of project requirements and communicate these to clients and internal Visa departments while providing business savvy proactive guidance for all parties as to industry best practices. 
• Plan and conduct client meetings and conference calls to ensure topics stay on point and all objectives are met and tracked. 
• Support multiple different project scenarios concurrently, while ensuring clients are treated as their only priority. 
• Direct the efforts of one or more Implementation Managers on more complex projects. 
• Report client project accomplishments and deliverables to management regularly. 
• Coordinate internal Visa resources to ensure delivery on commitments. 
• Create, update, and enhance internal support documents to assist internal and external partners.
• Provide guidance to associates and team. 
• Perform other duties as requested by management. 

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 D