Product Manager, DPS - IVR/Contact Center

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

We are seeking a dedicated, innovative product leader to own Visa's IVR and omnichannel strategy for DPS products (Risk, Debit, Credit, Disputes, and more). As the product manager for the IVR and omnichannel strategy, you will serve as the functional expert for cardholder voice experiences in on-premises and cloud IVR environment, defining business requirements, optimizing call routing, and connecting voice with SMS, live chat, email, and live-agent channels. You will engage across the product lifecycle, strategy, prioritization, delivery, and measurement, with a proactive, learning mindset and the ability to work independently and collaboratively.

This role reports to the Director, Contact Center Product Management and focuses on optimizing cardholder experiences and ensuring efficient call routing across our IVR environment, measured by KPIs such as containment rate, AHT, FCR, CSAT and NPS, and transfer rate.

In addition to IVR and omnichannel strategy, this role drives the integration and optimization of mobile and web SDKs to enhance cardholder and client experiences. You will collaborate with engineering and UX to define requirements for SDK-based solutions, ensuring seamless connectivity between voice, digital, and self-service channels, including evaluating SDK capabilities, supporting API integrations, and championing digital-first strategies across Visa's product suite.

Preferred locations: Denver, CO. This is a hybrid role requiring regular in-office work.

Responsibilities:

Craft precise business requirements and acceptance criteria for product development and enhancements, grounded in customer insights and compliance needs. Develop and maintain the IVR product roadmap aligned to business outcomes, prioritize features using data and clear trade-off frameworks. Become a subject-matter expert on Visa's IVR platforms (on-prem and cloud), call flows, CTI and SIP, call steering, DTMF, ASR, NLU, NLP, and agent routing strategies. Stay current on IVR and CCaaS solutions, market trends, and user requirements to guide investment decisions and competitive positioning. Analyze market research and partner cross-functionally (Risk, Disputes, Operations, Engineering, UX, Analytics) to define cohesive product strategy. Manage IVR reporting, analytics, and billing, collaborate with operations to reconcile usage, costs, SLAs, and vendor performance.

Product Management and Business Leadership:

Develop business cases and ROI models, identify target segments and define success metrics (e.g., containment, deflection, AHT, CSAT and NPS). Monitor competitor capabilities to inform differentiation and roadmap prioritization. Build strong relationships across internal teams and with IVR and CCaaS vendors, influence decisions without direct authority. Refine client requirements, prioritize key functionalities, and support prototype and experiment design to validate value. Establish processes to measure pilot outcomes and iterate quickly, convert learnings into scalable releases. Support Agile delivery for the voice platform: write epics and stories, manage backlog, drive grooming, and lead UAT and release readiness. Collaborate with sales and marketing on launch plans, product messaging, enablement materials, and training for client-facing teams. Assist in preparing and maintaining short- and long-term product roadmaps, with transparent timelines and dependencies.

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

Visa will accept applications for this role until at least November 30, 2025.

Sponsorship - we are not offering sponsorship for this role (including but not limited to OPT, CPT, H1B, EAD)

Qualifications

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) o