Sr. Director, Technical Solutions

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

The Sr. Director, Technical Solutions will report directly to the Vice President of North America Consumer and VAS Product Service Fulfillment Organization. The team is both strategic and tactical striving to optimize operational and technical solutions to provide effective results of Visa Products for both internal and external stakeholders.

Essential Functions

The Sr. Director, Technical Solutions will be an integral part of NA Client Services and will lead the operational technical support of Visa Consumer and VAS product solutions for North America clients.  This position will have responsibility to support NA clients working directly with clients, business & technology partners and internal stakeholders.

• Lead a team of regional directors and managers to provide end-to-end technical production support for Visa clients and strategic partners, manage and mentor team to uphold Visa’s leadership principles, and ensure the highest standards of ethics, business, and service efficacy.
• Strategic planning for support infrastructure and staff deployment in NA, and presentation of multiple leadership forums to foster consensus for strategy and budgets. Ownership of budget, managing expenses and identifying revenue opportunities for the team.
• Deliver award winning client satisfaction through Net Promoter Scores (NPS) and ownership of SLAs for timely support resolution for client satisfaction.
• Responsible for defining, managing and implementing strategic support plans optimizing case management.
• Communicate and evangelize changes to executive management and cross functional team.
• Provide day to day tactical leadership and point of contact escalation for technical support team.
• Develop talent within the NA team to provide world-class, differentiated service, best in class positive work environment for technical support.
• Ensure timely and effective resolution of client issues, collaborating with other functional groups as needed, and consistent with technical support metrics.
• Lead complex cross-functional client service delivery initiatives and work towards achieving client and key stakeholder satisfaction/acceptance of deliverables.
• Proactively identify operational opportunities and implement recommendations to increase service quality, optimization and efficiency.  
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support. 
• Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and ensure the client perspective is represented within the organization. 
• Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution, advise on OLA performance both internally and externally and develop improvement plans to address chronic client problems. 

This is a remote opportunity, but it is preferred that candidates live close to a US office location.

Qualifications

Basic Qualifications

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD

Preferred Qualifications

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• Serves as point of senior escalation for internal and external stakeholders for multiple product lines and engages in executive level relationship building with signature and high-touch client leadership.
• Identify opportunities to improve organizational processes, leads initiatives and drives changes that result in measurable and sustained improvement in cost, quality, and/or stakeholder experience.
• Successfully translate broad strategies into specific organizational objectives and action plans, aligning efforts with key stakeholders.
• Provide leadership, strategic direction and managem