Senior Director, Global Service Optimization

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Job Description

Visa Spend Clarity for Enterprise (VSCE) is a powerful and intuitive expense management tool designed for enterprises.  VSCE is one of several offerings in the Visa Commercial Solutions (VCS) product and service portfolio.  VSCE core features include comprehensive reporting, real-time transaction alerts, customizable controls, and integration with leading accounting systems.

VSCE is an important component of the VCS product portfolio, it has been launched in every Visa Region and has been deployed by 110+ issuing clients to provide key expense management capabilities to 400K+ corporates and 5M+ individual users around the world.

Like other VCS solutions, VSCE is supported by a robust operational service model that enables the delivery of onboarding, implementation, support and optimization services to Visa clients.  This global framework is designed to offer Visa clients a globally consistent and optimized experience at every service stage.  The Global Service Experience team in Client Services (CS) is responsible for developing, maintaining and optimizing Visa’s global service model for VSCE and other VCS products.

The Sr. Director, VSCE Global Service Optimization is responsible for optimizing delivery of the global VCS and VSCE service model by working with leaders and other stakeholders to drive process improvements and optimization across functional teams (CS, O&I, Customer Fulfilment, Data Services) that improve global VSCE and VCS performance, platform availability and ongoing stability.

The Sr. Director will support delivery of product service standards and readiness, coordinating with key stakeholders on client delivery plans and escalation response.  This role provides leadership of global CS activities and supports the cross-functional delivery of systems and services for VSCE and associated initiatives.

The Sr. Director of Global service optimization also has responsibility for coordinating internal teams to ensure Visa and client readiness for introduction of new or enhanced global capabilities within VSCE and other VCS solutions.  The Sr. Director also provides global connectivity across regional team members and serves as a key partner to other global product and technology leaders.  Critical activities include:

• Monitor client satisfaction proactively across regions
• Analyze trends in global case data and platform health
• Provide voice of the customer to cross-functional teams from a CS perspective
• Drive engagement with stakeholders to improve platform performance, support and delivery of the global service model

This role reports into the CS organization with a dual line into the VP of Product for VSCE.

The Sr. Director of Global service optimization must lead with a highly collaborative style and ensure the voice of the customer is paramount.  They will have a strong working knowledge of the multiple touchpoints within Visa’s product and infrastructure services to influence stakeholders and demonstrate strong knowledge of the VSCE operational environment.

Responsibilities:

• Partner with senior Product and Technology leaders to drive service improvements, understand voice of the customer, and enable the CS organization to successfully support VCS product roadmap, including VSCE
• Apply a data-driven and continuous improvement approach to monitor client satisfaction, trends in support cases and projects, SLA performance.  Understand trends across regions to create a global view and advise partners
• Support regional and Product teams in delivering client engagement on VCS product plans and operations
• Develop processes and strategies that minimize or mitigate client escalations
• Collaborate effectively across Global and Regional teams and on a cross-functional delivery model
• Apply considerable CS knowledge, with a background that demonstrates ability to continuously improve implementation processes, tool requirements and support requirements for SaaS based products. 
• Work across Client Services to coordinate the deployment of product or process improvements and other initiatives
• Lead internal process re-engineering initiatives that can be adopted by the various stakeholders to improve product adop