Senior Director - NA Service Experience

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

The Senior Director is responsible for leading a team or teams of subject matter experts to deliver client and CS readiness support and deployment of Visa’s New products and Services for clients in the NA region. Clients include issuing and acquiring financial institutions, third party processors and strategic partners. This role provides functional and technical leadership for all client readiness activities, including the cross functional delivery of systems and services for these products and associated initiatives. This role requires close collaboration with all Visa functions including Client Services, Product, Technology and Sales as well as clients.

JOB DESCRIPTION AND RESPONSIBILITIES

The Senior Director of Service Experience has responsibility for Client and Client Services functional readiness for launches of new and enhanced Core and Infrastructure products via Business Releases or as stand-alone initiatives. This lead position collaborates with Product, Technology, Client Services, Sales and our external Clients to develop a robust readiness plan to support the design, development and delivery of Visa’s Enterprise, Core and Regional product and services. This team is also responsible for establishing consistent and scalable implementation approaches to help accelerate the deployment of Visa products and services with continued client support for optimization of key products and services once commercially launched and will work closely with our stakeholder teams to establish best practices.

This role is responsible for building a cohesive high performing team by providing leadership, setting strategic direction and applying working knowledge of Visa and Visa products, systems and procedures. This is a people manager role and a direct report to the Vice President of NA Service Experience.

• Highly effective collaborator working across Global and Regional teams
• Lead the Core products Readiness team with responsibility for implementation of new Visa initiatives such as Visa Token use cases, Risk products, APIs, New Payment Flows, Visa Acceptance Solutions, digital issuance
• Own overall strategy, planning, directing and oversight responsibility of multiple projects, products, services or functions typically requiring the utilization or management of resources across multiple departments or functional areas
• Provide functional and technical leadership for all Client beta and pilot implementations of new Visa products and services driving cross-functional delivery of systems and services to Clients.  Define and deploy client implementation strategies that preserve Visa and client expertise while delivering effective, efficient consultative support and project management that aligns to NA, Product, Technology, Client and Client Services business goals and objectives
• Actively engage with Product, Technology and CS teams to ensure all client projects are successfully executed and business goals are supported in a cost effective, timely manner with a resulting high level of client satisfaction.
• Partner with Product at the early stages of development activities to represent the needs of the NA CS organization
• Work with Product ensuring we have a single voice internally and externally and can identify and remove any obstacles that may arise during our Product Development process
• Work with Product to maximize the adoption of the product and ensure efficient support for existing and new use cases
• Provide thought leadership and strategic guidance during the project implementation solution development process to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client support.
• Drive change and evolve the project implementation model on how we meet the future business needs of our clients
• Strategic development and refinement of implementation model in working with non-traditional, strategic clients (Fintechs, etc.)
• Influence d