Director, Enterprise Technical Support

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 Director – Enterprise Technical Support will report directly to the Sr. Director, Enterprise Support LAC and should be considered a go-to resource for Enterprise CS within region. This role has technical lead responsibilities. This is a technical management position, not sales management.

This Director will be an integral part of our growing Latin America Support Team. This person will lead the team responsible for the design, implementation and configuration of CyberSource solutions to merchants and acquirers in LAC (Latin America and the Caribbean). The focus will be in clients based in Mexico.

This position will have responsibility to cover enterprise clients and will include interacting directly with new & existing customers, business & technology partners and multi-functional Visa & CyberSource internal stakeholders.

Main Responsibilities

• Leadership of the Mexico Client Service Business unit for CyberSource, comprising technical account managers and partner enablement managers, delivering end to end support for CyberSource clients and strategic partners.
• Management and mentoring direct reports, with responsibility for delivering an exemplary standard of leadership and motivation through the client service teams. You will be accountable to the very highest standards of ethics along with business and service efficacy.
• Strategic planning for support infrastructure and staff deployment over the market, and presentation of the same into multiple leadership forums to foster consensus for strategy and budgets.
• Ownership of SLAs with the client bases and crossover service to regional accounts.
• Ownership of a Customer Satisfaction target rolling up to the global number measured and reported on publicly by external agencies.
• Final resource in region for all service-related escalations. This role will own numerous C level relationships with top tier strategic clients for whom you will provide strategic level sponsorship within our business.
• Reporting obligations to key internal clients including the respective Heads of Mexico CyberSource Sales, and appropriate CyberSource senior leadership teams.
• Responsible for defining, managing and implementing strategic support projects including requirements gathering, prioritization within the organization, cross-functional execution, and innovative solution development.
• Communicate and evangelize changes to executive management and cross functional teams.
• Deliver award winning client satisfaction.
• Improve support efficiency by defining and implementing process improvements.
• Day to day tactical leadership of technical support in line with CyberSource/Visa objectives.
• Develop talent within the Mexico team to provide world-class, differentiated service, best in class work environment for technical support.
• Ensure timely and effective resolution of merchant issues, collaborating with other functional groups as needed, and consistent with technical support metrics.

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

•8+ years’ experience in a technical or consulting role, including prior experience with a complex enterprise environment in an electronic payment environment
•8+ years’ experience in technical and customer support
•4+ years’ experience in managing people and resources across a matrix organization
•4+ years’ experience of regularly giving presentations to customers and including C-Level stakeholders
•Bachelor’s degree in Computer Science, Information Technology or related discipline is required. Master’s degree is preferred
•Strong knowledge of payment and/or risk managemen