Director, Quality of Service

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

Quality of Service (QoS) is a 2030 Critical Path strategic pillar for Visa Direct. The Director, Quality of Service will serve as NAVD’s single accountable leader for defining, governing, and operationalizing end‑to‑end service quality for money movement corridors. This role ensures Visa Direct delivers predictable, resilient, and transparent performance, enabling clients to consistently experience reliability and trust at scale. 

This leader will consolidate fragmented QoS responsibilities across product, network, readiness, operations, and partner teams into a unified function that accelerates corridor commercialization, improves client confidence, and directly contributes to NAVD’s growth and retention goals. 

Key Responsibilities:

• Establish and lead the end‑to‑end QoS function across NAVD, serving as the central intake and accountability point for all QoS initiatives. 
• Own QoS frameworks, standards, and governance—including service definitions, measurement methodologies, and corridor performance criteria. 
• Lead QoS assessments to ensure product and network viability, technical readiness, and compliance with latency, uptime, and resiliency expectations. 
• Partner with strategic initiative projects such as Mission Control to formalize tracking structures, ensure milestone adherence, and drive timely escalations.
• Shape NAVD’s QoS strategy in partnership with Global Product, Network, and Architecture teams. 
• Guide the design and enhancement of product and network capabilities��required to meet corridor‑level service standards. 
• Influence global roadmaps to embed QoS mechanisms such as improved routing, redundancy, error‑handling, and performance optimization. 
• Publish and maintain corridor scorecards with clear latency, success rate, and error rate KPIs. 
• Operationalize alerting, monitoring, and escalation frameworks across regions and internal/external partners. 
• Drive consistent SLA adherence and work with internal operations teams to resolve issues impacting real‑time performance. 
• Lead structured feedback loops with Sellers, Account Managers and Solution leads to identify QoS‑impacting issues and improvement opportunities. 
• Partner with Sales, Solution Consultants, and CSMs to embed QoS insights in client engagements, improving pre‑sale confidence and post‑sale optimization. 
• Manage joint QoS accountability with network and ecosystem partners to maintain reliability, reduce latency, and prevent service disruptions. 
• Drive corridor activation readiness by ensuring QoS requirements are incorporated into solution design, partner onboarding, and testing. 
• Reduce “path to green” timelines through proactive identification of risks, bottlenecks, and remediation pathways. 
• Ensure regional alignment on QoS standards, reporting, and escalation processes. 

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

Qualifications

Basic Qualifications:
10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications:
12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
Minimum 8 years of industry experience in product management, product development, and payments processing with expertise in product and feature launches.
Leadership Experience with agile teams of product and solution managers.
Well versed with money-movement with a special emphasis and subject matter expertise in debit, credit, cross-border money movement and digital products.
Must have good knowledge of RTP, ACH processing, and card schemes with an emphasis on VisaNet and Visa Payments Limited (VPL)processing.
Knowledge of Restful APIs, ISO 8583, ISO 20222 preferred.
Experience with direct interaction with clients in terms of product and/or technical solution engagements.
Ability to handle projects with multiple workstreams, with proven leadership success over a wide variety