Sr. Director, On Demand Services Product Management

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

Client Services provides a world class service experience to Visa’s clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and service optimization. The OnDemand Services organization in Client Services is responsible for developing and executing the strategy of how Visa delivers digital services that elevate the client experience, making engagement with Visa simple, intuitive, and rewarding. Our team works with functional leaders in Client Services, Product and Technology to coordinate enhancements and to define the end-to-end OnDemand experience across Visa’s client facing portals. This includes integrating legacy functionality into a modern technology stack and creating a seamless user experience for clients and/or internal Visa users.

The Senior Director, OnDemand Services Product Management is responsible for development and delivery of client Onboarding, Implementation and Testing technology solutions. S(he) will lead a small team of product managers that translate solution concepts into product requirements and manage the technical project lifecycle from inception to delivery. The Senior Director will partner with OnDemand Product Management, CX Design and Technology teams to bring new self-service experiences to life through Visa portals. S(he) will partner with the Vice President, OnDemand Services on defining long-term vision and strategy for onboarding services, with clear prioritization of workflow automation and front-end development efforts.

We are looking for an experienced Product leader who champions a customer-first digital native mindset and is passionate about developing end-to-end digital service experiences, leveraging new AI technologies. 

Key Responsibilities

• Develop and execute strategy for client onboarding/licensing, implementation and testing services, in partnership with Client Services and Product SMEs
• Manage Onboarding services roadmap including backlog of features and capabilities 
• Build business case analysis to inform and prioritize technology investment asks for digital onboarding services 
• Work closely with CX Design experts to translate business requirements into user experiences that drive consistent use of Visa’s Design System
• Partner with Technology team to define technical flows and specs, evaluate architectural choices, etc. and execute the technology build
• Define success metrics for products and track performance post-launch to inform future product development and enhancements
• Communicate effectively with stakeholders at all levels of the organization, sharing Onboarding services strategy, overall roadmap and status of development 
• Develop materials that document product features, capabilities, etc. to educate internal and external stakeholders
• Lead by example, setting development and performance goals for the team. Create a team culture that embraces innovation, collaboration, and a growth mindset.

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

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
• A minimum of 8 years of experience leading Product Management preferably in the Banking, Payments or FinTech industries
• Domain specific knowledge of SaaS product management. Engineering background is preferred but not required
• Demonstrated thought leadership and the aptitude for thinking innovatively and creatively to deliver tangible client value and business impa