Vice President, Global Operations – Consumer Products Operations

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable, and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network, and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators, and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

Principle Responsibilities/Key Results Areas:

Reporting directly to the Senior Vice President of Global Operations, the Vice President of Payment Products Operations will play a critical role in 24/7 operations for key areas of our Payment Products division, overseeing Level-1 operations of key consumer payment applications and services. This role involves coordination across multiple global data centers and processing environments.

As a key strategic leader, you'll steer technology strategies and cultivate executive partnerships across product development, client services, and with our principal clients. Leading a global team of about 100 professionals, you'll drive top-tier level-1 operational support for key Visa services. Your technical expertise will lead the operational excellence for our global infrastructure and service portfolio, including real-time authorizations, tokenization and surrounding key services and deliver high uptime availability and customer-centric service to Visa's clients.

The ideal candidate will be a thought leader, spearheading the transformation of Visa's operations towards next-gen capabilities, with a focus on innovations in Automation, AIOps, and Generative AI. They will also offer timely and critical support for production incidents and enhance metrics such as Mean-Time-To-Detect, Mean-Time-To-Mitigate, First-Call-Resolution, and Time-To-Escalate etc.

This vital role holds accountability for delivering exceptional uptime and customer-centric service to Visa's clients. The ideal candidate will be an industry thought leader, pioneering the transformation of Visa's operations towards future-ready capabilities.

You'll have responsibility and accountability across areas, including:

• Spearhead a global strategy and guide the execution of vital 24/7/365 Level-1 operations for the key domains of Payment Products business pillar. This includes managing key payment products applications and services across multiple datacenters and processing environments worldwide.
• Direct and manage a globally dispersed team of approximately 100 professionals, ensuring they provide top-tier operational support for key services in the Payment Products domain.
• Champion the adoption of automation, AIOps, Generative AI, and next-generation tools to enhance efficiency, productivity, and precise operations.
• Cultivate positive and fruitful relationships with key Visa clients and client services partners through customer success initiatives.
• Collaborate with Visa's Technology, Client Services, Business, Operations & Infrastructure teams to operationalize AIOps, next-generation Level-1 support, and client/customer support via phone, email, and ticket channels.
• Provide best in class first-level support for production incidents and improve Mean-Time-To-Detect (MTTD) and Mean-Time-To-Mitigate (MTTM), First-Call-Resolution (FCR), Time-To-Escalate (TTE) through monitoring, functional analytics, and incident management.
• Set the vision and execution strategy required to transform mission-critical 24/7/365 Level-1 operations with forward-looking technology advancement and adoption.
• Act as a liaison between various organizational entities (Product, Cybersecurity, Operations & Infrastructure, and Client Services), building collaborative relationships with senior leaders of these organizations.
• Lead, motivate, build, and develop an exceptional team by recruiting, selecting, orienting, and training e