Vice President, Service Operations & AI Management

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

The VP, Service Operations & AI Management is responsible for leading the daily performance of a global, multi‑channel Client Care organization while overseeing the scaled operational use of AI across service delivery. This leader manages a hybrid workforce of human frontline teams and AI agents, ensuring safe, compliant, and value‑yielding use of automation and machine intelligence.

While accountable for service levels, efficiency, quality, and frontline leadership, this position must also operate as a digital workforce orchestrator, responsible for optimizing AI behavior, tuning digital workflows, and ensuring the service environment is designed for a highly automated future.

This role represents the next generation of operations leadership—where digital labor, AI governance, and human expertise converge to define the service experience of the future.

The role will report to the SVP of Client Care.

Key Responsibilities

1. Operational Leadership

• Deliver daily service performance across all channels, ensuring SLAs, quality, and customer experience targets are met.
• Oversee frontline leadership, coaching routines, staffing execution, adherence, and vendor performance.
• Lead intraday management, quality execution, and operational efficiency programs.
• Manage complex global operations across multiple sites and time zones.

2. AI Operations & Governance

• Serve as the operational owner for AI within Client Care, ensuring responsible, safe, and compliant use of AI in service delivery.
• Lead and enable adoption of AI-assist tools for all Client Care teams.
• Monitor, measure, and optimize AI performance (accuracy, containment, intent recognition, assist adoption).
• Identify operational risks and ensure AI agents adhere to guardrails, privacy standards, escalation paths, and human‑in‑the‑loop processes.
• Partner with Strategy & Planning to refine AI standards, model requirements, and governance frameworks.
• Oversee AI workforce health, including training cycles, prompt tuning, behavior audits, exception handling, and bias detection.

3. Change Delivery

• Translate the enterprise roadmap into executable operational work, ensuring new policies, journeys, tools, and AI solutions are embedded seamlessly into frontline environments.
• Identify execution risks, resource requirements, and change dependencies early.
• Share insights that inform experience design, prioritization, and product roadmaps.

4. Digital Workforce & Capacity Management

• Integrate AI agents into Workforce Management (WFM), forecasting, routing, and staffing models as part of a blended human + digital labor strategy.
• Manage digital agent quality, workload balancing, escalation logic, and reliability.
• Establish digital agent KPIs (e.g., accuracy, containment, compliance, efficiency) equivalent to human performance KPIs.

5. People Leadership

• Lead and grow a global operations team capable of executing in a highly automated environment.
• Build new leadership capabilities including AI fluency, digital operations readiness, and continuous improvement disciplines.
• Foster a culture of customer obsession, innovation, data-driven decision making, and operational excellence.

Key Competencies

• Digital & AI Fluency: Understands AI agents, automation frameworks, model behavior, and digital service ecosystems.
• Enterprise Thinking: Designs operations with long-term scalability, risk management, and cross-functional alignment.
• Customer Experience Leadership: Uses insights, journey thinking, and experience design to elevate satisfaction and reduce effort.

• Advanced Operational Excellence: Deep knowledge of WFM, quality, performance management, and root-cause analysis.
• AI Operational Governance: Skilled in monitoring, tuning, auditing, and governing AI systems in production.
• Data‑Driven Management:<