Director, Service Experience

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

• Define the end-to-end service experience for a client, and develop necessary documentation to educate Client Services and ensure they have the necessary artifacts to execute the strategy with clients 
• Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency, scalability, and consistency 
• Globally lead products initiatives that may impact clients from a business operations perspective including changes to current products, implementations of new products, and the business and digital release cycle 
• Lead and engage with Product to influence design, development, implementation, client engagement and support process with regional feedback and a client lens 
• Develop strong partnerships with Global Product, Regional Client Services, and Technology teams to be recognized as a key contributor to their success 
• Become subject matter expert in Visa Direct Solutions including knowledge of the ISO message and APIs, implementation guides, client integration options, deployment, and post-production support  
• Engage in the development and execution of Product KPIs, ensuring regional alignment 
• Identify/prioritize key product needs, dependencies with regions, define success measures and track status with product 
• Use technical expertise blended with business acumen to solve complex problems independently by analyzing transaction level detail, ISO & API field data, and leveraging Visa tools. 
• Engage regularly with regional Client Services peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions, and maintain a continuous feedback loop to provide timely feedback to Product 
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization 
• Responsible for own workflow assignments, and to take initiative to resolve problems and meet deadlines under limited supervision 
• Additionally, this role requires independent leadership responsibilities such as: 
• Continuously communicates with others within and outside of Service Experience to influence the needed direction regardless of position level 
• Represent Client Services to lead multi-year strategic initiatives that require additional expertise and insight to actively engage with to help design product strategy 
• Work across business lines to ensure awareness, ascertain feedback and jointly negotiate lead role for product initiatives that combine multiple products 

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
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and well-organized
• manner
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities.
• Ability to work in the “grey area” where answers may not be known but need to be developed
• Excellent verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholdersOrganized self-starter, result oriented, and a passion for scaling new products
• Expert knowledge of standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Able to set priorities, influence others, and manage expectations

Additional Information

Work Hours: Varies upon the needs of the de