About Visa:

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks.

We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Client Support Services (CSS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS,  CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Job Scope

The Client Support Services, Visa Digital Solutions team is tasked with supporting clients using Visa Digital products and services including, but not limited to, Visa Checkout, Visa Token Service and Visa Loyalty and Offers platforms.  As Director, Visa Digital Solutions in Latin America and Caribbean, you will be responsible for providing integration and post-launch support to Visa Digital Solutions merchants, developers, and partners across the Global Enterprise, Mid-Market, and Small Business channels.  You and your team will be responsible for providing technical support of a client through the integration of the Visa Digital products and offer post launch escalation technical support to all live merchants and partners.  You will be expected to handle escalated support requests, working with other teams inside and outside the Client Support Services organization.  We are looking to this Director to work closely with the Vice President, Visa Checkout Merchant Support to help build, lead, strategize, and grow the Visa Checkout Merchant Support team in the LAC region.

Main Job Tasks and Responsibilities

• Determine staffing requirements based on installed merchant/partner base, projected customer adds, and forecasted addition of product enhancements
• Recruit, hire and train new staff members to quickly and effectively bring them up to speed and help contribute to the team and organization
• Supervise and mentor direct reports on a daily basis by working as an escalation point on complex customer issues, providing guidance on possible strategies to take, and staying in tune with the active projects within the team
• Set employee goals and objectives to help grow the team and organization while also helping the employee achieve individual career goals
• Develop team to maximize potential by staying in tune with the strategy of the company and pushing the limits of the team to ensure they are helping to grow the business. 
• Monitor individual performance through monthly 1 on 1’s, tracking goals, and conducting annual performance reviews
• Deliver direct, concise, and constructive feedback to employees with confidence
• Delegate specific work duties to the team to give them a vested interest in tasks outside of their own account assignments and ensure they are proactively working together as a team
• Be flexible enough to shift your strategy when needed.
• Plan and implement policies and practices to maximize operating efficiency
• Review performance metrics to monitor and measure productivity and goal progress
• Help drive the adoption and expand usage of Visa Digital Solutions in the Latin America and Caribbean region
• Present product demonstrations and act as subject matter expert on Visa Digital Products
• Act as primary technical point of contact for merchants and partners  addressing any technical challenges or issues they may have
• Work cross-functionally to drive support processes internally within the region
• Maintain global alignment between LAC region and rest of world
• Act as internal liaison between Visa clients and the Visa cross functional teams to ensure the needs within the region are being met within the products. 
• Provide consultative guidance and best practices with regard to online payment processing and checkout flow
• Perform business analytics and performance monitoring of live merchants and partners
• Educate merchants on how ongoing enhancements of Visa services may benefit their business
• Participate in requirements, design, and roll out of new products and services
• Represent Client Support to other departments in the company including sales, operations, product management, and product development
• Partner with Sales to build relationships with technical and business contacts across the account portfolio
• Client-facing travel (international and domestic), ~20%

 Key Knowledge Domains

• Credit card payments and payment systems
• eCommerce industry
• Web technologies and systems
• Mobile app development

• A minimum of 10 years in-depth technical experience in a technology company or web consulting business such as technical support, software development, or web development is preferred. 
• Brazilian Portuguese language fluency required
• English language fluency mandatory
• Spanish language fluency preferred
• Bachelor's degree required
• Client facing experience
• Candidate must be a self-starter and have a disposition to work independently with a commitment to detail in an organized manner
• Experience working with minimal supervision, managing own time effectively and its direct reports across different countries
• Experience working with e-commerce platforms, shopping cart technologies, and/ or payment service providers (gateways).
• Understanding of mobile payments and architecture, including, NFC, TSMs, OTA, secure elements, contactless payments, online/remote payments, QR Codes, cloud based payments and chip cards (contact and contactless).
• Demonstrated strong leadership capabilities and interpersonal skills
• Executive-level written and verbal communication, and customer interaction skills
• Strong organization skills including resolution management and follow up
• Strong problem solving skills
• Experience with web-based software development technologies: PHP, ASP, .NET, JavaScript, HTML, XML, JSON, REST APIs
• Understanding of Web Security: SSL, HTTPS, Hash algorithms
• Strong SQL skills
• PLEASE PROVIDE A RESUME IN ENGLISH - THANK YOU!!!

All your information will be kept confidential according to EEO guidelines.

“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”