Director Implementation– CNP

  • Highlands Ranch, CO, USA
  • Full-time

Company Description

Position Location: Highlands Ranch, CO or Austin, TX

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

As the Implementation Manager supporting our strategic partners/clients, you will have a primary role in ensuring they are effective resellers of Cybersource’s capabilities and white label services.  You will create training plans, organize their delivery, and constantly assess their effectiveness.  Including, making recommendations to management on refining and enhancing training programs and improving training tools and capabilities.

The Implementation Manager will have primary responsibility for managing clients’/partners’ implementations.  You will coordinate with internal and external Project Managers, Users, Development teams, and support staff to ensure implementations run smoothly and on-time.  You will manage the integrated testing between the partners/clients, Cybersource, VISA, and any supporting 3rd party vendors.  You will work with our partners/clients to adapt our current release management processes to best deliver on the functionality that we are providing them.

The Implementation Manager will work with development teams to ensure all necessary testing environments are created, set-up, and maintained in order to meet all project deliverables.  You will provide critical support during and after the implementations, and you will strengthen the overall relationship with our partners/clients by helping deliver on their expectations in a predictable and reliable manner. 

As Implementation Manager, you will be responsible for managing partner/client certifications.  You will act as the Hub for internal cross-functional teams that, together, are responsible for delivering on our partner/client solutions.  You will work with our internal teams to ensure our partners/clients are receiving the support they require.  And, you will create reporting for management and partners/clients that assesses the effectiveness of our release management, support, testing, and training.

Success in this role requires industry-leading expertise in product delivery, training, testing, managing of complex implementations, and delivering excellent support.  You will need strong oral and written communication abilities, a high level of attention to detail, and strong relationship management skills.  Occasional travel to client locations may be required.


Basic Qualification

  • 10 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

  • 12-15 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

    • Quantitative-focused bachelor’s degree in Business, or Computer Science or similar bachelor’s degree

    • 5+ years payment industry domain expertise

    • 5+ years managing cross functional teams that delivered on system requirements, design, development, implementations, testing, training, and support

    • 4+ years of experience in product management, ideally using multiple software development methodologies

    • 5+ years of experience working with clients, developing trust, and relationships that were leveraged to implement successful programs

    • 5+ years providing direct customer support

  • Experience in directly managing 5+ complex system implementations, preferably financial systems

  • Deep understanding and experience in SDLC processes and tools, preferably JIRA, Rally, & Wikis

  • Extensive experience with software development testing, issues identification, and resolution

  • Experience with developing and delivering training programs

  • Ability to manage multiple work streams simultaneously

  • Ability to manage customer expectations and able to negotiate and influence internal and external stakeholders at all levels

  • Experience with developing and reporting on metrics that measured success

Additional Information

Essential Functions

  • Implementations – Work with our partners/clients to implement our Cybersource capabilities and white label services.

  • Testing – Manage integrated testing by ensuring that all features that are being delivered have been properly tested, all parties are lined-up to test, test scripts have been shared and evaluated, acceptance criteria is known and agreed upon, and actual testing is actively managed and issues are resolved.  Work with development on testing environments to ensure they have been created, set-up, configured, and managed to meet the needs of the business.

  • Support – Ensure issues are resolved, both during implementations and as daily B.A.U.  You will not manage the support team, but you will be responsible for making sure our partners/clients are having their issues resolved in an effective and timely fashion.

  • Training – Ensure our Partners/Clients have the proper training programs in-place to be effective resellers of our capabilities and white label services.  This includes creating and organizing training plans and programs.  Constantly evaluating training effectiveness and making recommendations to improve the process, and the tools and capabilities.

  • Release Management – Work with our partners/clients to adapt our release management practices to most effectively deliver on the functionality we provide.  Use your expertise to make recommendations for improvement and manage any changes that are needed.

  • Reporting – Measure and track the effectiveness of our implementations, testing, support, training, and release management.  Present these finding to management and to our partners/clients.  Make recommendations for improvements and execute on those recommendations.

  • Other – Manage partner/client certification

  • Other – Act as the internal Hub for cross-functional teams to share information and work together to deliver on partner/client expectations.


Travel Requirements

This position requires the incumbent to travel for work 25% of the time.


Mental/Physical Requirements

This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.


EEO Statement

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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