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.

Global Client Support Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.

Operational senior director role responsible for development of departmental strategy, delivery of operational excellence, adherence to contractual obligations, P&L ownership and management of strategic partnerships. Role provides leadership to managers, and/or professional staff. Role is responsible for developing departmental plans, including, but not limited to, business, production and/or organizational priorities.

Critical senior leadership role will design, build, and lead consumer servicing operations in support of Visa’s product initiatives. Focus on cutting edge payment solutions including ecommerce, virtual wallet, and mobile products.   

Essential Functions

• Design, implement, build and then lead world class, high performing, consumer facing, customer service operations in support of Visa’s Debit Processing and Disputes services, online/ecommerce initiatives and self-service strategy
• Design and build service operations to meet Visa’s consumer facing needs
• Ongoing delivery of world class customer service
• Products may be used globally, multi-regionally, or regionally and support is to be delivered in multiple languages to meet the needs of clients 
• Ensure timely and effective resolution of client issues consistent with client support metrics, collaborating with other functional groups as needed
• Results will be measured in terms of new revenue, client satisfaction, consumer satisfaction, operating margin, unit cost, etc.
• Incumbent will work with product teams in designing the servicing elements of multi-channel products; will work with sales and account management teams in selling Visa’s products and securing contracts; and will lead operations in delivery against service commitments
• Develop and implement industry-leading services (including self-servicing) model strategy with direct impact to the P&L  
• Incumbent will be managing P&L for a line or multiple lines of businesses
• Incumbent will report into the VP of Visa Client Care and will lead a global servicing organization of approximately 100+ team members 
• Position based in Austin, Texas with domestic and international travel required

Basic Qualifications

• 12 years of work experience with a Bachelor’s Degree; 10 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD); or a minimum of 5 years of work experience with a PhD

Preferred Qualifications

• 15-18 years of experience with a Bachelor’s Degree or
• 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD or PhD) MBA preferred
• Strong background in PMP, Agile, or Six Sigma
• Demonstrated track record of developing business strategies based on business objectives and executing programs that deliver measurable business results.
• Experience in the financial markets, technology development and self-service implementation tools of call center technologies.
• Superior knowledge in digital customer care technologies including Social Media, Chat, etc.
• Experience in vendor and BPO contractual negotiations and management including but not limited to RFP, RFI, etc.
• Strong analytical, strategic thinking, negotiation, influencing, conflict resolution, inspirational and inclusive leadership skills. 
• Strong associate development and advocacy track record.
• Experience in organization transformation and change management.
• Experience in metric and reporting development.
• Experience in Product Management.
• Experience in Compliance & Audit review and delivery.
• Advance written and oral communication skills.
• Self-driven and highly motivated.
• Demonstrated teamwork and relationship building skills, leading by influence and example.
• Advanced knowledge of online financial products of call center tools and processes.
• Experience in credit card industry and superior ability in mobile and ecommerce a plus.
• Experience in developing and implementing successful loyalty programs preferred
• Experience in multi-language, regional support and engagement a plus.
• Experience in driving market conversions and/or adoption of new categories and sales and/or trade marketing experience a plus.

Authorization to work in the U.S. is a precondition of employment for this position. Visa will not sponsor applicants for work visas in connection with this position.

Work Hours

• Incumbent must make themselves available during core business hours.

Travel Requirements

• This position requires the incumbent to travel for training or team meetings 10% of the time.

Physical Requirements

This position will be performed in an office or remote-hybrid 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, and reach with hands and arms.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.