Program Manager, Global Operations Strategy & Initiatives
- Full-time
- Job Family Group: Client Support Services
Company Description
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
General
Motivated self-starter with the ability to work independently while coordinating activities with cross-divisional teams to achieve desired results; effectively prioritize and multi-task under tight deadlines
Ability to successfully engage in multiple initiatives and complex situations simultaneously
Visa subject matter and/or payments expertise
Strong organizational skills, as well as the ability to adapt quickly to changing priorities, assignments, and roles
Excellent analytical, communication, written, presentation, interpersonal, and time management with the ability to interact professionally with a diverse groups of executives, managers, and subject matter experts
Ability to use critical thinking and superior analytical techniques to identify business needs and determine creative solutions to business problems
Expertise in requirements development methodology, application development, and project management methods
Management consulting experience with a large professional services firm a plus, and/or employment with a Fortune 100 company, or equivalent Visa experience
Experience using standard MS Office tools (e.g., Teams, MS Project, PowerPoint, Word, Visio, Excel, SharePoint, etc.)
Knowledge of CRM, Telephony, Chat, and the Payments industry is preferred, with high preference for Microsoft Dynamics, Genesys
Understanding of Genesys IWS, Chat, Telephony, IVR and associated routing, queue functionality and reporting
Understanding and a willingness to learn Artificial Intelligence related to Bot functionality
Experience with Knowledge Management systems and methodologies and KM governance
Understanding and a willingness to learn Artificial Intelligence and Machine Learning related to Knowledge Management Associate and Client Search technologies (Coveo) and case deflection
Knowledge of Survey technologies and key performance metrics to be used to monitor and effect change
Become Subject Matter Expert and take on Program Level Ownership and coordination to support technology growth for a Client Care LOB
Collaboration
Demonstrated success working in a collaborative environment
Be an effective liaison between business leaders, technology development and outsourced partners
Able to set priorities, effect change, manage expectation through influence and partnership
Strong relationship management skills
Team player with the ability to communicate with technical and business experts at all levels of the organization
Provide partnership and strategic advisory support to Executive Staff
Collaborate with executive business partners to gain understanding of strategic Client Care projects, initiatives, and roadmap plans
Facilitate/provide thought leadership to managers, supervisors, business stakeholders, IT organization, and solution developers
Partner with Client Care leaders and cross-functional teams to identify project risks, and appropriately escalate issues with mitigation plans and path to resolution
Establish and manage expectations throughout the project lifecycle; follow defined scope management processes; including robust communication plans to ensure appropriate teams and stakeholder involvement is in place
Strategy
Demonstrated ability to consider broad strategic issues beyond the immediate tasks at hand and articulate affect/impacts
Improve corporate knowledge and best practices by creating or enhancing documentation and processes for project team and others within the business
Management
Able to motivate staff and influence their tasks to align with organizational goals and priorities
Support Annual and ad-hoc funding of critical business initiatives from funding request and definition through delivery. This includes justification, initiation, requirement definition, and risk identification
Program Management/SME
Consult with key participants and rapidly assess project needs to determine and execute the most effective project approach to meet business objectives and stakeholder needs
Lead project planning activities and provide management support for tools and infrastructure needed to support strategic business initiatives, including new project implementation and ongoing BAU maintenance of production tools and systems
Support Business Case development for enhancement and project funding requests as needed with qualitative and quantitative business rational development. Understands and can articulate business impacts and/or benefits of business requirements
Drive cross-functional project teams of personnel dispersed across multiple geographies and disciplines in a matrix structure where none of the resources report directly to the program manager
Proven financial acumen related to all aspects of project cost accounting from ideation through closure
Where appropriate, facilitate and participate in project meetings, ensuring the project team is progressing in the delivery against its commitments with the highest quality deliverables in a timely fashion
Coordination of User Acceptance Validation (UAV) process for releases; this includes identifying participants, validating the UAV Test Plan, validating test scripts, performing UAV, validate issue resolution
Utilize SME knowledge of enhancement or application being deployed, perform deployment validation to assure functionality to be released meets business criteria and objectives of deployment
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user “want”/"requirements" from the underlying true needs
Requirements
Lead and facilitate the requirements elicitation using an array of methods including interviews, document analysis, modeling, requirements workshops, surveys, site visits, virtual visits, business process descriptions, use cases, scenarios, personas, business analysis, and/or task/workflow analysis
Consult with key participants and assess project needs to determine and execute the most effective business requirements approach to meet business objectives and stakeholder needs
Generate and contribute to Functional/Nonfunctional requirements, process flows including as-is and to-be, Use Cases, personas, user stories (JIRA), process flows, Screen, and Interface models
Qualifications
Basic Qualifications:
- 5 or more years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
Preferred Qualifications:
- 6 or more years of work experience with a Bachelor’s Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
- 5 plus years-experience as project/program manager/Subject Matter Expert, delivering complex system-integrated business application projects. Ideal candidate will have deep knowledge and experience with project planning, execution, go-to-market activities, and managing cross-functional, global project teams
Additional Information
Work Hours: Varies upon the needs of the department
Travel Requirements: This position requires travel 5-10% 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.
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.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.