Sr. Director, Platform Product Management & Operations

  • Full-time

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The OnDemand Services and Automation organization is focused on the design, development and delivery of OnDemand solutions that elevate the client experience, making engagement with Visa simple, intuitive, and rewarding. The team manages Visa Online (VOL), a global extranet platform that provides secure access to Visa content, products and services for Visa clients and employees around the world.

The Senior Director, Platform Product Management and Operations is responsible for driving the vision, strategy and roadmap for the global enterprise platform. S(he) will keep abreast of best practices for B2B platforms as well as emerging technology trends and leverage those findings to inform platform enhancements. The Senior Director will envision and communicate the platform’s desired future state for enablement of clients, partners and employees. S(he) will partner with OnDemand Product Management, CX Design and Technology teams to bring new self-service experiences to life through the portal. S(he) will focus on continuous value creation and will execute on value capture opportunities. In addition, the Sr Director will be accountable for the development of the platform roadmap, including detailed backlog of features and capabilities. Lastly, s(he) will manage the VOL Operations team responsible for a broad set of activities including but not limited to UI service/product integrations, onboarding of new web services and certificate management, client access and delegated administration, etc.

Key Responsibilities

  • Portal Vision and Strategy

    • Research, explore, and assess B2B platforms in the marketplace and distill best practices to guide Visa Online enhancement plans

    • Work closely with the CX Design and Insights team to understand customer’s needs, pain points and aspirations through Voice of Customer as well as secondary research

    • Assess opportunities to leverage Visa Online platform to deliver delightful and intuitive digital OnDemand solutions

    • Develop vision and compelling narrative about platform modernization and expansion to better support Visa clients, partners and non-traditional players in an ever-evolving digital ecosystem

  • Portal Development and Delivery

    • Manage VOL enhancement roadmap including backlog of features and capabilities

    • Ensure the portal product roadmap supports the goals and strategy of the business and reflects market and customer needs

    • Partner closely with Technology to identify, size and allocate resources for investment priorities that drive value to clients and to the business

    • Ensure requirements and user interfaces are properly implemented by Technology

    • Partner with other client facing portal owners to develop consistent OnDemand client experiences across Visa portals

    • Work with cybersecurity teams to implement security enhancements for portal apps and services, and address portal’s security findings

  • Sales Enablement and Commercialization

    • Develop and execute platform/service monetization strategy as well as implementation of billing solutions

    • In collaboration with Marketing, produce sales enablement resources and marketing collateral to accelerate platform usage

    • In collaboration with Finance, monitor platform’s contribution to top line and ROI

  • Communications and Evangelism

    • Amplify VOL awareness among partners and stakeholders, articulating the value it provides to clients and to the enterprise

    • Communicate the platform vision and value story, and build support across matrixed organization and executives for continued investments in the platform

    • Be the face of Visa Online both for internal and external stakeholders

    • Contribute unique ideas within cross-functional workshops and brainstorming sessions and bring them to life through story-telling skills

  • Platform Operations

    • Manage the VOL Ops team, responsible for UI service integrations, onboarding of new web services and certificate management, client single sign access, client delegated administration, etc.

    • Monitor platform’s KPIs and progress towards stated Objectives and Key Results (OKRs)

  • Leadership and Team Building

    • Create a team culture that embraces innovation, collaboration, and a growth mindset

    • Set development and performance goals for the team and model the way

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.


Basic Qualifications
• 12 or more years of work experience with a Bachelor’s Degree or at least 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
• A minimum of 8 years of experience leading Platform Product Management preferably in the Banking, Payments or FinTech industries

Preferred Qualifications
• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• Domain specific knowledge of SaaS platform product management. Engineering background is desirable but not required
• Demonstrated thought leadership and the aptitude for thinking innovatively and creatively to deliver tangible client value and business impact
• Ability to envision desired platform end state and translate platform strategy into concise long-term roadmap
• Flexibility of making short- and long-term trade-offs across different services and products in line with broad strategic vision for the platform
• Superior presentation and storytelling skills, with a keen ability to communicate the platform vision and value story, and build support across matrixed organization
• Experienced in bringing the customer voice into the design and delivering digital platform experiences that address client needs
• Strong problem-solving skills, with demonstrated analytical rigor and attention to detail
• Ability to manage multiple initiatives simultaneously and ruthlessly prioritize to maximize value creation
• Strong presence and ability to work collaboratively in an Agile environment, and influence cross-functional and regionally distributed teams
• Effective management of different types of stakeholders and their expectations, e.g. clients, service/product owners and developers
• Ability to engage architects early and often in researching development of new features and capabilities
• Strong interest in people growth and development to attract and retain top talent
• Ability to manage ambiguity and demonstrate resilience when facing obstacles
• Bias for action, self-starter mentality and growth mindset

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 157,100.00 to 216,000.00 USD, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

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