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.

The Automation and Optimization organization in Client Services is responsible for developing and implementing the strategy for digitalization and automation tools in support of a world class service experience for Visa’s clients. Our team works with cross-functional leaders in Client Services, Product and Technology to drive the automation strategy and grow world-class, fully digitally-integrated automation capabilities across all areas of Client Services.

The Director, Automation and 3rd Party Tools will be responsible for defining and delivering the end-to-end automation strategy for Client Services leveraging 3rd party tools to drive best in class customer experience, optimize internal processes and increase operational efficiencies.

S(he) will build in-depth understanding of Client Services’ needs, pain points and automation opportunities by partnering with global and regional servicing teams, and will work with technical teams to implement the optimal solutions to address those needs.

Do you like to live between the lines of business and technology, integrating the best of both worlds to understand how we work and identify improvements to drive new business value? Do you like the empowerment of defining priorities and delivering innovative solutions for the business?

We are looking for a dynamic leader to drive the execution of the automation of our processes, resulting in exceptional customer and colleague experiences. The role requires effective collaboration with Client facing teams and Technology partners within Client Services and other Visa organizations. Additionally, the effective candidate will be able to lead through ambiguity and inspire followership within a matrixed organization.

Key Responsibilities

• Automation strategy and product development
  • Develop the overall strategy and specific solutions for improvement of Client Services processes using automation.
  • Lead the technology assessment of existing automation solutions and tools and align them to the automation strategy.
  • Partner with Business Process Optimization and Tools Strategy and Execution teams to effectively implement process improvements and automation capabilities that will deliver cost savings and service speed delivery reduction.
  • Provide product management leadership to deliver scalable solutions leveraging best in class automation and tools integration capabilities.
  • Engage with technology partners in understanding business roadmaps, identifying and prioritizing technology projects and building program roadmaps.
  • Demonstrate knowledge on scaled agile methodology to ensure alignment to standards for project delivery.

• Automation Tools and Technology Trends
  • Be aware of current and future market and technology developments inside and outside of the Automation space through offerings, white papers, blogs, upskilling and learning opportunities.
  • Promote and be a source of knowledge across the Client Service organization of all automation related tools.
• Leadership and Team Building
  • Build, develop, coach a team of product managers and analysts.
  • Lead by example and set development and performance goals for the team.

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 to three days a week, Tuesdays, Wednesdays and / or Thursdays with a general guidepost of being in the office 50% of the time based on business needs.

Visa does not support immigration or relocation for this role.

Basic Qualifications:

• 10 or more 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 a minimum of 3 years of work experience with a PhD.

Preferred Qualifications:

• 12 or more years of experience with a bachelor’s degree or 8-10 years of experience with an advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 6+ years of experience. 
• 8+ years of experience leading Product Management & Automation / Digital Transformation in the Banking, Payments or FinTech industries.  
• Must have led key automation initiatives that required complex solution design, enterprise scale and change management.  
• Demonstrable experience in professional and technical capabilities such as Automation (RPA, Machine Learning, and Artificial Intelligence), and Operational Excellence approaches and methods (Lean agile delivery, Process excellence, System & Management Thinking).  
• Proven problem solving and organizational change management skills.  
• Ability to manage multiple projects simultaneously and ruthlessly prioritize to focus on most important items and must haves that maximize client value.  
• Demonstrated ability to drive action and sustain momentum to achieve results.  
• Strong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detail.  
• Ability to absorb and process large amounts of information and synthesize into key insights and actionable recommendations.  
• Superior written and verbal communication skills with ability to develop compelling narrative and vision of desired future state for different audiences.  
• Strong presence and ability to work collaboratively in an Agile environment, and with cross-functional and regionally distributed teams.  
• Ability to influence executives and peers to make compelling cases for future OnDemand services.  
• Ability to work independently, set and manage plans, and achieve results.  
• Strong people management and development skills.  
• Ability to manage ambiguity and demonstrate resilience when faced with obstacles.  
• Bias for action, self-starter mentality and growth mindset.

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.