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.

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing, implementation, configuration, and client tools. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Sr. Director, LAC Service Experience is responsible for delivering client and CS readiness support and deployment of Visa’s new and modified Visa products and services, Business Enhancement readiness and key strategic initiatives for clients in Latin America and Caribbean. Clients include issuing and acquiring financial institutions, merchants, third party processors, enablers, fintechs and strategic partners. This role provides functional and technical leadership for all client readiness activities for the LAC region. This lead position attracts, develops and retains talent and is responsible for building a cohesive high performing team by providing leadership, setting strategic direction, and applying working knowledge of Visa and Visa products, systems, and procedures. Candidate is a champion of diversity and inclusion and is highly effective at collaboration across functions and teams such as Product, Technology, CS, Sales and Clients. This role is a direct report to the LAC Lead for CS in addition to being part of the LAC Client Services Leadership team.

What You’ll Do, Day to-Day

• Leads the LAC Service Experience team, with direct management responsibility for Service Experience staff in the Hub and sub-regions.
• Leads and motivates a team of professionals who provide the voice of the client, project management, technical support, and client support.
• Leads all aspects of supporting client and Visa readiness for Visa’s regular system releases, large operational initiatives, and all new or enhanced products and services.
• Accountable for providing leadership to direct reports while partnering closely with Global Client Services counterparts, cross-functional leaders, and executive management.
• Establishes and fosters relationships with clients and internal stakeholders at all levels, including executive management.
• Leads by example, setting development and leadership goals for the organization, holding its team accountable for delivery of goals. Utilizes the Visa Leadership Principles and Rewards/Recognition programs inclusive of Annual Review.
• Partners across regions to leverage best practices and to provide thoughtful leadership as a member of the Global Service Experience and LAC Client Services Leadership Teams.
• Partners closely with Product and Technology teams during the design and development phases to ensure we develop products and services with streamlined client implementation in mind.
• Establishes consistent scalable pre-launch procedures for proper handoff to business-as-usual implementation approaches and ongoing support models. It intends to support client’s adoption of Visa products and services to help accelerate deployment in LAC.
• Communicates any initiatives, process, and procedures to all Client Services staff via TYSK (Things You Should Know) to ensure awareness. Makes sure global communications are adapted to the LAC region nuances and useful for local clients and regional teams.
• Develops and owns business requirements while providing input to service design, development, implementation, client engagement, and support processes through a client centric lens.
• Engages in the development, execution, and monitoring of Product KPI’s with Solutions stakeholders, ensuring regional alignment and key stakeholder adherence.
• Prioritizes and monitors the team’s work to ensure deliverables meet stakeholders' needs, and projects are managed to agreed timelines.
• Establishes a collaborative feedback loop with Product, Technology, and cross-functional Client Services stakeholders, acting as an evangelist for continuous improvement of the client service experience, using client insights, data, and internal verbatim to educate opportunities
• Holds teams accountable through influence and data driven proposals to improve the client service experience, the client journey, and internal operations in alignment with the business objectives and key results.
• Elevates and communicates risks and corresponding mitigation plans in a timely fashion.
• This position requires travel 5-10% of the time.

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more 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
• This role requires a critical thinker with an analytical mindset and a data-driven approach to problem solving
• The successful candidate will a proven track record of leading change and be able to create and drive a process to meet objectives and transformation
• Accepts and embraces ambiguity and leverages to take calculated risks, test, iterate and pivot on ideas
• Proven approach to understanding and mapping out the service experience to determine how best to optimize
• Thinks boldly and explores transformation ideas to improve the client onboarding experience
• Ability to relate to and empathize with the customer throughout the customer journey to design and deliver the service experience strategy in alignment with customer needs and generate the greatest value for the customer
• Excellent written and verbal communication skills, strong ability to present complex ideas in a clear, and concise manner to and executive audience
• Demonstrated experience building trusted relationships with business leaders and a broad group of project team members and stakeholders
• Demonstrated ability to work effectively in a matrixed team environment, highly collaborative and inclusive working style
• Ability to organize and prioritize work, meet tight deadlines, drive to achieve goals, and work under pressure in a highly dynamic environment
• Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines
• Able to set priorities, influence others, and manage expectations
• Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.)

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
• Exhibit advanced planning, organizational and problem-solving skills
• Ability to adapt to and influence change
• Experience with digital payments
• Background in customer experience
• Strong communication and story-telling skills in presenting ideas and analysis to various audience levels
• Team player, results oriented, and able to handle numerous projects concurrently

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.