Senior Director, Business Strategy & 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 CS Business Operations Strategic Initiatives team is responsible for defining and delivering upon Client Services’ key initiatives to meet multi-year objectives and execute on our transformation strategy. This team will work closely with CS executive leadership to identify, prioritize, and execute strategic initiatives that align with the organization's goals and vision.  This important work includes operationalizing our approach to client surveys, managing our client feedback processes, and driving governance around our Knowledge Management strategy to ensure content is easily consumable for CS Staff and clients.

The Senior Director, Strategic Initiatives will be critical in helping to drive Client Services’ strategic direction, fostering transformation, and ensuring successful execution of key initiatives to achieve business objectives.  This individual will need to, influence, establish rapport, and build trust across Client Services, including senior leadership, to effectively provide solutions for complex topics.  In this role, the Sr. Director will be responsible for evaluating and measuring the Client Experience across various touchpoints and channels.  The insights and recommendations garnered will play a crucial role in driving improvements in customer satisfaction, loyalty and overall business performance

What You’ll Do, Day-to-Day

  • Develop and implement strategic plans for Client Services’ strategic priorities that align with the long-term objectives of the Client Services organization
  • Lead and oversee the execution of strategies including developing project plans, setting goals and objectives, monitoring progress, and ensuring successful implementation (cross-functional and regionally)
  • Collaborate with cross-functional and regional teams to implement strategic initiatives, including managing project timelines and reporting
  • Develop governance structure that outlines roles and responsibilities for key stakeholders, decision-making processes, and performance metrics
  • Monitor and evaluate the effectiveness of strategic initiatives and adjust as needed
  • Analyze data collected from customer surveys and feedback mechanisms to identify trends, opportunities for improvement, and areas where the customer experience can be enhanced
  • Communicate progress and outcomes of strategic initiatives to senior leadership and stakeholders
  • Provide thought leadership on strategic planning and helping to shape the organization's overall strategy by maintaining a deep understanding of client and industry trends, competitive landscape, and emerging technologies
  • Establish a feedback loop with cross-functional and regional stakeholders, act as an evangelist for continuous improvement of the client service experience, using client insights, data, and internal verbatims to inform opportunities

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

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
  • Proven track record of leading change with the ability to create and drive a process to meet objectives and transformation
  • Manage multiple projects simultaneously, meet deadlines, and work collaboratively with cross-functional teams
  • Adapt and thrive in dynamic and rapidly changing work environments, demonstrating resilience and flexibility in the face of complexity
  • Proven ability to develop an effective strategy including the approach, deliverables and measurement criteria
  • Accepts and embraces ambiguity and leverages to take calculated risks, test, iterate and pivot on ideas
  • Thinks boldly and explores transformation ideas to improve the client experience
  • Excellent written and verbal communication skills, strong ability to present complex ideas in a clear, and concise manner to and executive audience
  • Identify, analyze, and solve complex problems in a timely and effective manner
  • 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.)

Additional Qualifications:

  • Customer journey mapping and measurement experience
  • Design and implement customer experience measurement programs
  • 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

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 155,600.00 to 202,300.00 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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