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 Senior Director is responsible for leading a team or teams of subject matter experts to deliver client and CS readiness support and deployment of Visa’s New products and Services for clients in the NA region. Clients include issuing and acquiring financial institutions, third party processors and strategic partners. This role provides functional and technical leadership for all client readiness activities, including the cross functional delivery of systems and services for these products and associated initiatives. This role requires close collaboration with all Visa functions including Client Services, Product, Technology and Sales as well as clients.

JOB DESCRIPTION AND RESPONSIBILITIES

The Senior Director of Service Experience has responsibility for Client and Client Services functional readiness for launches of new and enhanced Core and Infrastructure products via Business Releases or as stand-alone initiatives. This lead position collaborates with Product, Technology, Client Services, Sales and our external Clients to develop a robust readiness plan to support the design, development and delivery of Visa’s Enterprise, Core and Regional product and services. This team is also responsible for establishing consistent and scalable implementation approaches to help accelerate the deployment of Visa products and services with continued client support for optimization of key products and services once commercially launched and will work closely with our stakeholder teams to establish best practices.

This role 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. This is a people manager role and a direct report to the Vice President of NA Service Experience.

• Highly effective collaborator working across Global and Regional teams
• Lead the Core products Readiness team with responsibility for implementation of new Visa initiatives such as Visa Token use cases, Risk products, APIs, New Payment Flows, Visa Acceptance Solutions, digital issuance
• Own overall strategy, planning, directing and oversight responsibility of multiple projects, products, services or functions typically requiring the utilization or management of resources across multiple departments or functional areas
• Provide functional and technical leadership for all Client beta and pilot implementations of new Visa products and services driving cross-functional delivery of systems and services to Clients.  Define and deploy client implementation strategies that preserve Visa and client expertise while delivering effective, efficient consultative support and project management that aligns to NA, Product, Technology, Client and Client Services business goals and objectives
• Actively engage with Product, Technology and CS teams to ensure all client projects are successfully executed and business goals are supported in a cost effective, timely manner with a resulting high level of client satisfaction.
• Partner with Product at the early stages of development activities to represent the needs of the NA CS organization
• Work with Product ensuring we have a single voice internally and externally and can identify and remove any obstacles that may arise during our Product Development process
• Work with Product to maximize the adoption of the product and ensure efficient support for existing and new use cases
• Provide thought leadership and strategic guidance during the project implementation solution development process to ensure all necessary tools, processes, procedures and staff are in place to provide outstanding client support.
• Drive change and evolve the project implementation model on how we meet the future business needs of our clients
• Strategic development and refinement of implementation model in working with non-traditional, strategic clients (Fintechs, etc.)
• Influence decision makers at staff, senior and executive management levels within Client and Visa organizations through a combination of negotiation and consultative output
• Build and maintain relationships with key senior business leaders in the Visa Technology, CS, Product, Sales, and strategy organizations to ensure that Service Experience can support the deployment of all new products/services.
• Drive change that results in measurable and sustained improvement in product adoption, service quality and support delivery
• Provide leadership and continuous coaching and training to broader CS teams

This position is to be based in our Miami, FL office location.

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 years of work experience with a Bachelor’s Degree, 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
• Innovative and agile with ability to adapt market needs and changing environment. The ability to make decisions involving complex business and technical solutions where little or no precedence exists
• Ability to lead successful team adoption of changing landscapes
• Excellent interpersonal skills, demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at all levels of management
• High level of self-motivation, initiative and drive, and ability to operate effectively as a team player across different business units
• Ability to view challenges strategically and keep pace with the demands of the business by anticipating problems and identifying opportunities, then proposing appropriate solutions, devising business cases and providing leadership to effectively implement change
• Ability to translate complex customer business needs into opportunities for system and service solutions
• Excellent MS Office skills (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Excellent time management, organization, and planning skills.
• Exhibit strong adoption of our Leadership Principles

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
• Analytical, fact-based with the ability to synthesize and organize data/information, applying sound judgment in dealing with unknowns and/or data gaps, identifying and quantifying risks, identifying and assessing options particularly under difficult.
• Expert knowledge of VisaNet and API technologies and systems used in payments, mobile and e-commerce, authentication, remote payments, push payments and tokenization while keeping step with market developments

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 148,400.00 to 204,000.00 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.