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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.

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The Issuing Solutions Client Services (CS) team is responsible for the end-to-end engineering and optimization of our clients’ technical service experience in alignment with the full solution portfolio. Issuing Solutions is one pillar of the Value-Added Services (VAS) Global CS team, working with clients worldwide to develop and deliver client value, and world class servicing.  

The Senior Director of Technical Service Delivery & Standardization is accountable for the performance and on-going improvement of their product portfolio's technical service experience. This role is recognized as a thought leader and technical authority on our clients’ API integration experience, focused on improving efficiencies, increasing client satisfaction, and refining our internal operations. This role prioritizes our clients and places them at the heart of our technical operations, products, and enhancements. The goal is to offer positive technical integration experiences to our clients using common goals and data to drive improvements.

This role will be a responsible for the identification and recommendation of technical service experience improvements, development of business cases for changes, and own, oversee, and deliver projects with cross functional stakeholders to improve the end-to-end technical experience for clients.

What You’ll Do, Day-to-Day

Leadership & Influence

• Manage a cross-functional team of stakeholders with the responsibility to improve the technical client experience and reduce the cost to service our Issuing Solutions clients
• Lead the design, creation, roll-out, and delivery of the technical service experience strategy to reduce client interactions and caseloads through all channels
• Develop and own business requirements and provide input to technical service design, development, implementation, client engagement, and support processes through a client centric lens
• Engage in the development, execution, and monitoring of Product KPI’s with Solutions stakeholders, ensuring regional alignment and key stakeholder adherence
• With Product, define success measures and track status of technical service experience improvements, such as: Net Promoter Scores, Client Satisfaction Surveys, client retention and growth, and cost reductions
• Represent the Technical Service Delivery & Standardization team with senior leadership and key stakeholders with a client centric approach, acting as a key subject matter expert
• Identify and document the existing technical service experience, leveraging client insights and business priorities to identify areas where continuous improvement can be applied, oversee the implementation of the change, and measure the level of improvement.
• Hold teams accountable through influence and data driven proposals to improve our clients’ technical journey, and internal operations, in alignment with business objectives and key results
• Prioritize and monitor the team’s work to ensure deliverables meet stakeholders needs and projects are managed to agreed timelines and budget
• Elevate and communicate risks and corresponding mitigation plans in a timely fashion

Client Consulting

• Leverage deep API integration subject matter expertise (and related technologies) and technical experience to lead client consultations in support of bringing Issuing Solutions services to market quickly and with minimal friction
• Design approaches to refactoring poor client experiences, creates technical proofs of concept to demonstrate superior client outcomes and commercialize new approaches
• Assists pre-project engagements with key clients or products in a technical consulting role to understand the scope of client need and partners with Product to define unique solutions where applicable

Continuous Improvement

• Expert application of Agile methodologies and Lean Six Sigma to develop and recommend scalable processes, communication tools and overall guidance to a wide range of stakeholders (including regional heads/leads) to achieve the product and platform goals.
• Establish collaborative feedback loops with Product, Technology, and cross-functional client services stakeholders, acting as an evangelist for continuous improvement of the technical service experience, using client insights, data, and verbatims to educate opportunities
• Ensure all artifacts, such as end-to-end journey maps, are kept current and complete
• Be the escalation contact and own resolution of servicing issues caused by client service processes and procedures
• Leverages technology and automation to bring efficiency and scale to existing Client Services approaches to doing business.

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
• Excellent written and verbal communication skills, strong ability to present complex technical ideas in a clear, and concise manner to an executive audience and other non-technical colleagues
• This role requires a critical thinker with an analytical mindset and a data-driven approach to problem solving
• The successful candidate will have a proven track record of leading change and be able to create and drive a process to meet objectives and transformation
• Professional work experience in a client-facing role in software, financial, or information services.
• Highly skilled in REST/JSON, SOAP/XML, SDKs, and related developer tools
• 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 technical 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
• 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
• Understanding of software development and coding concepts, minimum of 5 years of software consulting, API integration and/or coding experience preferred
• Demonstrate detailed knowledge of the full breadth of systems, products and services offered via the Visa Developer Platform
• Exhibit advanced planning, organizational and problem-solving skills
• Strong communication and story-telling skills in presenting ideas and analysis to various audience levels
• Ability to adapt to and influence change
• Experience with digital payments, ISO 20022
• Industry certifications in Agile and/or Lean Six Sigma
• Background in customer experience

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.