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 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 Director of Technical Service Delivery & Standardization is accountable for leveraging their client integration expertise to drive speed to market and increased NPS. This role is recognized as a subject matter expert 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 design and refine positive technical integration experiences for our clients using common objectives 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.

Essential Functions

Client Consulting

• Leverage deep API integration subject matter expertise (and related technologies) to lead client consultations in support of bringing Issuing Solutions services to market quickly and with minimal friction

• Consult with clients to define use cases for integration and associated API calls to meet client needs and overall implementation strategy
• Manage and support multi-layer API integration efforts for Visa clients and ensure client expectations are exceeded
• Assist pre-project engagements with key clients or products in a technical consulting role to understand the scope of client need and partner with Product to define unique solutions where applicable
• Work closely with integration subject matter experts on projects where client utilizes APIs to integrate directly to the Visa platform

Continuous Improvement

• 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 to achieve the product and platform goals
• Foster 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
• Create and maintain internal API reference documentation including implementation project plans, reference materials, client integration list, client facing project documentation, and troubleshooting checklists.
• Proactively identify operational opportunities and implement recommendations to increase service quality, efficiency, and revenue.
• Leverage technology and automation to bring efficiency and scale to existing Client Services approaches to doing business.

Leadership & Influence

• Act as a technical subject matter expert to other client-facing groups on client integration and consumption of Issuing Solutions (Visa Developer Center, APIs, SDK, etc)
• Build and enhance working relationships with key internal Visa stakeholders globally across client services, product, and technology
• Collaborate with cross-functional stakeholders to improve the developer experience and reduce the cost to service our Issuing Solutions clients
• 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.
• Drive 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

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.

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.