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 Sr Director, Global Service Experience for Visa Direct Platform is the primary operational liaison between Client Services (CS) and Product teams. This role operates as a senior thought leader and authority on Client Services enablement functions and global service model, as well as technical aptitude. This role excels at matrix management to ensure CS Stakeholders are aware of, and can support, new services or product enhancements, and have a voice in helping mold the work to ensure Visa delivers a simple, transparent and globally consistent service model designed through a client lens.

Role Description:

Visa Direct is a payment service that Visa provides to clients (sending and receiving financial institutions, processors, merchants and service providers) to facilitate fund transfers/disbursements to accounts around the world using push payment technology. Visa Direct consumer and business applications include person-to-person (P2P) transfer, person to micro-business transfer (e.g., payouts to shared economy providers), funds disbursement (e.g., insurance claim disbursements), and more. The push payments market is estimated to be more than $80 Trillion in payment volume globally.

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. CS works with issuers, acquirers, processors, Fintechs and merchants worldwide to develop and deliver the global service model for Visa Inc.  This includes day-to-day operations and product support, back-office and customer performance reporting. Our deep knowledge and expertise make us a key internal partner to Product and Technology, bringing the voice of our Clients into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products like Visa Direct and its use cases.

The Global Service Experience, CS Visa Direct Platform is a part of the Commercial and Money Movement Solutions (CMS) Organization.  We apply our deep knowledge and client expertise in close collaboration and partnership with Product, Technology, Client Services, and other key stakeholders, to design and deliver essential knowledge, processes, tools, and insights to Client Services stakeholders that support CMS clients through the adoption, rollout and ongoing success of their Visa Direct business.

Key Competencies and Responsibilities:

The Senior Director, Global Service Experience, CS Visa Direct Platform leads a team of high-performing individual contributors who manage complex global initiatives and are responsible for overall Visa Direct platform readiness across CS.  The Sr. Director provides functional and technical leadership for all the global platform/technical operational activities and is a key CS stakeholder, representing the organization’s needs for successful enablement and launch of the platform and its features in a manner aligned to Visa’s CS global service model. The Sr Director leads and supports expert team members who typically operate independently with mentorship only in the most complex situations.

Key competencies essential to succeed in the role include:

• Cross functional communications and engagement:  Develop trust-based, constructive partnerships with Global Product Platform, Technical Development and Support teams, to provide input into design, development, implementation, client engagement and support processes, be recognized as a key contributor to overall product success
• Lead the management and communication of Global Platform Roadmap updates throughout the CMS CS organization
• Design Thinking:  Continually track, manage and help improve workflow and process performance against Service Experience service standards and the Service Experience Framework (SEF)
• Research excellence:  Conduct impact assessments for items on the roadmap and define processes and artifacts applicable to all regions, consolidate data and feedback to modify the approach with Product as necessary
• Technical aptitude: Support Global Client Services steady-state Operations by serving as an SME for Visa Direct, lead ongoing change and release management processes and provide consulting for broader CS teams as needed.
• Oversee the publication and review of key processes and artifacts, contribute tech-related documentation to global training programs
• Customer centricity: Develop and improve  Models and ensure global processes and tools are fit for purpose to provide end-to-end client  experiences that drive client value and differentiate the Visa service model, including developer experience, automation and technical documentation

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
• A minimum of 12+ year’s progressively responsible experience in a customer support role in financial services, payment card, and software or information services. 
• Proven abilities in negotiating with and influencing clients and staff at all levels as well as the ability to successfully manage competing priorities while serving as a positive influence across the organization.
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Excellent time management, organization, and planning skills are essential.
• Ability to comprehend and translate complex technical issues and apply business solutions.
• Demonstrate success in client relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent verbal, written, presentation and interpersonal skills
• Strong project management skills 
• Demonstrated ability to articulate complex technical terms or processes into business language.

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 154,500.00 to 212,500.00 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.