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

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 support model for Visa Inc.  This includes day-to-day operations and product support, back-office support, and customer performance reporting. With our deep knowledge and expertise, we are a key internal partner to Product and Technology, bringing the voice of the customer 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 in the market. 

Visa Direct CS Mission: Visa Direct is a payment service that facilitates fund transfers/disbursements to cards, wallets, and accounts around the world using push payment technology.  Through close collaboration and partnership with teams in Product, Technology, Client Services, and other key stakeholders, we ensure the delivery of the essential knowledge, processes, tools, and insights that support our clients with the adoption and ongoing success of their Visa Direct business. 

The role of the Global Visa Direct Service Experience Director is to act as the liaison between Product, Technology, and regional Client Services (CS) teams. This role engages early in the product development process to provide input in the design and development stage, to define implementation and support requirements, and to successfully communicate with and educate our internal stakeholders who deploy Visa’s products and initiatives to our clients. The Service Experience team collects feedback from stakeholders as well as clients to ensure continued improvement to processes and products. 

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify creative solutions. This role serves as a technical and functional specialist and works independently with mentorship only in the most complex situations.

Essential Functions:

• Provide insight and input to the Product team within cross-functional Visa organizations including changes to current products, implementations of new products, and bi-annual business release technical letters.
• Identify and prioritize key product needs, dependencies with regions, define success measures, and track status with the Product team.
• Engage with the Product team to provide input to design, development, implementation, client engagement and support process with regional feedback and alignment.
• Identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps. 
• Engage regularly with regional peers to share details of the Product pipeline, and define processes and artifacts applicable to all regions and gather feedback to modify the approach with regional nuances.
• Develop necessary documentation to educate stakeholders and to ensure they have the needed artifacts to execute the strategy with clients.
• Implement methodologies for analyzing changes, identifying impacts, communicating potential impacts to Client Services staff including populating internal knowledge bases. 
• Drive global KPI’s, product strategy, and goals with regional consistency.

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:

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
• Experience in customer support, product/project management, or product development and deployment.
• Understanding of web-based technology including HTML, APIs, JSON, XML, and others.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions where little or no precedence exists.
• Confirmed ability to articulate complex technical terms or processes into business language.
• Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Advanced experience with Excel pivot tables, and the ability to create dashboards and decks with insights gleaned from data analysis.
• Excellent verbal, written, presentation and interpersonal skills are required.

Preferred Qualifications:

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Strong knowledge of Visa products and services including working knowledge of core transaction processing (e.g., message routing, authorization, clearing, and settlement).
• Strong knowledge of money movement, money transfer, and cross-border remittances.
• Familiarity with APIs and push payment technology and processes.
• Proficiency providing technical and consultative support to external customers and identifying business needs.
• Self starter with confirmed abilities in interpersonal, conceptual, and logical problem solving.
• Customer focus with validated ability to establish productive working relationships with colleagues and management at all levels.
• Ability to set priorities and handle customer expectations, and work both as part of a team and independently.

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 124,900.00 to 162,400.00 USD per year, 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.