Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Client Services provides a world class service experience to Visa’s clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and service optimization. The OnDemand Services organization in Client Services is responsible for developing and executing the strategy of how Visa delivers digital services that elevate the client experience, making engagement with Visa simple, intuitive, and rewarding. Our team works with functional leaders in Client Services, Product and Technology to coordinate enhancements and to define the end-to-end OnDemand experience across Visa’s client facing portals. This includes integrating legacy functionality into a modern technology stack and creating a seamless user experience for clients and/or internal Visa users.

The Senior Director, OnDemand Services Product Management is responsible for development and delivery of client Onboarding, Implementation and Testing technology solutions. S(he) will lead a small team of product managers that translate solution concepts into product requirements and manage the technical project lifecycle from inception to delivery. The Senior Director will partner with OnDemand Product Management, CX Design and Technology teams to bring new self-service experiences to life through Visa portals. S(he) will partner with the Vice President, OnDemand Services on defining long-term vision and strategy for onboarding services, with clear prioritization of workflow automation and front-end development efforts.

We are looking for an experienced Product leader who champions a customer-first digital native mindset and is passionate about developing end-to-end digital service experiences, leveraging new AI technologies. 

Key Responsibilities

• Develop and execute strategy for client onboarding/licensing, implementation and testing services, in partnership with Client Services and Product SMEs
• Manage Onboarding services roadmap including backlog of features and capabilities 
• Build business case analysis to inform and prioritize technology investment asks for digital onboarding services 
• Work closely with CX Design experts to translate business requirements into user experiences that drive consistent use of Visa’s Design System
• Partner with Technology team to define technical flows and specs, evaluate architectural choices, etc. and execute the technology build
• Define success metrics for products and track performance post-launch to inform future product development and enhancements
• Communicate effectively with stakeholders at all levels of the organization, sharing Onboarding services strategy, overall roadmap and status of development 
• Develop materials that document product features, capabilities, etc. to educate internal and external stakeholders
• Lead by example, setting development and performance goals for the team. Create a team culture that embraces innovation, collaboration, and a growth mindset.

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 8 years of experience leading Product Management preferably in the Banking, Payments or FinTech industries
• Domain specific knowledge of SaaS product management. Engineering background is preferred but not required
• Demonstrated thought leadership and the aptitude for thinking innovatively and creatively to deliver tangible client value and business impact
• Ability to envision desired end state solution and translate strategy into structured OKRs and actionable roadmap
• Superior presentation and storytelling skills, with a keen ability to communicate the product vision and value story, and build support across matrixed organization
• Experienced in bringing the customer voice into the design and delivering digital platform experiences that address client needs
• Strong problem-solving skills, with demonstrated analytical rigor and attention to detail
• Ability to manage multiple initiatives simultaneously and ruthlessly prioritize to maximize value creation
• Strong presence and ability to work collaboratively in an Agile environment, and influence cross-functional and regionally distributed teams
• Ability to build and sustain effective relationships with business and technology partners
• Solid understanding of Waterfall and Agile project methodologies. Experience with Jira, Jira Align or other agile tools is preferred but not required
• Strong interest in people growth and development to attract and retain top talent
• Strong leadership and organizational skills with the ability to adapt quickly and manage ambiguity
• Bias for action, self-starter mentality and growth mindset

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 192,700.00 to 265,000.00 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.