Client Care Consultant

Key Responsibilities:

• Channel Strategy:
  • Build and maintain strong relationships with Visa Client Care organizations.
  • Act as a trusted advisor providing insights and recommendations to optimize channel strategies.
  • Design and implement effective channel strategies for Client Care organizations.
  • Analyze processes and suggest improvements to enhance client satisfaction and efficiency.
  • Monitor the performance of strategies to ensure they meet business/client expectations.
  • Adjust strategies based on performance metrics and feedback.
• Project Management:
  • Lead multiple projects simultaneously ensuring timely delivery aligned with business goals.
  • Coordinate with internal teams and stakeholders for seamless project .
  • Chair and participate in meetings for new business requests related to channel opportunities.
  • Validate deployments to ensure releases meet business criteria.
  • Manage pre/postproject testing and coordinate agentlevel testing with the contact center.
  • Conduct retrospective reviews for projects and implementations as needed.
• Collaboration:
  • Work closely with crossfunctional teams including marketing sales and tech.
  • Communicate effectively with all levels of business/client and internal stakeholders.
  • Partner with Contact Center leaders and teams to identify risks and escalate issues with mitigation plans.
  • Provide thought leadership to managers supervisors stakeholders and developers.
• Strategy:
  • Consider broad strategic issues and articulate their impacts.
  • Improve corporate knowledge and best practices by creating/enhancing documentation and processes.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

Qualifications:

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters MBA JD MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters MBA JD MD) or up to 3 years of relevant experience with a PhD
• 5 years as a program/project manager delivering complex projects with deep knowledge in planning gotomarket activities and working with crossfunctional global teams.
• Dynamic professional skilled in innovation and agility capable of adapting to change and delivering highquality results. Experienced in creating efficient solutions and collaborating with diverse teams.
• Expertise in channel strategy especially within client care organizations.
• Experience in Business Process Reengineering Lean DMAIC Process Improvement and Lean Automation.
• Customer Care Operations and Contact Center experience.
• Strong organizational skills able to adapt quickly to changing priorities.
• Excellent analytical communication written presentation interpersonal time management and critical thinking skills.
• Proficient with standard MS Office tools (e.g. MS Project PowerPoint Word Excel Visio SharePoint Teams).
• Experience with Microsoft Power Apps for custom business applications.
• Knowledge of CRM Genesys and the Payments industry is preferred.

Additional Information :

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 510 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 79900 to 122700 USD per year which may include potential sales incentive payments (if applicable). Salary may vary depending on jobrelated 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.

Remote Work :

No

Employment Type :

Fulltime