Sr. Manager, Data & Insights - Service Level Management Team

We are seeking a highly skilled Sr. Consultant to join our Service Level Management Team. In this pivotal role you will lead efforts to assess monitor and enhance service level agreements (SLAs) ensuring the highest standards of service delivery and compliance with client contractual obligations. The ideal candidate will bring a strong background in technology-driven environments outstanding analytical capabilities and proven leadership in cross-functional collaboration.

Key Responsibilities:

• Serve as the primary point of contact for all matters related to SLA management reporting and compliance.
• Lead and mentor a team of consultants and analysts providing expert guidance on complex and non-standard SLA requests and product enhancements.
• Develop implement and manage comprehensive product and service improvement plans based on data-driven insights and stakeholder feedback.
• Conduct in-depth SLA re-assessments risk analyses and regular audits to ensure ongoing compliance efficiency and continuous improvement.
• Oversee the preparation and delivery of detailed product/SLA level reporting presenting actionable insights to both technical and non-technical stakeholders.
• Maintain strong collaborative relationships with Product Technology and Operations teams to ensure seamless alignment and execution of improvement initiatives.
• Proactively identify areas for service enhancement process optimization and risk mitigation driving the adoption of best practices across the organization.

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

Qualifications :

Basic Qualifications:

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

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelors Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 3 or more years of experience with a PhD
• Proven experience in service level management SLA reporting or a similar role within a technology-driven environment.
• Strong analytical and problem-solving skills with demonstrated expertise in SLA assessment data analysis and reporting.
• Exceptional communication and interpersonal skills with the ability to influence and collaborate across all levels of the organization.
• Experience managing multiple projects and priorities with a keen attention to detail and accuracy.

Key Relationships:

• Work closely with Product and Technology teams to align requirements priorities and execution of product improvement plans and SLA re-assessments.
• Liaise with Operations Service Delivery and Risk teams to ensure end-to-end service excellence and compliance.
• Act as a trusted advisor to senior leadership sharing insights and recommendations to drive strategic and operational decisions.

Additional Information :

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 130800.00 to 189550.00 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.

Remote Work :

No

Employment Type :

Full-time