Senior Director, Service Experience

This Senior Director role is a management position responsible for leading a team and in partnership with Risk and Identity Solutions leading the design enablement and continuous improvement (end-to-end) service experience for products across the GARP business. This includes

Strategic Leadership & Service Design

• Lead the overall service experience for network authentication and identity products from implementation through ongoing support incident management and off boarding across all regions and client segments.
• Develop and execute service models that support rapid product delivery scalable operational efficiency and measurable client impact embedding GenAI and modern tools to drive transformation.
• Collaborate with Product Technology and Client Services to ensure service models are client-centric secure and aligned with Visas Living Strategy for Risk & Identity Solutions.

Operational Excellence & Delivery

• Deliver on financial targets and support long-term growth in line with Visa strategic objectives including revenue acceleration cost management and M&A integration for network and identity solutions.
• Lead the development of necessary documentation training tracking to ensure global alignment of service models with regional differentiation. 
• Streamline processes (eg. incident management and root cause analysis) across teams to ensure accountability and drive closed-loop follow-up with product.

Innovation & Product Enablement

• Embed GenAI and advanced analytics into service processes to unlock productivity gains smarter sales enablement and improved user experience.
• Partner with Product to define and track KPIs for all new launches ensuring quantifiable ROI and rapid client implementation.
• Support the commercialization and launch of cybersecurity and identity products including integration of new capabilities and expansion of client training programs.

Stakeholder Engagement & Go-to-Market

• Build and maintain strong relationships with internal and external stakeholders including regional teams partners and clients.
• Enable delivery of RaIS strategy through strategic partnerships and channel go-to-market pilots.
• Develop consistent framework for global Client Services resourcing model to deliver optimal service experience driving alignment across stakeholder group.

Talent & Culture

• Develop and mentor a high-performing diverse team fostering a culture of accountability transparency and growth.
• Champion Visa Leadership Principles driving employee engagement inclusion and career development.
• Ensure talent alignment to organizational design metrics and service/product expectations.

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

Qualifications :

Basic Qualifications:

• 12 or more years of work experience with a Bachelors 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
• Demonstrated leadership in matrix management environments.
• Strong verbal written presentation and interpersonal skills.
• Technical aptitude in network authentication and identity solutions.

Preferred Qualifications:

• 15 or more years of experience with a Bachelors Degree or 12 years of experience with an Advanced Degree (e.g. Masters MBA JD or MD) PhD with 9 years of experience
• Proven track record in leading technical/professional services teams to exceed goals.
• Experience in building strong business relationships influencing at all organizational levels.
• Serves as point of senior escalation for internal and external stakeholders for multiple product lines and engages in executive level relationship building with signature and high-touch client leadership.
• Identify opportunities to improve organizational processes leads initiatives and drives changes that result in measurable and sustained improvement in cost quality and/or stakeholder experience.
• Identify opportunities to improve organizational processes leads initiatives and drives changes that result in measurable and sustained improvement in cost quality and/or stakeholder experience
• Drives product/process improvement requests with cross-functional teams.
• Identifies and leads complex initiatives and successfully translate broad strategies into specific objectives and action plans aligning efforts of the organization with other key Visa stakeholders.
• Strategic ability to solve complex cross-functional issues and lead high-impact initiatives.
• Experience in bankcard technology project management and supporting complex clients/services.
• Success in driving change delivering results in dynamic environments and leading cross-organizational initiatives.
• Must be a self-starter and highly motivated business oriented independent thinker.
• Relationship building and management both internally and externally
• Important to understand how products are used by clients and impacts to their business when there are issues

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 189800.00 to 296550.00 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 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