Director, Quality of Service

Quality of Service (QoS) is a 2030 Critical Path strategic pillar for Visa Direct. The Director Quality of Service will serve as NAVDs single accountable leader for defining governing and operationalizing endtoend service quality for money movement corridors. This role ensures Visa Direct delivers predictable resilient and transparent performance enabling clients to consistently experience reliability and trust at scale. 

This leader will consolidate fragmented QoS responsibilities across product network readiness operations and partner teams into a unified function that accelerates corridor commercialization improves client confidence and directly contributes to NAVDs growth and retention goals. 

Key Responsibilities:

• Establish and lead the endtoend QoS function across NAVD serving as the central intake and accountability point for all QoS initiatives. 
• Own QoS frameworks standards and governanceincluding service definitions measurement methodologies and corridor performance criteria. 
• Lead QoS assessments to ensure product and network viability technical readiness and compliance with latency uptime and resiliency expectations. 
• Partner with strategic initiative projects such as Mission Control to formalize tracking structures ensure milestone adherence and drive timely escalations.
• Shape NAVDs QoS strategy in partnership with Global Product Network and Architecture teams. 
• Guide the design and enhancement of product and network capabilities required to meet corridorlevel service standards. 
• Influence global roadmaps to embed QoS mechanisms such as improved routing redundancy errorhandling and performance optimization. 
• Publish and maintain corridor scorecards with clear latency success rate and error rate KPIs. 
• Operationalize alerting monitoring and escalation frameworks across regions and internal/external partners. 
• Drive consistent SLA adherence and work with internal operations teams to resolve issues impacting realtime performance. 
• Lead structured feedback loops with Sellers Account Managers and Solution leads to identify QoSimpacting issues and improvement opportunities. 
• Partner with Sales Solution Consultants and CSMs to embed QoS insights in client engagements improving presale confidence and postsale optimization. 
• Manage joint QoS accountability with network and ecosystem partners to maintain reliability reduce latency and prevent service disruptions. 
• Drive corridor activation readiness by ensuring QoS requirements are incorporated into solution design partner onboarding and testing. 
• Reduce path to green timelines through proactive identification of risks bottlenecks and remediation pathways. 
• Ensure regional alignment on QoS standards reporting and escalation processes. 

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

Qualifications :

Basic Qualifications:
10 or more years of work experience with a Bachelors 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

Preferred Qualifications:
12 or more years of work experience with a Bachelors 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
Minimum 8 years of industry experience in product management product development and payments processing with expertise in product and feature launches.
Leadership Experience with agile teams of product and solution managers.
Well versed with money-movement with a special emphasis and subject matter expertise in debit credit cross-border money movement and digital products.
Must have good knowledge of RTP ACH processing and card schemes with an emphasis on VisaNet and Visa Payments Limited (VPL)processing.
Knowledge of Restful APIs ISO 8583 ISO 20222 preferred.
Experience with direct interaction with clients in terms of product and/or technical solution engagements.
Ability to handle projects with multiple workstreams with proven leadership success over a wide variety of product business problems.
Ability to structure manage and coordinate complex cross-enterprise projects and processes with multiple stakeholders
Superior analytical and problem-solving skills with demonstrated intellectual and analytical rigor.
Strong interpersonal and leadership skills to influence and build credibility as a peer.
Demonstrated ability to collaborate and influence successfully within a highly matrixed organization.
Team oriented collaborative and flexible with excellent presentation skills including strong oral and writing capabilities.

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 this position is 192300.00 to 307600.00 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