Director, Service Experience - job 21 of 24
- Define the end-to-end service experience for a client, and develop necessary documentation to educate Client Services and ensure they have the necessary artifacts to execute the strategy with clients
- Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency, scalability, and consistency
- Globally lead products initiatives that may impact clients from a business operations perspective including changes to current products, implementations of new products, and the business and digital release cycle
- Lead and engage with Product to influence design, development, implementation, client engagement and support process with regional feedback and a client lens
- Develop strong partnerships with Global Product, Regional Client Services, and Technology teams to be recognized as a key contributor to their success
- Become subject matter expert in Visa Direct Solutions including knowledge of the ISO message and APIs, implementation guides, client integration options, deployment, and post-production support
- Engage in the development and execution of Product KPIs, ensuring regional alignment
- Identify/prioritize key product needs, dependencies with regions, define success measures and track status with product
- Use technical expertise blended with business acumen to solve complex problems independently by analyzing transaction level detail, ISO & API field data, and leveraging Visa tools.
- Engage regularly with regional Client Services peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions, and maintain a continuous feedback loop to provide timely feedback to Product
- Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
- Responsible for own workflow assignments, and to take initiative to resolve problems and meet deadlines under limited supervision
- Additionally, this role requires independent leadership responsibilities such as:
- Continuously communicates with others within and outside of Service Experience to influence the needed direction regardless of position level
- Represent Client Services to lead multi-year strategic initiatives that require additional expertise and insight to actively engage with to help design product strategy
- Work across business lines to ensure awareness, ascertain feedback and jointly negotiate lead role for product initiatives that combine multiple products
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
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As the Director of Service Experience at our Atlanta office, you will play a pivotal role in defining the end-to-end service experience for our clients. Your key responsibility will be to develop detailed documentation that will empower the Client Services team to effectively execute strategies tailored to individual client needs. You’ll craft a strategic plan to enhance our support capabilities across broader teams, emphasizing operational efficiency and scalability. Collaborating globally, you'll lead product initiatives that drive business operations and influence product design and development through regional insights and client-focused feedback. Building strong partnerships with Global Product, Regional Client Services, and Technology teams will be essential, as you establish yourself as a subject matter expert in Visa Direct Solutions. Your technical expertise combined with business acumen will be critical in analyzing complex client inquiries and leveraging Visa tools for optimal solutions. You'll also be responsible for driving the execution of Product KPIs, ensuring they align with regional goals, and you'll maintain a continuous feedback loop for product enhancements. This hybrid position allows you the flexibility of remote work, with days in the office to be confirmed with your hiring manager. If you have a passion for enhancing client service delivery and an innovative mindset, we can't wait to hear from you!
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Visa Inc. operates as a payments technology company worldwide. The company facilitates commerce through the transfer of value and information among consumers, merchants, financial institutions, businesses, strategic partners, and government entiti...
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