Director, Service Experience - job 15 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.
If you're an innovative leader with a knack for enhancing client engagement, consider joining us as the Director of Service Experience at a dynamic company based in Atlanta. In this pivotal role, you'll define the end-to-end service experience for clients, ensuring that our Client Services team has all the necessary documentation and artifacts to successfully execute our strategies. You'll spearhead a strategic plan to migrate support, focusing on operational efficiency, scalability, and consistency across our services. As you globally lead product initiatives, you'll impact clients through managing changes and implementing new products while maintaining a keen lens on business operations. Your collaboration will extend to Global Product, Regional Client Services, and Technology teams, helping ensure that your insights are recognized and valued. An essential part of your role will be developing your expertise in Visa Direct Solutions and engaging in the execution of Product KPIs, thus ensuring regional alignment with business goals. By utilizing your mixed skills of technical expertise and business acumen, you'll solve complex challenges and maintain a continuous feedback loop across regions, fostering a culture of improvement and agility in the organization. This position also calls for independent leadership, as you'll influence strategic initiatives and product strategies, all within a hybrid working environment. Ready to make an impact? We can't wait to meet 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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