Sr. Director, Technical Solutions - job 1 of 2

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Sr. Director, Technical Solutions will report directly to the Vice President of North America Consumer and VAS Product Service Fulfillment Organization. The team is both strategic and tactical striving to optimize operational and technical solutions to provide effective results of Visa Products for both internal and external stakeholders.

Essential Functions

The Sr. Director, Technical Solutions will be an integral part of NA Client Services and will lead the operational technical support of Visa Consumer and VAS product solutions for North America clients.  This position will have responsibility to support NA clients working directly with clients, business & technology partners and internal stakeholders.

• Lead a team of regional directors and managers to provide end-to-end technical production support for Visa clients and strategic partners, manage and mentor team to uphold Visa’s leadership principles, and ensure the highest standards of ethics, business, and service efficacy.
• Strategic planning for support infrastructure and staff deployment in NA, and presentation of multiple leadership forums to foster consensus for strategy and budgets. Ownership of budget, managing expenses and identifying revenue opportunities for the team.
• Deliver award winning client satisfaction through Net Promoter Scores (NPS) and ownership of SLAs for timely support resolution for client satisfaction.
• Responsible for defining, managing and implementing strategic support plans optimizing case management.
• Communicate and evangelize changes to executive management and cross functional team.
• Provide day to day tactical leadership and point of contact escalation for technical support team.
• Develop talent within the NA team to provide world-class, differentiated service, best in class positive work environment for technical support.
• Ensure timely and effective resolution of client issues, collaborating with other functional groups as needed, and consistent with technical support metrics.
• Lead complex cross-functional client service delivery initiatives and work towards achieving client and key stakeholder satisfaction/acceptance of deliverables.
• Proactively identify operational opportunities and implement recommendations to increase service quality, optimization and efficiency.  
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support. 
• Coordinate internal resources to accomplish Visa and client objectives and ensure processing system performance standards are met and ensure the client perspective is represented within the organization. 
• Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution, advise on OLA performance both internally and externally and develop improvement plans to address chronic client problems. 

This is a remote opportunity, but it is preferred that candidates live close to a US office location.

Basic Qualifications

• 12 or more years of work experience with a Bachelor’s 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

Preferred Qualifications

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• 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.
• Successfully translate broad strategies into specific organizational objectives and action plans, aligning efforts with key stakeholders.
• Provide leadership, strategic direction and management for a team of Managers and individual contributors, establishing a client-focused, performance-based culture.
• Represents client business priorities to internal and external executive-level stakeholders for CS activities.
• Removes organizational and global barriers, breaks down silos.
• Mentoring, career development and annual and quarterly review assessment experience.
• Growing the charter of the team by optimizing and scaling the team to new work and increasing pipeline.
• 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.
• Maintain an understanding of products and services, how they impact other functional areas/tools and accurately apply to client use cases.
• Provide consultative guidance to Visa partners on client accounts with the goal to proactively identify issues and work through shared resolution.
• Strong knowledge of financial services and payment industry
• Ability to lead business development, product development, sales and support efforts
• Must be a self-starter and highly motivated business oriented independent thinker.
• Commitment to exceptional technical support and managed services and ability to deliver
• Ability to develop metrics and achieve them
• Relationship building and management both internally and externally
• Capable of developing a deep level of knowledge on supported products/services and stay current with industry and client trends.
• Important to understand how products are used by clients and impacts to their business when there are issues
• Strong leadership skills, influencing and negotiating skills, highly effective communicator
• Excellent communication skills including the ability to effectively communicate both internally and externally, and within all levels of the organization
• Strong capability to develop clear and persuasive communications and presentations both horizontally across the organization as well as vertically
• Proven strategic skills with the ability to identify, connect and communicate opportunities that achieve objectives
• Experience of managing virtual teams across geographical location and time zones
• Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, etc.).
• Excellent time management, people management, organization, and planning skills.
• Ability to comprehend and translate complex technical issues and apply to business solutions.
• Able to successfully set priorities, influence others, and manage customer expectations.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent verbal, written, presentation and interpersonal skills.
• Manage capacity planning for team and analyze case volume using Dynamics.
• Proven experience in leveraging Generative AI tools to enhance individual performance and drive process efficiencies within their team.
• Strong ownership mindset with an innovative and collaborative approach, driving continuous improvement and fostering teamwork.
• High adaptability to new technologies and a willingness to continuously learn and integrate.

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 170,000 to 281,250 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.