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Sr. Product Manager - OnDemand Services - job 9 of 22

Client Services provides a world-class service experience to Visa’s clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and service optimization.

The OnDemand Services product organization within Client Services is responsible for developing and implementing online services to clients, through cloud-based experiences that drive client self-service. Our team works with functional leaders in Client Services, plus Product and Technology, to develop end-to-end experience across Visa’s client-facing portals, such as Visa Online and Visa Support Hub.

The Senior Product Manager role requires market problem and client experience assessment, product requirements definition, and working with development teams to help deliver product enhancements. We are looking for a senior product manager who champions a digital-native mindset and is passionate about developing web + digital service experiences.

Key Responsibilities

  • Drive the tactical delivery of client and company migrations to our support platforms, defining product and market requirements by understanding the needs of clients and strategy from Senior Director
  • Establish detailed business requirements and specifications for existing and new services and products. Create user stories and document product requirements, develop well-formed features specifications and acceptance criteria
  • Work with UX + CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients
  • Monitor day to day performance of our platforms, analyze trends, create, and lead initiatives that will improve customer experiences
  • Collaborate with cross-functional development team (Client Services, Product, Technology, UX Design) to define key milestones such as development, testing, integration, design, client support, and product delivery.
  • Manage post-release feature management measurement of adoption, performance, and the need for reiterations for release in collaboration with product marketing and client success team
  • Analyze data to provide actionable product insights and define product capabilities, assessment of operational data required
  • Proactively identify gaps in the current product offering and lead the effort to develop solutions that drive business value
  • Provide support to the various internal customer support teams to help streamline product rollout
  • Develop concise product materials to document the product features to educate stakeholders (e.g., Product Guides, Integration Guides, Release Notes)

This is a hybrid position. Days in office will be determine with the hiring manager and team.

Average salary estimate

$135000 / YEARLY (est.)
min
max
$120000K
$150000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Sr. Product Manager - OnDemand Services, Visa

Are you ready to take the lead in enhancing client experiences at Visa? We're on the lookout for a dynamic Sr. Product Manager - OnDemand Services to join our Client Services team right here in Austin. This exciting role plays a crucial part in delivering top-notch service experiences to our clients, from pre-sales all the way through onboarding and support. As a Sr. Product Manager, you will drive the development of online services that enable clients to self-serve through our cloud-based platforms like Visa Online and Visa Support Hub. Your mission? To assess market problems and client experiences, define product requirements, and collaborate with various teams—including UX, technology, and cross-functional partners—to deliver impactful product enhancements. We need someone who champions a digital-native mindset and thrives in shaping web and digital service experiences. Your day-to-day will include driving migration efforts, defining business requirements, creating user stories, and monitoring platform performance to identify opportunities for improvement. With your analytical skills, you’ll dive deep into data to deliver actionable insights, ensuring that our products not only meet but exceed client expectations. If you're passionate about innovation and eager to contribute to the future of client services at Visa, we want to hear from you. Note: This is a hybrid role, and your in-office days will be determined with the hiring manager and team. Come help us revolutionize client service experiences at Visa!

Frequently Asked Questions (FAQs) for Sr. Product Manager - OnDemand Services Role at Visa
What are the main responsibilities of the Sr. Product Manager - OnDemand Services at Visa?

The main responsibilities of the Sr. Product Manager - OnDemand Services at Visa involve driving the tactical delivery of client and company migrations to support platforms, defining product and market requirements based on client needs, and collaborating with cross-functional teams to enhance Visa's online services. This role also entails establishing detailed business requirements, creating user stories, and working closely with UX and CX teams to ensure designs meet client expectations.

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What qualifications are required for the Sr. Product Manager - OnDemand Services position at Visa?

To qualify for the Sr. Product Manager - OnDemand Services role at Visa, candidates typically need a background in product management, especially in digital services or cloud-based applications. Experience in defining product requirements, creating user stories, and collaborating with UX teams is essential. Strong analytical skills, a digital-native mindset, and an ability to work in a hybrid team environment will also benefit applicants.

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How does the Sr. Product Manager - OnDemand Services contribute to Visa's client experience?

The Sr. Product Manager - OnDemand Services plays a vital role in enhancing Visa's client experience by delivering innovative online services that facilitate client self-service. This professional conducts market assessments, defines product capabilities, and analyzes performance data to identify improvement areas. By leading cross-functional collaboration, they ensure product enhancements align closely with client needs, ultimately improving satisfaction and engagement.

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What skills are important for the Sr. Product Manager - OnDemand Services at Visa?

Important skills for the Sr. Product Manager - OnDemand Services at Visa include strong project management abilities, excellent communication, analytical skills, and a passion for digital innovation. Proficiency in creating detailed product specifications, mockups, and user stories, along with experience in data analysis, will also play a significant role in achieving success in this position.

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What does a typical day look like for a Sr. Product Manager - OnDemand Services at Visa?

A typical day for the Sr. Product Manager - OnDemand Services at Visa involves meetings with cross-functional teams to discuss project milestones and requirements, analyzing data to gather insights on platform performance, and defining user stories to guide product development. This role also requires collaboration with UX teams to ensure designs meet client expectations and monitoring ongoing improvements based on client feedback.

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Common Interview Questions for Sr. Product Manager - OnDemand Services
How do you prioritize product features as a Sr. Product Manager?

To effectively prioritize product features as a Sr. Product Manager, begin by aligning potential features with client needs and strategic business objectives. Employ techniques like the MoSCoW method (Must have, Should have, Could have, Won't have) and maintain open communication with stakeholders to identify which features deliver the most value. Utilize data insights and customer feedback to support your decisions, ensuring that your priorities reflect what will have the greatest impact on user experience.

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Can you describe a time when you had to lead a cross-functional team?

When leading a cross-functional team, it’s crucial to foster collaboration among diverse members. Share an example where you successfully facilitated communication, organized joint meetings for brainstorming sessions, and managed timelines effectively. Emphasize how you integrated each team's input, resolved conflicts, and kept everyone aligned with the project's goals. This demonstrates your ability to bridge gaps and lead effectively in a complex environment.

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What tools or methods do you use for product management?

In product management, using tools like Jira or Trello for project tracking, roadmapping software, and collaboration platforms like Slack improves communication and organization. Additionally, it's important to employ methodologies such as Agile or Scrum, ensuring a flexible process that keeps teams focused and responsive. Highlight specific instances where these tools or methods have positively impacted your project outcomes.

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How do you approach user feedback when developing new features?

When developing new features, I prioritize user feedback by implementing regular check-ins with users during development phases. This involves conducting surveys, focus groups, and usability tests. Actively listening to users allows me to refine features based on real-world applications, ensuring enhancements meet client needs and expectations. Share how this feedback loop has led to successful launches in your previous roles.

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Describe your experience with data analysis in product management.

Data analysis is a cornerstone of successful product management. Discuss your hands-on experience using analytics tools to evaluate user behavior, monitor product performance, and identify growth opportunities. Showcase specific examples where your analyses informed product direction and sparked innovative solutions, illustrating your analytical skill in deriving actionable insights for stakeholders.

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What steps do you take if a project is falling behind schedule?

When a project falls behind schedule, I first assess the reasons behind the delay. I engage the team for feedback, re-evaluate timelines, and identify bottlenecks. Open communication with stakeholders is key to managing expectations. I then adjust priorities, allocate resources where necessary, and establish clear next steps for the team to get back on track. Provide a real-life example of a situation where your proactive approach resolved delays.

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How do you ensure alignment between client needs and product developments?

To ensure alignment between client needs and product developments, I initiate stakeholder interviews and client feedback sessions throughout the product lifecycle. This ongoing communication helps me validate assumptions, adjust product roadmaps, and incorporate feedback in real-time. Illustrate how this method has led to products that resonate with users while also achieving business objectives.

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What is your approach to creating user stories?

Creating effective user stories begins with understanding the client's needs and pain points. I follow the classic template: 'As a [user type], I want [action], so that [goal].' By engaging with users, I can capture these narratives that guide development. Share an example of how this approach improved clarity in product features for your team, showcasing the successful implementation of user-centric development.

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What strategies do you use to measure product success post-launch?

Post-launch, I measure product success using key performance indicators (KPIs) such as user adoption rates, engagement metrics, and customer satisfaction scores. Conducting A/B tests and utilizing feedback from client support teams also helps identify improvement areas. Share how this data-driven approach led to iterative enhancements in previous products, illustrating a commitment to continual growth.

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How do you keep up with industry trends in product management?

Keeping up with industry trends is essential in product management. I regularly read industry publications, participate in webinars, and engage with networks of product managers. Networking allows me to exchange ideas and strategies with peers. Share examples of how applying these trends directly helped your projects, ensuring your knowledge translates into actionable insights for your team.

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Full-time, hybrid
DATE POSTED
April 3, 2025

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