Role overview
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.
What you'll work on
- Interface with the Growth Products & Data Product teams, acting as the voice of the customer, bringing business cases for product improvements, and evolving the service experience to be a core differentiator.
- For all new Growth products & Data products and initiatives, incubate onboarding and implementations, create SLAs and implementation blueprints, establish ongoing support and client optimization blueprints to be utilized by regional Client Services teams and the global Client Care organization
- Mapping the full-service experience and building and refining processes to drive operational excellence across a matrixed delivery team with the goal of exceeding client’s expectations, reducing client escalations, and managing the overall service intensity/cost.
- This leader is responsible for building a cohesive, high performing team of professionals. This candidate will be a key leader on the Go-To-Market Services (Consumer Payments, Platform Products, Growth Products & Data Solutions) Leadership Team
What we're looking for
- Partners closely with the regional Client Services teams, global Client Care organization and the Specialized Sales team to ensure operational excellence across the full-service experience for all Growth & Data products.
- Engage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessary
- Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients
- Works in close alignment with the Global Value-Added Services (VAS) and Consumer Client Services to ensure a seamless service experience
- Establishes and communicates standard service metrics by product family including cost to serve and overall service satisfaction.
- Continually optimizes service experience and cost to serve for Growth and Data Products in line with overall product strategy.
- Proactively identifies and solves complex problems that impact the management, relationships and direction of the business.
- Delivers shared service support to other service teams for product releases and client communications.
- Represent CS to lead multi-year strategic initiatives that require additional expertise and insight to build a non-traditional support model with active engagement to help design the product strategy
- Elevate engagement to address poor product design which creates unreasonable operational debt
- Develop strong partnerships with Global Product and Technology teams to be recognized as a key contributor to their success
Tags & focus areas
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