Client Care Ops Consultant (Business Analyst)

We're looking for a Channel Strategy Consultant to join our Client Care Operations team. You'll develop and implement channel strategies tailored to our business needs, build strong business relationships, and lead projects to boost operational efficiency and client satisfaction.

Key Responsibilities:

• Channel Strategy:
  • Build and maintain strong relationships with Visa client care organizations.
  • Act as a trusted advisor, providing insights and recommendations to optimize channel strategies.
  • Design and implement effective channel strategies for client care organizations.
  • Analyze processes and suggest improvements to enhance client satisfaction and efficiency.
  • Monitor the performance of strategies to ensure they meet business/client expectations.
  • Adjust strategies based on performance metrics and feedback.
• Project Management:
  • Lead multiple projects simultaneously, ensuring timely delivery aligned with business goals.
  • Coordinate with internal teams and stakeholders for seamless project execution.
  • Chair and participate in meetings for new business requests related to channel opportunities.
  • Validate deployments to ensure releases meet business criteria.
  • Manage pre/post-project testing and coordinate agent-level testing with the contact center.
  • Conduct retrospective reviews for projects and implementations as needed.
• Collaboration:
  • Work closely with cross-functional teams, including marketing, sales, and tech.
  • Communicate effectively with all levels of business/client and internal stakeholders.
  • Partner with Contact Center leaders and teams to identify risks and escalate issues with mitigation plans.
  • Provide thought leadership to managers, supervisors, stakeholders, and developers.
• Strategy:
  • Consider broad strategic issues and articulate their impacts.
  • Improve corporate knowledge and best practices by creating/enhancing documentation and processes.

This is a hybrid role, alternating between remote and office work. You'll be expected to work from the office two days a week, usually Tuesdays and Wednesdays, aiming for 50% office time based on business needs.

Qualifications:
• Minimum 5 years of relevant experience with a Bachelor's degree, or at least 2 years with an Advanced degree (e.g., Master's, MBA, JD, MD), or no experience with a PhD.
• 5+ years as a program/project manager, delivering complex projects with deep knowledge in planning, execution, go-to-market activities, and working with cross-functional, global teams.
• Dynamic professional skilled in innovation and agility, capable of adapting to change and delivering high-quality results. Experienced in creating efficient solutions and collaborating with diverse teams.
• Expertise in channel strategy, especially within client care organizations.
• Experience in Business Process Re-engineering, Lean DMAIC Process Improvement, and Lean Automation.
• Customer Care Operations and Contact Center experience.
• Strong organizational skills, able to adapt quickly to changing priorities.
• Excellent analytical, communication, written, presentation, interpersonal, time management, and critical thinking skills.
• Proficient with standard MS Office tools (e.g., MS Project, PowerPoint, Word, Excel, Visio, SharePoint, Teams).
• Experience with Microsoft Power Apps for custom business applications.
• Knowledge of CRM, Genesys, and the Payments industry is preferred.
Join Visa and help us deliver exceptional value to our clients with innovative channel strategies and outstanding client care.

Amenable to Night Shift - US Hours

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.