SCSE (Sales, Client Services, Experiences) is a pillar within PPD (Payment Products Development area) that provides a new initiative to simplify how clients can access and use Visa's products and features. It is a global team that works with stakeholders around the world to drive strategies to accelerate incremental revenue and build the best-in-class B2B sales organization. We have developed applications that enable Visa's sales teams to achieve our revenue goals with Visa's value proposition.
Some of the benefits of our initiative include reducing time to revenue, maximizing the disputes needs of customers, and helping stranded consumers.
As the Director, SCSE Managed Services - Operations, you will be the General Manager responsible for growing a critical managed services pillar VOL (Visa Online) is the primary platform for Visa clients to do business with Visa to deliver modern digital services will affect client satisfaction. Notably, the creation of alternative client portals will lead to fragmentation of client experience, and hinder VOL monetization opportunity in NA Region.
As a director you will focus on Deliver a multi-year roadmap that leverages Gen-AI capabilities to accelerate knowledge discovery and issue resolution, driving value to clients and to our business. AI-powered tools, including Visa GPT, will be integrated into VOL experience to redefine access and consumption of Visa assets, through predictive search capabilities, context-based knowledge delivery, as well as personalized virtual assistance in the roadmap and address pressing client-driven priorities, including security (secure VOL email) and privacy requirements, migration to new CMS for easy integration of in-language content and mobile delivery, optimized multi-persona content display, as well as new self-service applications (delegated enrollment/entitlement, etc.). Your team will optimize access to VOL content, services and applications for existing users and expand portal access to new client and partner types.
As a leader you will not be involved in the day-to-day execution of client business processes. Rather, yoy will engage at more of a level to ensure that delivery teams are scoped appropriately and are delivering against client goals and objectives, making any necessary course corrections.
Essential Functions:
- Own and lead initiatives to define, design, and implement cloud-based (private and public) solutions which includes reference architectures, estimates, costing and application deployment.
- Act as a technical liaison between product, engineering teams, Cybersecurity and Operations.
- Lead transformation of raw thoughts into clear technical requirements to formalize technical designs and infrastructure blueprints.
- Work closely with cross-functional groups including internal stakeholders (Product Managers, Engineers, Architects, etc.), and external customers and vendors to formalize roadmaps & priorities.
- Lead technical discussions and communicate regularly with senior leadership on technical issues, program status, and escalations.
- Lead by example, demonstrating accountability, mentoring junior team members, and by contributing to departmental procedures, best practices, and standards.
- Conduct workshops, identify client needs, elicit insights and drivers behind the needs, design solutions that meet the client needs considering all vectors that might impact the solution including but not limited to Visa Online Platform strategy and direction, client ecosystem, desired time-to-market, and global market applicability.
- Understand current state architecture, define future state vision, and target state architectures, define solutions, and build roadmap of prioritized features to meet client requirements both on and off the Visa Online Platform
- Engages Product Managers, Sales Engineers, Developers, Product Support, Partners, and External vendors on solution scoping and business case creation for all net new development.
- Stays abreast of evolving payment technologies, innovations, and strategic partners that may accelerate speed-to-market or enhance our existing products and solutions.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Basic Qualifications:
- 10+ years of relevant work experience with a Bachelor’s Degree or at least 7 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 4 years of work experience with a PhD, OR 13+ years of relevant work experience.
Preferred Qualifications:
- 12 or more years of work experience with a bachelor’s degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
- Payments and Financial Services and Technologies consulting background and experience.
Extensive experience in defining and Leading technical Teams
- Excellent problem-solving skills and the ability to analyze complex systems to identify opportunities for improvement.
- Be able to manage risks and issues with definitive mitigation plans
- Have deep experience in persistent teams
- Help influence a healthy backlog that ties back to business objectives
- Experience with data-based discussions with stakeholders.
- Handling significant and complex program dependencies across teams
- Ability to develop clear program strategies, supporting business case and various high level program plans.
- Manage 4 to 6 scrum teams
Solution Delivery:
- Strong project/program management skills
- Demonstrated experience delivering flawlessly.
- Experience in working with cross-functional/cross-departmental and virtual teams
Communications:
- Demonstrate executive presence in leading conversations with clients.
- Communicate across functional stakeholders (for varying levels and technical expertise)
- Incentivize cross-functional teamwork by aligning cross-functional incentives.
- Possess strong diplomacy skills and fosters goodwill between different groups.
- Coach teams.
People Leadership
- Demonstrate ability to structure a team and lead high performers to even higher performance levels.
Business:
- Negotiation skills with a track record of achieving results.
- Drives coordination with core product teams to prioritize product changes and feature enhancements, identifying critical paths and risks.
- Strong analytical, quantitative, commercial, project management and interpersonal skills
- Passionate about merchants, acquirers, and technology in the digital commerce space
- An ability to appropriately recommend and influence phasing and prioritization of underlying capabilities and activities.
- Ability to simplify and communicate complex technical issues to non-technical executives, sales teams, and other stakeholders.
- Experience and comfort in engaging with internal and client executive teams.
- Ability to inspire and lead high performing cross-functional teams who can envision and create innovative solutions that meet the needs of our global clients, leading large teams where there is not a direct reporting line and able to manage ambiguous situations.
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.
