Sr. Product Manager

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. Additionally, we are managing migrations of clients into our new tech stack and this role will support that effort. We are looking for a senior product manager who champions a digital-native mindset and is passionate about developing web + digital service experiences.

Essential Functions

• 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. 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

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Ability to work with internal product development and engineering teams to deliver products on schedule and with great quality. Comfortable in a heavily matrixed organization.
• Experienced with agile software development methodology, story, and requirements definition
• Strong analytical and problem-solving abilities, ability to use hard data and metrics to back up assumptions and evaluate outcomes
• End-to-end product lifecycle management
• Outstanding communication and presentation skills
• Bias for action and self-starter mentality
• Formal Client Migration and feature mapping experience is required

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 125,500 to 192,750 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.