Director, Strategic Initiatives - Client Care Operations

Austin, TX, United States

Company Description 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.

Job Description Client Services provides industry-leading operational support to Visa's clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services.

Client Services is accountable for delivering a world class service experience to our clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and optimizing for client success. We operate in 50 locations across the globe and act as trusted partners to Visa's clients, providing expertise to help our clients successfully grow their business.

The position of Director, Strategic Initiatives in Client Care requires a visionary leader with expertise in service design, technology, and change management, capable of driving innovation and excellence in service delivery. The Director will lead a team of program managers adept at managing complex programs, leading teams, and driving transformational change within an organization. Role requires strong understanding of service models, client needs, and the ability to integrate innovative solutions to execute on "Service Model of the Future" enhancements.

The role will report to the VP of Client Care Operations.

Responsibilities:

Program Management Leadership: Manage a team of high performing program managers in the design and execution of service transformation programs to improve and innovate the client experience.

Service Model Modernization: Build a change framework to execute service model changes with an AI-driven omni-channel infrastructure, tailored to different customer segments and product support tiers for optimal efficiency and scalability.

Change Management: Drive end to end change management processes from early forming and test and learn phases through final execution stages. This involves stakeholder engagement, location strategy, job architecture, and training programs.

Communication Plan: Establishing a clear and effective communication strategy to keep all stakeholders informed and engaged throughout the change process.

Drives workplace well-being , talent development and a culture of inclusion and diversity.

Builds a strong and cohesive team by providing leadership, recognition, setting strategic vision, consistent with Visa's leadership principles.

Why this is important to Visa:

Services performed by Client Care include debit and credit card support, emergency assistance, prepaid services, risk management, issue resolution and merchant support.

Client Care aims to be the global leader in disputes, risk management services, and payments technical support delivering world-class client experiences.

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.

Qualifications Basic Qualifications:

10 or more years of work experience with a Bachelor's Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Extensive experience in a product, service, or project management environment.

Natural collaborator, with excellent communication skills including strong presentation skills and the ability to demonstrate effective communication at all levels of the organization.

Proven track record of leading transformational change in a complex business environment.

Exceptional leadership skills with the ability to inspire and manage high-performing project managers.

Strong problem-solving and analytical skills.

Excellent executive communication and presentation skills.

Proficiency in project management software and methodologies.

Highly desirable: leadership and/or program management experience in B2B servicing in addition to consumer.

Highly desirable: track record of innovative solutioning in the contact center or service delivery industry, with the ability to leverage emerging technologies (AI, chatbot, digital solutions, to drive operational efficiency.

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

PMP certification is a plus.

Six Sigma or PMP Certified with track record of successful Book of Work

Additional Information Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% 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 130,400 to 236,450 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.

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