Sr. Director, Service Experience

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 partners to Product and Technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.
The Sr. Director for this role, will be responsible for managing a Technical Solutions team. Technical Solutions are the most technical members of the Client Services team. They are responsible for handling the most complex issues brought to us by our Client Success Managers (CSM). They are highly skilled and experienced, self-motivated and highly analytical. They support all of the other CS teams with high level knowledge and deep investigative skills.
The Sr. Director will be involved in ensuring that each Technical Solutions team member grows within the role and has the support and tools to perform their job tasks at a high level. The Sr. Director will assist as an issue escalation point, act as a communication channel into the business, and manage business change.
We are looking for a top-notch leader to join our Service Experience team, to drive solutions for our clients, efficiencies and enforce process and policy improvements in partnership with Product and Technology. If you have a healthy love of collaboration, process improvements, combined with a can-do, execution minded attitude this is the role for you.
The What
Partner with other areas of the organization – Product, Technology, Client Services – to ensure successful resolution of issues and strong support for the team.
Manage global escalations, urgent issues and outages, and act as a central point for global inquiries during events.
Collaborate with CSM management counterparts to drive organizational initiatives, and to ensure a consistent global team approach.
Manage workforce resources and provide guidance on workforce planning.
Design team goals and ensure team contributes to the overall objectives of the organization.
Track and manage service/product issues within One CRM.
Develop and analyze metrics to ensure optimal performance of team.
Provide guidance as an escalation point for the team.
Act as the Voice of CS in executive level meetings, and as the Voice of the Customer when escalating issues to Product/Technology
Build team newly responsible for incident management.
Provide and evolve business-critical reporting, pulling from multiple systems for different levels of management and cross functional teams.
Help the teams drive efficiencies through prioritization, potential automation and new tools, enhancements.
Knowledge of DPS processing and familiar with both ISO and API processing formats
The How
Self-motivated and driven to get the right things done efficiently (comfortable prioritizing).
You have a can-do attitude and also know how to handle disruption and pivots with grace.
Knowledge of Visa DPS processing, but are comfortable seeking feedback from experts.
Comfortable having difficult conversations while achieving a collaborative and positive outcome.
Enjoys learning and has a technical aptitude.
Team player that can challenge the status quo without offending, and aligning audience to the common goal.
You use data to help support decisions and prioritization.
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.