Vice President, Global Operations – Payment Products Operations

Job Description
Reporting directly to the Senior Vice President of Global Operations, the Vice President of Payment Products Operations will play a critical role in 24/7 operations for key areas of our Payment Products division, overseeing Level 1 operations of key consumer payment applications and services. This role involves coordination across multiple global data centers and processing environments, directing and managing a globally distributed team of approximately 100 professionals, ensuring they provide top-tier operational support for key services in the Payment Products domain.
As a key strategic leader, you'll steer technology strategies and cultivate executive partnerships across product development, client services, and with our principal clients. Your technical expertise will lead the operational excellence for our global infrastructure and service portfolio, including real-time authorizations, tokenization and surrounding key services and deliver high uptime availability and customer-centric service to Visa's clients.
You will be responsible for spearheading the transformation of Visa's operations towards next-gen capabilities, with a focus on innovations in Automation, AIOps, and Generative AI. You will also provide timely and critical support for production incidents and enhance metrics such as Mean-Time-To-Detect (MTTD), Mean-Time-To-Mitigate (MTTM), First-Call-Resolution (FCR), and Time-To-Escalate (TTE), etc.
This vital role holds accountability for delivering exceptional uptime and customer-centric service to Visa's clients. As an industry thought leader, you will lead the way in pioneering the transformation of Visa's operations towards future-ready capabilities.
Essential Functions:
Spearhead a global strategy and guide the execution of vital 24/7/365 Level 1 operations for the key domains of Payment Products business pillar. This includes managing key payment products applications and services across multiple datacenters and processing environments worldwide.
Champion the adoption of automation, AIOps, Generative AI, and next-generation tools to enhance efficiency, productivity, and precise operations.
Cultivate positive and fruitful relationships with key Visa clients and client services partners through customer success initiatives.
Collaborate with Visa's Technology, Client Services, Business, Operations &
Infrastructure teams tooperationalize AIOps, next-generation Level-1 support, and client/customer support via phone, email, and ticket channels.
Provide best in class first-level support for production incidents and improve Mean-Time-To-Detect (MTTD) and Mean-Time-To-Mitigate (MTTM), First-Call-Resolution (FCR), Time-To-Escalate (TTE) through monitoring, functional analytics, and incident management.
Set the vision and execution strategy required to transform mission-critical 24/7/365 Level-1 operations with forward-looking technology advancement and adoption.
Act as a liaison between various organizational entities (Product, Cybersecurity, Operations &
Infrastructure, and Client Services), building collaborative relationships with senior leaders of these organizations.
Provide resource plans, monitor budget tracking and forecasting, and manage the organization to achieve target scope, schedule, and cost objectives.