Program Manager - Process and Tools

  • Foster City, CA
  • Full-time

Company Description

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

Job Description

Reporting to the Director, Agile Practices, Process and Tools, the Program Manager of Product Development Process is a senior, hands-on role responsible for managing the administration
of Rally, our Agile Application Lifecycle Management (ALM) tool for a cross-functional team of more than 700 technology and business users across multiple product development programs. This will include providing consultation and training to individuals and groups on how to best leverage these tools in support of planning, defining, and developing digital and mobile products and services. The Program Manager will also work very closely with the rest of the Agile Practices, Process and Tools team to configure, customize and enhance tool capabilities and create custom dashboards to match the changing needs of the organization. Additionally, he/she will oversee Rally licensing, forecasting and budgeting activities, develop advanced, configurable custom dashboards for Program Metrics, Kanban Metrics and Data Hygiene, and oversee all advanced user training/user technical support
activities. And finally, the Program Manager will collaborate with the Agile Coaching team to make process improvements based on feedback from users, and help define and document new requirements as needed.


  • Manage the administration, configuration and support of Rally, our Agile Application Lifecycle
    Management (ALM) tool.

  • Provide consultation with a wide variety of stakeholders, including the organization’s
    leadership teams, managers, and staff, as well as with our Product and other partners.

  • Ensure that our broad user communication understands the full range of capabilities
    that Rally provides in best meeting our portfolio management, planning, product development, and reporting needs, as well as performing a wide variety of trouble-shooting and problem-solving activities. This requires an understanding of the Product Development Life Cycle (PDLC) and supporting portfolio management and execution processes, and the roles Product Owners, Scrum Masters, Developers and Testers play on each team.

  • Lead the evaluation of business and technical requirements for integrations with other tools (e.g., JIRA, Confluence Wiki, GIT/SVN, HP Quality Center, etc.). Also, lead the evaluation of new tools for the organization as our needs evolve.

  • Capture and document requirements for all tool configuration and enhancement needs in
    support of the end-to-end DMPD Agile process.

  • Provide day-to-day operational support (including user administration, configuration, customization, troubleshooting and resolution of user issues), and serve as primary liaison
    with the Rally software vendor’s technical support teams.

  • Handle general set up, configure the subscription, administer projects and set-up of the project hierarchy, set up teams, customize the Rally workspace, administer users, manage users and permissions, handle password resets and login issues, view and track total licenses and remaining seats, set up the profile, import work from other sources, support Integrations, connectors, apps, customize dashboards, etc.

  • Assist users with understanding the capabilities Rally provides in best meeting our portfolio management, execution, and reporting needs, as well as performing a wide variety of trouble-shooting and problem-solving activities. This requires an understanding of the Product Development Life Cycle (PDLC) and supporting portfolio management and execution processes, and the roles Product Owners, Scrum Masters, Developers and Testers play on each team.

  • Collaborate with the Agile Coaching team to define and run various reports required to understand portfolio, program, and release progress and status, as well as KPI’s and metrics.

  • Manage tool vendor relationships, including serving as primary point of contact, ensuring service levels are met, monitoring system and vendor performance, and tracking licenses, and any professional services work and associated costs.

  • Supervise and create various tools and documentation (e.g., FAQ’s) required to support Rally
    onboarding and training of new and existing users.

  • Supervise and manage advanced user training and onsite coaching for Rally capabilities across all locations.

  • Build and maintain effective working relationships with counterparts across Digital
    & Mobile Product Development and Digital Product teams, as well as other
    business and technology organizations across Visa.


  • 7-10+ years’ progressively more responsible experience in directly relevant roles such as Business/Process Analyst, Systems/Technical Analyst, Product/Systems Development Life Cycle (PDLC/SDC), Process Improvement and Re-engineering, Product Development, Program Management, and/or Technology/Business Consulting.

  • 2+ years of experience in system/tool administration, configuration, and support analyst experience. Rally and JIRA/GreenHopper/Jira Agile, Confluence, VersionOne or Clarity experience highly preferred.

  • 2+ years of experience working in an Agile environment with a strong understanding of Scrum, Kanban and Scaled Agile, as well as the roles Product Owners, Scrum Masters, Developers and Testers play in the Agile environment.

  • 2+ years of experience supporting development and management of products in the digital and mobile, ecommerce, payments technology and processing, and/or financial industry space highly preferred.

  • Superior problem solving and trouble-shooting skills with a proven ability to exercise sound judgment in order to solve complex issues, recognize business critical situations, and escalate as needed. Highly detail-oriented.

  • Outstanding written communication, analytical and problem-solving skills.

  • Proven ability to create a variety of documents, dashboards and presentations suitable for technical, business, and executive audiences using a variety of tools.

  • Extremely high attention to detail with ability to synthesize information from multiple sources and distill it visually and/or in crisp, clear language appropriate for a wide variety of audiences.

  • Excellent problem solving and trouble-shooting skills, with a proven ability to exercise
    sound judgment in order to solve complex issues, recognize business critical
    situations, and escalate as needed.

  • Strong verbal communication, presentation, collaboration and teamwork skills with demonstrated ability to gain trust, secure buy-in and influence change at all levels.

  • A highly collaborative, energetic team player with demonstrated ability to be flexible, diplomatic, persistent, and energetic.

  • Comfortable with ambiguity, open to change, and able to thrive in a “startup” environment
    within a large, established company.

  • Advanced proficiency in the use of Microsoft Office tools (Word, Excel, PowerPoint, Visio, Project, and SharePoint) required.

  • Strong service orientation. Enjoys working with people and helping them resolve technical issues.

  • Strong and technical orientation. Some coding and scripting (e.g., Javascript), and database querying a plus.

  • Demonstrated ability to assist in the development and delivery of user training in classroom
    and informal group or 1:1 settings.

  • BA/BS required (or equivalent experience) with degrees in Business Administration, Computer Science, Engineering or related fields preferred. Master’s degree is a plus.

Additional Information

All your information will be kept confidential according to EEO guidelines.