Director, Visa Concierge Program

Visa is seeking an experienced, passionate and high-energy professional to lead the Visa Concierge team. This position is responsible for managing the Visa Concierge program for the US, a key service offered to Visa Infinite and Signature cardholders. The position will report up to the Senior Director, Travel & Lifestyle Benefits, and is located in Foster City, California.

Primary Responsibilities

• Responsible for the program management and leadership of the Visa Concierge program

• Lead the cross-functional team for the US Visa Concierge Program, and provide support for coordinated approach and strategies to the Visa for the concierge program

• Collaborate closely with Visa internal clients and stakeholders, including Visa account executives and client-facing teams, US Consumer Credit colleagues and Visa Legal, Risk and Compliance; coordinate resources and support from cross-functional partners
  

• Management and supervision of external vendors/service providers for the US Visa Concierge Program
  

• Develop and enhance analytical techniques / tools and create client-ready data analytics capabilities to monitor, benchmark and report program performance


• Craft and implement Concierge strategy for consumer credit products in the financial institution channel to grow and support Visa’s US credit volume, in alignment with US product strategies
  
  

• Identify, design and implement ways to improvement customer service and enhance operational efficiency by better utilizing technology where applicable to Foster and maintain productive
  relationships at all levels with Visa stakeholders, clients, and external vendors

• Act as subject matter expert on Visa Concierge Program for clients and internal constituents

• Drive project management and execution of key initiatives and product launches for the US Visa Concierge Program, where applicable
  
  

Qualifications

• 10-12+ years of work experience, including program management, vendor management, project or client management

• Experience in developing and managing products/services in consumer-facing industries / B2B2C models, preferred; Visa and financial institutions experience a plus

• Strong collaboration and influence skills to effectively lead cross-functional teams to drive deliverables, projects and engagements to completion
  

• Ability to work independently and collaboratively with proven high level of success / achievement
• Ability to build a team from cross-organizational players
• Excellence in driving customer experience programs, with evidence of tangible business results arising from led initiatives
• Excellent written and oral communication, interpersonal and presentation skills, and the proven ability to influence and communicate effectively
  

• Team player, with a sense of urgency, and ability to thrive in a matrixed organization and multi-stakeholder environment

• Passion for a great customer experience for consumers

• Understanding of call center/service operations;concierge and hospitality services

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