About Visa:

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. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages 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.

Client Support Services (CSS) 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 and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products and services globally, CSS is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS,  CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Global Client Support Services works with issuers, acquirers, processors and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back office support and customer performance reporting.

Operational senior director role responsible for development of departmental strategy, delivery of operational excellence, adherence to contractual obligations, P&L ownership and management of strategic partnerships. Role provides leadership to managers, and/or professional staff. Role is responsible for developing departmental plans, including, but not limited to, business, production and/or organizational priorities.

Critical senior leadership role will design, build, and lead consumer servicing operations in support of Visa’s
product initiatives. Focus on cutting edge payment solutions including ecommerce, virtual wallet, and mobile products. 

• Design, implement, build and then lead world class, high performing, consumer facing, customer service operations in support of Visa’s online/ecommerce initiatives and self-service strategy.
• Design and build service operations to meet Visa’s consumer facing needs.
• Develop and implement social media servicing model.
• Ongoing delivery of world class customer service.
• Products may be used globally, multi-regionally, or regionally and support is to be delivered in multiple languages to meet the needs of clients.  
• Ensure timely and effective resolution of client issues consistent with client support metrics, collaborating with other functional groups as needed.   
• Results will be measured in terms of new revenue, client satisfaction, consumer satisfaction, operating margin, unit cost, etc. 
• Incumbent will work with product teams in designing the servicing elements of ecommerce products; will work with sales and account management teams in selling Visa’s products and securing contracts; and will lead operations in delivery against service commitments.
• Develop and implement a self-servicing model strategy with direct impact to the P&L.  
• Incumbent will be managing an operation’s budget.
• Incumbent will report into the SVP of Global Customer Service and will lead a global servicing organization of approximately 100+ team members. 
• Position based in Miami, Florida with domestic and international travel required.

• Bachelor's Degree required, Graduate School/MBA preferred.
• 15 + years’ of experience in top consumer and/or technology companies with extensive experience driving strategic business cycles.
• Demonstrated track record of developing business strategies based on business objectives and executing programs that deliver measurable business results.
• Experience in the financial markets, technology development and self-service implementation tools of call center technologies.
• Superior knowledge in digital customer care technologies including Social Media, Chat, etc.
• Experience in vendor and BPO contractual negotiations and management including but not limited to RFP, RFI, etc.
• Strong analytical, strategic thinking, negotiation, influencing, conflict resolution, inspirational and inclusive leadership skills. 
• Strong associate development and advocacy track record.
• Experience in organization transformation and change management.
• Experience in metric and reporting development.
• Experience in Product Management.
• Experience in Compliance & Audit review and delivery.
• Advance written and oral communication skills.
• Self-driven and highly motivated.
• Demonstrated teamwork and relationship building skills, leading by influence and example.
• Advanced knowledge of online financial products of call center tools and processes.
• Experience in credit card industry and superior ability in mobile and ecommerce a plus.
• Experience in developing and implementing successful loyalty programs preferred
• Experience in multi-language, regional support and engagement a plus.
• Experience in driving market conversions and/or adoption of new categories and sales and/or trade marketing experience a plus.
• Travel 20% to 30%

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