Project Manager, Customer Experience

  • Austin, TX, USA
  • 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

The Visa Corporate IT group has embarked on a major transformation journey. We will not follow the 'traditional' IT playbook of simply purchasing off the shelf solutions and stitching them together. We are transforming ourselves into a true engineering organization where we put customer experience first, create highly leveraged (and loved) platforms with a heavy emphasis on operational excellence such as ensuring our platforms and services are unbreakable. Where we choose to continue with packaged software we will invent our way around their limitations such as poor UI or scale. 

The Customer Experience (CX) team within Corporate IT believes that great design and efficient processes have the ability to engage and inspire users and we strive to rethink and redefine how users interact with our corporate applications and products.   We are a team of creative and collaborative strategic thinkers, and conceptual problem solvers who make every decision an informed one.  We value precision coupled with a “get it done” mindset, and look for proven skills over big egos.   If you are obsessed with the customer experience, and attacking complex processes, this is the team for you!

At Visa, we have an exciting opportunity for an experienced, hands-on IT Project Manager with a passion for precision, curiosity, quality, efficiency and driving process-improvements that will delight and inspire internal customers.  Our environment is ever changing and requires a Project Manager who is flexible, motivated and can collaborate across cross-functional groups and locations.

Qualifications

Responsibilities:

The candidate will manage cross-company customer experience or process improvement projects for the Corporate IT organization.  The candidate will work with process engineers, user experience experts, technical subject matter experts, internal customers and resource managers across organizational and geographic boundaries to lead the execution of projects.  Responsibilities include:

 

  • Project planning and scheduling
  • Project status reporting
  • Maintain project level tracking and reporting of budgets and forecasts, including explanations for any variances
  • Manage tasks and coordination of resources assigned to the projects
  • Provide leadership and oversight of project performance and ensuring compliance with project management and cybersecurity methodologies
  • Risk identification and management
  • Identification, management and resolution of issues and conflicts
  • Communication of issues and action items with assigned owners
  • Maintain document repositories and collaboration sites
  • Demonstrate and leverage strong business and financial acumen
  • Collaborate with cross-organizational functions to deliver on objectives
  • Evangelize the virtues of customer experience, organizational change management and process excellence

  • Work with virtual teams located in different time zones and with differing cultures

  • Manage through influence and leadership, but without direct management authority
  • Influence customers and stakeholders, and properly manage divergent expectations
  • Maintain excellent internal and external customer relationships
  • Identify areas of improvement within Corporate IT, and lead the delivery of improvements in process, tools, quality of adoption and customer experience

  • Work with process owners, process engineers and stakeholders to lead efforts to re-engineer processes to be simple, nimble, repeatable, measurable, achievable and continuously improved

  • Represent the CX team and be a strong, vocal customer/user advocate

  • Be an agent for change

 

Qualifications:

  • Bachelor’s degree in project management, finance, economics, business or information technology
  • 10+ years of hands-on Project Management experience, including a minimum of 5 years with large or complex (12+ month duration, $1-$5 million budget) IT projects with core teams of 10 or more core team members and extended teams of 30-50+ members
  • Track record of on-time, on scope, high quality implementations
  • Self-motivated with the ability to exercise independent judgment with minimal direction from senior management
  • Ability to coordinate activities within cross-divisional and cross-functional teams
  • Strong leadership qualities and organizational skills with the ability to adapt quickly to changing priorities and assignments
  • Excellent verbal, written, and presentation skills; in particular, demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally
  • Well-honed influencing skills; ability to negotiate and gain consensus between organizations where competing priorities exist
  • Strong process orientation and a solid understanding of project management techniques, methodologies and best practices
  • Candidate must have demonstrated and be prepared to exhibit extensive initiative and ownership of project success
  • Ability to analyze complex project situations, set goals and objectives, and manage situations to satisfactory completion
  • Simplifier, able to break-down ambiguous or complex processes into manageable and actionable chunks and demonstrate progress

  • Collaborative and flexible, able to draw together and work with cross-functional and geographically dispersed teams

  • Curious and creative, able to push boundaries, ask “why?” and “why not?”, and is tenacious with problem-solving

  • Strong verbal and written communication skills as well as listening skills

  • Understanding of User Experience and Design Thinking principals, tools and techniques

  • Self-driven, able to work independently

  • Strong customer service and analytical skills required

  • Must have a passion for championing customer experience

  • Experience utilizing financial tools and strong acumen in managing complex Project financials

  • Proficiency with Microsoft Office products for Windows including Word, Excel, SharePoint and Visio

 

Additional Information

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 [CC1] 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.

“Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.”

 

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