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.

Reporting to the SVP, Global Customer Care Services (GCCS), the Communications & Engagement Manager will bring a strategic discipline to leading and elevating communications and associate engagement within a passion-filled and customer-centric organization. The successful candidate is innovative, and creative. He or she will be responsible for the creation and execution of the GCCS associate engagement and communications strategy, as well as the program development and multi-faceted communication channels of the developed strategy. The successful candidate will also lead by example, by managing and developing a strong internal team as well as providing strategic support to the GCCS leadership team. He or she will excel with partners by collaborating with key internal stakeholders to develop the plans necessary to promote and enhance GCCS’s Employee Value Proposition. With a proven understanding of all parts of communications, the successful candidate will work seamlessly across the organization from the executive leadership team, front-line team members and key partners to ensure alignment and rally the team around a common vision and voice. Most importantly, the successful candidate will enable the organization to leverage the communications function as an integral part of the organization’s strategy, authentically sharing GCCS’s story to show case our portfolio of products and services, amazing team members and our Visionary Strategic Roadmap. 

The Communications & Engagement Manager specific responsibilities will include, but not be limited to the following:

• Develop and implement an integrated strategic communications and social media plan to advance GCCS’s brand identity and broaden awareness of its portfolio of products and brand programs and team member assets.
• Experience in developing, implementing, managing and enhancing an effective and impactful associate engagement program to enhance and sustain associate excitement and commitment building upon and complimenting Visa’s Leadership Principles.
• Develop, implement and maintain metric system to ascertain impact of overall associate engagement and communications effectiveness, relevance and impact.
• Ensure aligned, value-added associate engagement programs.
• Ensure that the communications strategy aligns internal and external messaging, branding priorities, the social mission, and corporate communications initiatives.
• Partner with peer functions in running the day-to-day communications strategy of a fast-paced organization, with the ability to drive flawless execution, pivot as needed, and provide leadership as a "player/coach."
•  Establish and direct internal and external communications programs to support specific objectives of GCCS’s businesses as well as GCCS’s vision, mission, and enterprise goals.
• Oversee implementation of communications strategies and tactics to ensure that clear and consistent messages reach appropriate audiences.
• Establish strong, collaborative relationships with GCCS’s senior leadership team and partners; define a clear and compelling vision for organizations communications and associate engagement.
• Lead and optimize the efforts and capabilities of the communications and associate engagement team.
• Executive Communications; Serve as counsel to GCCS leadership team, advising on approach to emerging issues and/or untapped opportunities. Build and maintain a thought leadership platform for the executive team.
• Lead the team to cultivate and enhance meaningful relationships and create strong team unity and an engaged organization where every associate takes personal responsibility, ownership and pride for GCCS’s and Visa’s success.
• Elevate and manage the in-house communications and social media team to support the achievement of department goals.
• Work with team to recognize internal and external communications and social media opportunities and solutions, and define and execute appropriate strategies to support them.
• Establish department priorities and individual goals and subsequently monitor progress and performance against those.
• Be hands on in the development of messaging and other materials for priority initiatives.
• Liaise with all departments to ensure all outward communications are on-brand, and strategically aligned with GCCS’s organizational goals.
• Demonstrated courageous leadership which is evident by one’s willingness to challenge our “way of work” to maximize and enhance our resources.
• Outstanding communications skills. The ideal candidate will routinely take complicated issues and create concise communications deliverables to effectively articulate the company’s point of view.
• Excellent writing skills, attention to detail, and ability to navigate ambiguous issues to create concise messaging and plans.
• Demonstrated track record of working closely with senior leaders on communications strategies and activities.
• Ability to work effectively under deadlines and manage multiple projects simultaneously.
• Experience in planning and executing multi-faceted communications and associate engagement programs.
• Impeccable organizational skills.
• Demonstrated and successful background creating impactful and engaging content and messaging for diverse audiences across a variety of formats.
• Able to influence, facilitate groups with diverse perspectives and bring teams to consensus alignment.
• Energetic, flexible, collaborative and proactive; a team leader who can positively and productively impact both strategic and tactical initiatives.

• An undergraduate degree, preferably in marketing or communications.
• A minimum of five years’ experience in a leadership position supporting various levels including up to executive leadership and key organization partners.
• A highly successful track record in a world-class, with a proven success track record in collaborating up, down, and across a matrixed culture in a fast-paced environment.
• Exceptional leadership skills and demonstrated ability to build, mentor and coach team members in a results oriented environment.
• Demonstrated track-record collaborating across a values-driven and also high accountability culture.
• Demonstrated experience serving as the voice of communications driving to a shared set of priorities.
• Demonstrated ability to manage multiple priorities in a fast-paced, dynamic business environment.
• Innovative thinker who has a POV on leveraging new media technologies to the benefit of the organizations they work within.
• The ability to operate as an effective tactical and strategic thinker with a track record for translating insights into action plans and results.
• Extensive writing and editing experience.
• Global and/or multi-location program management experience.
• MUST be local or willing to relocate to either Austin, TX or Miami, FL

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

“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.”