Senior Director, Crisis Management

  • Foster City, CA, 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

As part of the larger Global Business Continuity program, the Crisis Management Program provides direction for overall command and control for events that threaten or impact Visa’s staff, brand, services and business operations.

We are seeking a highly-motivated individual to support the Visa’s Head of Crisis Management team in all aspects of the role as “deputy”, ranging from leading incident management to program implementation and team mentorship. The Senior Director role will have the opportunity to apply leadership, strategic, analytical, process and project management skills to some of our highest profile crisis management activities. This leader will have the opportunity to work with all levels of management and business partners across all lines of business to create and implement innovative solutions to identify, help mitigate, and prepare for various types of risks to the company and will play an integral role in the enterprise-facing components of our crisis management program.

The Senior Director works closely with senior management in Operations, Client Services, Risk, Treasury, Country Managers and other key stakeholders across the enterprise to ensure proper coordination and execution of Crisis Management activities related to the delivery of an industry-leading Crisis Management program.  The individual provides leadership for Crisis Management Teams and collaborates with leadership to set the vision and direction to proactively inspire and drive continuous improvement of policies, standards and procedures.

This Senior Director is recognized as a subject matter expert and authority on crisis management, and may act in the stead of the Head of Crisis Management to provide guidance and recommendations to management and executives across the enterprise during exercises as well as incident response facilitation and decision making during crisis activations.


  • Job requirements

    • Extensive off-hour response and management of incidents that Senior Director would be required to facilitate

    • A minimum of three-year commitment in the role

    • 30% travel

  • Play a key leadership role on Visa’s Crisis Management and Global Business Continuity team

  • Execute annual program to meet regulatory requirements including identifying, structuring, developing, exercising and maintaining crisis management teams and plans for both life safety and business incidents across the enterprise. There are over 70 crisis management teams globally.

  • Assist in defining short and long-term strategy for Crisis Management initiatives including developing roadmaps with actionable plans, driving requirements for each initiative, leading cross-functional internal and external teams, and champion the execution and roll out of these initiatives with a focus on enhancing the protection of life, property, operations and the brand

  • During an incident, responsibilities include activating Crisis Management Teams, facilitating meetings, coordinating activities and communication across all Visa disciplines, and interacting with all levels of Visa management including regular communication with the Executive Committee.

  • Design and drive process improvements through focus groups and task teams that feed into decisions for program improvement

  • Ensure that Incident Management KPIs are recorded and their targets met and accurately reported

  • Lead efforts for better integration of current practices across the enterprise, by assessing existing procedures and protocols and defining the best of breed processes that can be rolled out with key stakeholders

  • Lead the development and implementation of operating strategies and procedures to support crisis management planning efforts for the enterprise as part of a multi-year planning horizon

  • Assist in providing oversight of overall CM performance and readiness capabilities to drive an efficient and effective program, while meeting annual program, audit and regulatory requirements.  This includes the ability to prioritize projects for execution while considering risk, value-add to the program, compliance requirements or enhancing other business area

  • Share knowledge and develop staff capabilities to strengthen understanding of the Visa business including specific topics and best practices.  Inspire and motivate team members to achieve results

  • Works with operational level teams to build out Level 3 Playbooks that connect and have escalation procedures to CM plans


  • Bachelor’s degree; MBA preferred

  • 10+ years working in crisis management function in a leadership capacity

  • Demonstrated capabilities in managing and planning activities related to business impacting crises

  • Possess a demonstrated sense of urgency with the ability to perform well under significant pressure

  • Strong background and experience in project management, program and change management practices

  • Proven track record of success in a matrix organization leading cross-functional teams.  Strong aptitude for project management and collaborating with an influencing key business partners and stakeholders

  • Exceptional management skills with the ability to drive consensus in cross-functional teams; significant experience in managing staff and multi-disciplinary teams

  • Flexible and creative thinker with the ability to define business tradeoffs, generate out-of-the-box solutions and manage uncertainty; proactively identify and solve complex problems impacting management and business direction

  • Ability to lead and influence decisions of others, including senior management

  • Ability to prioritize against many competing interests in an environment of constant change

  • Ability to serve as an advocate and senior thought leader

  • Solid background in developing communications, briefings and presentations to senior executives

  • Have experience and participated in internal and external audits, specifically with regulators

  • Advanced working knowledge of MS Office (Word, Outlook, Excel & PowerPoint) and technologically savvy

  • Position requires frequent travel and off-hour, on-call incident management support

Additional Information

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

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