Director, Product Manager, Customer Support Tools

  • Bellevue, WA, USA
  • Full-time

Company Description

Location: Bellevue, Washington or Austin, Texas

As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable and secure payment network – enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays.

Job Description

Product Managers are the architects of CyberSource product offerings and the key drivers of product line success and adoption by the merchant and partners. They drive the vision & strategy of the product line and its delivery and execution across the organization. CyberSource is launching innovative new products in the payment space. CyberSource partners with merchant acquirers around the globe to provide integrated merchant acceptance solutions to merchants of all sizes.

The Customer Support Tools Product Manager will have the responsibility to implement the strategy and solution for CyberSource’s internal Customer Support Tools. He/she will lead definition of business requirements and development of a global product roadmap for Customer Support Tools to support CyberSource’s global merchant/acquiring business.


  • Define and drive implementation of the end to end CyberSource merchant and partner Support Tools for all partner and merchant segments from SMB to Enterprise.
  • Define the overall product strategy, product roadmap, and business plan for the Support Tools solution.

  • Work closely with other Product line owners, marketing, sales, Support, customers, partners and engineering teams to define and develop detailed product/ business feature requirements.

  • Participate and sign off in product demo. Ensure product features are well understood and implemented as requested.

  • Evaluate new product opportunities and bring forward proposals for products and features to improve the Support Experience.

  • Define and drive Customer Support efforts across all existing and new product features.

  • Actively prioritize product backlog and participate in release planning ceremonies.


  • Bachelor’s degree in Finance, Computer Science, Engineering, or equivalent experience

  • 7+ years of progressive experience working on UX or UI features with an agile development team or in the Payments space

  • Adept in Agile development methodologies

  • Strong project management skills and demonstrated ability to coordinate multiple parties to deliver a product

  • Strong product management experience UI/UX development, or CRM applications

  • Responsible for value proposition definition and communications, product differentiation, cost/benefit analysis, and executive presentations

  • Creative spark – in product innovation, product management, and finding ways to get things done

  • Demonstrated strength at building relationships, highly motivated, strong sense of urgency, ability to motivate others

  • Excellent written and oral communication skills with a flair for getting people excited

  • Strong desire and aptitude to be very hands-on and interactive with internal users

  • Team player, with proven track record of taking initiative and ownership of responsibilities and deliverables

  • Financial services/payments, ecommerce, and mobile commerce industry experience a strong plus  

Additional Information

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

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