Senior Director, Head of Knowledge Services

  • 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

The Knowledge Services team is an in-house group dedicated to providing exceptional research support to Visa teams globally.   The team provides a custom research inquiry service to answer a range of questions faced by Visa teams across the globe.  

In order to provide the best research and access the latest insights from experts, Visa subscribes to a number of research vendor solutions. The team is responsible for building relationships with the third-party market research vendors, assessing which vendors/ vendor solutions Visa should have access to, and managing those subscriptions within our overall budget.

Lastly, the team manages an internal information portal called the Knowledge Center, a centralized website that brings together business intelligence from third-party vendors with internal research and analyses.

The Head of Knowledge Services will be responsible for leading the Visa Knowledge Services team. He or she will be responsible for setting the vision for the Knowledge Services team, and helping the team execute against that vision. He or she will lead the activities highlighted above, develop the metrics to assess success of Knowledge Services and track progress against those metrics. He or she will also support the day to day activities of the team, including managing and coaching the Knowledge Services team members, managing the team budget, and supporting the team on individual research needs as needed.

The position will be based in Foster City, CA.


·       Set and execute against the vision for the Knowledge Services team

·       Demonstrate thought leadership and raise the profile of Knowledge Services across the organization

·       Manage and coach the Knowledge Services staff

o   Provide guidance on best practices for responding the research inquiries

o   Support individual career paths and development

·       Evaluate third-party market research providers

o   Build relationships with market research vendors

o   Negotiate and execute contracts with those vendors

o   Manage the team’s budget

o   Continue to refine the set of research vendors Visa works with based on shifting business needs, market trends, and cost

·       Build relationships with internal business units/clients

o   Understand clients’ information and data needs/gaps

o   Address information gaps within the company through research activities

o   Promote usage of the Knowledge Services team and its resources within Visa

o   Identify topics of interest to the broad organization, and host educational webinars with experts (both internal and external)

o   Work with internal technology to maintain the Knowledge Center website

·       Manage the more complex research requests.

·       Oversee the Knowledge Center information portal

·       Constantly look for opportunities to improve the management and delivery of information and intelligence


·       10+ years of experience managing a corporate information center or knowledge/information services team

·       Highly desired: previous experience in at least one of the following:

o   Market research vendor

o   Business consulting

o   Banking or payments industry

·       Education

o   Bachelor's degree from top-tier institution or similar academic experience required

o   Graduate degree in library or information science preferred

·       Strong communication skills

o   Ability to communicate effectively, and deal with ambiguity and demonstrate strong attention to detail

o   Personal presence and ability to clearly communicate compelling messages to senior managers and internal business partners

o   Strong interpersonal and leadership skills to influence and build credibility as a "peer" with functional and regional leaders within Visa

·       Budget management

o   Ability to negotiate and manage contracts with research vendors

o   Ability to assess and trade-off

·       Team management

o   Strong focus on customer service and support

o   Willing and able to work under tight timelines

o   Must be organized, proactive, curious and solution oriented, looking for ways to contribute added value; Possess strong planning, problem solving, teamwork and relationship-building skills

o   Expertly capable of gathering, analyzing, synthesizing, and delivering business intelligence to internal clients.

·       Active interest in knowledge services and management, keeping in touch with information industry trends and innovations 

·       Commitment to continuous training and improvement of employees throughout the knowledge services function

·       Self-starter, team oriented, collaborative, diplomatic, and flexible, with excellent presentation skills, including strong oral and writing capabilities

Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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