Manager - Visa Direct Documentation

  • 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.

“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.”


Job Description

As part of the global Visa Direct Ecosystem Readiness team, serve as the documentation manager for all readiness-related client and staff artifact needs for the global commercialization of Visa Direct.

  • In addition to providing oversight, this role must also be a technical storyteller—who can elicit, capture and assimilate disparate technical and/or business content (primarily from the knowledge in people’s heads) and present it in a logical and cohesive manner for staff and client audiences globally. 

  • Works in close partnership with the global and regional Visa Direct product teams as well as Client Support and other divisions to develop needs-based content.

  • Review existing and identified materials/needs and work closely with the partners to develop content, materials and identify improvement opportunities. 

  • Responsible for liaising with divisional Subject Matter Experts and coordinating the creation of new material and their ongoing maintenance. 

  • Review readiness-related documentation and documentation repositories available within the Visa.  Understand and analyze the existing processes to create and maintain the documentation.  Implement improvement opportunities.

  • Lead/participate in the efforts to gather and capture knowledge from tenured subject matter experts. 

  • Foster a culture of Knowledge Sharing within the division. Drive adoption of documentation programs.  

  • Mine metrics and feedback, provide reporting to team and management

  • Build Visa Direct content on VOL, Insite, SharePoint, or other repositories as appropriate.

  • Work closely with the Visa University team to tailor training programs based on the needs of the division and implement solutions targeted to reduce the time it takes new hires to come up to speed.

  • Manage and in partnership with Visa University team, maintain learning path for new Visa Direct employees in VU Digital Campus.

  • In close partnership with Visa University, ensure training offerings would work for the diverse employee group within the division and for other client facing organizations that have a role in the Visa Direct pipeline.

  • Drive adoption of learning programs.  Enable on-going on-the-job training.


Basic Qualifications

-          Minimum of Bachelor’s degree or equivalent

Preferred Qualifications

  • Bachelor’s Degree (or equivalent) and 10+ years of experience in creating/writing and managing documentation efforts, preferably in a global technology company

  • Through words and pictures across multiple documents, must be able to create/present content in a way which leads the audience through a building block approach to the knowledge, phases and nuances required to launch a successful Visa Direct program.  A cohesive suite of documents requires the candidate be able to identify gaps in content, define connective information and propose/implement solutions. 

  • Experience managing documentation and knowledge management is a big plus

  • Can-do attitude; must be proactive and solution-oriented, looking for ways to add value and assist the team.

  • Demonstrated ability to multi-task, respond to needs quickly and efficiently and prioritize work with a strong attention to detail.

  • Strong leadership skills.

  • Articulate communicator, demonstrating mastery of both spoken and written English, with the professional confidence and credibility to effectively engage and interact with Senior and Executive management.  Experience working with teams outside the US is a strong plus.

  • Excellent judgment in setting priorities and interacting with internal and external contacts.

  • Demonstrated ability to anticipate the needs of the team.

  • Ability to work well under pressure and respond to tight deadlines.

  • Strong focus on customer service, team player mentality and ability to work collaboratively with others.

  • Fully proficient in all Microsoft Office products.

  • Must be familiar with Visa documentation styles, as well as other broader industry content documentation/presentation approaches

  • Prior Visa or payments industry experience required.


Additional Information

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