Senior Director, Incident Management Optimization

  • Foster City, CA, USA
  • Full-time

Company Description

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

The Senior Director for Incident Management Optimization will be responsible for driving improvements to and standardization of the overall end-to-end incident management process for CyberSource and 

In this role you will be responsible for: optimizing and maintaining the Incident Management playbook and all artifacts and processes therein, supporting the development and adoption of scalable processes for global acquiring partners, and management of the resolution of high profile incidents. You will be required to interact directly and persuade multiple levels of management and global cross functional teams to successfully implement improvements that ensure we deliver a great client experience if/when incidents occur. 


Basic Qualifications

  • 12 years of work experience with a Bachelors Degree; 10 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD); or a minimum of 5 years of work experience with a PhD


Preferred Qualifications

  • 15-18 years of experience with a Bachelors Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)

  • 10+ years of relevant experience working within a fast-past technologically driven company

  • 5+ years demonstrated leadership / management experience

  • Knowledge of and experience working within the payments industry and process redesign / operations strongly preferred

  • Strong knowledge of technical support industry, best practices, metrics, processes and infrastructure

  • Experience in dynamic environments with shifting priorities in delivering client facing implementations

  • Strong capability to develop and present clear and persuasive communications and presentations both horizontally across the organization as well as vertically to senior management

  • Ability to work accurately with a sense of urgency, and deliver under tight deadlines/time frames

  • Role requires the ability to be on-call during off-business hours

  • Strong critical and strategic thinker with the ability to make decisions with incomplete data

  • Team oriented, collaborative, diplomatic, and flexible, with excellent presentation skills, including exceptional oral and writing capabilities

  • Advanced level of Excel, Word, Outlook and PowerPoint required

  • Bachelor´s degree required; degree in hard sciences, Computer Science, MIS, EE, CE or economics preferred

  • Advanced degree, MBA, Six Sigma, and/or strategic consulting experience preferred

Additional Information

Essential Functions

  • Develop and optimize the processes, procedures and artifacts to standardize and efficiently manage incidents, i.e. playbook, top clients mapping, processor escalation contacts, process flows, etc.

  • Project management of the incident management initiative(s),  facilitating working sessions with the core team, managing the overall project plan and work streams, and preparing materials for executive-level discussions

  • Responsible for driving the development and deployment of tools used for incident handling, monitoring and communication, i.e. client notification tool, status dashboard, etc.

  • Management of the development and refinement of internal/external communication processes and materials, i.e. merchant incident reports, support notifications, status dashboards, formal client communications, etc.

  • Responsible for partnership across functions to drive product and technology improvements to harden the platform and develop tools to alert on incidents and monitoring

  • Ownership of high priority incidents and escalations for CyberSource/ ensuring all processes and downstream actions are followed

  • Incorporate internal and external feedback into the overall incident management strategy, processes and tools and drive messaging to executive leadership

  • Partner with Visa’s Crisis Management and Business Continuity teams to update and refine response plans and to meet annual corporate requirements (e.g. table top exercises, plan activations)

  • Partner with cross functional teams to optimize incident management process for global acquiring solutions

  • Develop and maintain key operational artifacts, documents and processes to drive scalability and standardization of incident management process with global client services organization

  • Develop and support dashboards and scorecards to track KPIs, performance metrics and goals for global partners


Travel Requirements

This position requires the incumbent to travel for work 25% of the time.


Mental/Physical Requirements

This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.


EEO Statement

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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