Sr. Director, Platform SRE and Customer Exp

  • Full-time
  • Job Family Group: Technology and Operations

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

Platform as a Service is the owner of large scale shared multi-tenant platform that serves hundreds of applications and thousands of individual users across Technology, Business, Operation, and other teams within Visa who uses big data platform on daily basis.  The Sr Director, Customer Experience and Platform SRE will lead customer engagement and shape platform policy and governance for the large scale shared multi-tenant big data platform.

This Sr. Director is responsible for understanding Data Platform's strategy, and partnership with customer teams by understanding their requirements, needs, and properly align and shape platform governance and policy to enable long healthiness of the the large scale shared multi-tenant platform.

This role leads a team of day-to-day execution of client engagements and engineering functions.

Essential Functions:

- You will own customer experience with big data client teams across Technology, Business, Operation, and other teams within Visa who are the customers of the big data platform.

- Strategically communicates Data Platform Vision, Innovation, Roadmap to audience teams

- Enable, empower, and share best practices and guidances with the big data ecosystem. Shape the governance and policies on the big data platform that guides the overall user interaction with the platforms.

- Lead a team of engineer and customer engagement that works with customers and platform SRE on daily basis.

- Regularly review and learn from from customer interactions and platform operations to shape and re-shape engineering practices as well as platform governance.

- Lead the SRE culture in the team by solving customer needs and operational issues with software engineering practices, policy hardening, and automations.

- Build and elevate the team by attracting top talent.

- Define success criteria and metrics both within the team and share with customers.

- Collaborate with engineering team on Platform Portal.  Champion for customer needs and causes.

- Interact regularly with client teams, and executives worldwide to ensure platform strategy and execution is aligned with customer needs.

Qualifications

Basic Qualifications

- Bachelors degree in computer science or equivalent field

Preferred Qualifications

- MBA or Master's Degree in computer science or equivalent field

- Experience in customer engagement, best with Hadoop environment

- Experience in engineering and software development

- Strong organization skills with ability to prioritize and lead multiple projects/events at a time while paying close attention to detail

- Solid ability to problem-solve and think strategically.

- Ability to conduct research and shape the problem space in ambiguous settings

- Collaborative approach to work with cross-functional teams

- Self-motivated; able to work independently while coordinating activities with cross-divisional teams in remote locations

- Team player; able to communicate with technical and business experts at all levels of the organization

- Excellent verbal, written and presentation skills are required.  Demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels

Travel Requirements 

This position requires the incumbent to travel for work 15% 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, and reach with hands and arms.

 

Additional Information

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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