Senior Director - Information Development

  • 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

CyberSource is a Visa company, a global leader in Fintech. We offer a full-service payment management platform for ecommerce merchants combining global payment processing, fraud management and payment security systems that empower our clients in over 190 countries. The world’s largest online merchants use the power of our payment solutions to innovate, optimize and grow their business. We are looking for talented, articulate and bright individuals who want to make a difference.

This role is responsible for leading all aspects of the CyberSource Information Development (InfoDev) organization, including technical documentation deliverables for both U.S. and global merchants and partners, as well as internal stakeholders. Oversee the localization program for the Business Center’s user interface and online help.  Manage and understand the ongoing effort to move from unstructured content to structured content, including the use of our new integrated authoring and publishing systems. Provide ongoing financial and resource planning, and management of technical writing staff and contractors. Actively collaborate with other functional teams at CyberSource, promoting the importance of quality documentation and the impact it has on our customers.

Primary responsibilities:

  • Lead and guide the technical writing team that creates and maintains the CyberSource and Authorize.Net product specific technical documentation for all new and existing products, including APIs documentation (250+ documents currently in library).

  • Drive an initiative to modernize and simplify current content and website to enhance our customers’ experience when searching and utilizing technical documents.

  • Work closely with the functional leads (Customer Support, Product Management, Sales Engineering, Technical Account Managers, and Project Managers) to understand product features, updates, and releases. Represent the voice of the customer through technical documentation with these stakeholder groups.

  • Drive the completion of the Structured Authoring Initiative (SAI), which includes implementation of our content model, taxonomy, metadata, terminology, and workflow.  Work closely with the MAPPD team, Adobe, and vendor teams that can assist in this effort.

  • Identify possible enhancements that could improve overall efficiency and productivity through tools, simplification, documentation elimination, etc

  • Ensure the documentation localization effort, overseen by Director of Localization and various vendors, meets market and client need and is developed in the most efficient and practical manner. 

  • Develop strong working relationships with the Business Product Managers and Solutions Product Managers to understand their needs, product roadmaps, and Agile methodologies.

  • Manage the monthly delivery of the CyberSource and Authorize.Net Product Notes, which describes the release, as well as provides forecast information to our internal, client-facing teams.

  • Manage the authoring, editing, and publishing efforts of the Publishing/Doc Architect and the Technical Editor, looking for ways to improve our content, processes, and workflow.

  • Work closely with the Web Marketing and Developer Center teams to help develop the technical documentation website landing pages to take advantage of our structured content that can be used across both sites.

  • Promote staff development by holding regular staff and individual meetings, as well as  

    mid-year and yearly performance reviews.

  • Manage all financial, forecast, and resource planning, including all staff costs and expenses



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+ years of relevant experience (technical writing, technical editing, and computer programming)

  • Familiarity of the payment industry, with a deep understanding being a plus

  • Familiarity of APIs, with a deep understanding of classic (SOAP, SCMP), and RESTful, being a plus

  • Experience using, and knowledge of DITA, XML, and structured authoring tools, with Structured FrameMaker being a plus

  • Experience with localization and internationalization requirements, particularly, with documentation and online help.

  • Experience and knowledge of developing content models, taxonomy, and metadata

  • Strong understanding of CyberSource’s authoring and publishing systems (Adobe FrameMaker, Adobe Experience Manager, Adobe’s DITA Plug-in, and FrameMaker Publishing Server)

  • Strong interpersonal, facilitation, collaboration, and leadership skills along with effective communication (both written and verbal) skills

  • Strong skills in developing and delivering presentations to audience varying from technical staff, stakeholder teams, vendors, and executive staff.

  • Demonstrated ability in leading and developing a team of both local and remote writers, as well as global stakeholders.

  • Strong ability to work in fast-paced, rapidly changing, high-pressure environment.

  • Excellent collaboration and team-building skills, with a willingness to provide coaching and career development to a diverse team of technical writing experts.

  • Strong ability to influence a broad and diverse group of stakeholders across the corporation.

  • Bachelors/Master’s Degree 

  • Excellent organizational skills, with a strong attention to detail.

  • Be able to work on multiple projects at one time with changing priorities and commitments.


Additional Information

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

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