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.

Functional Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to the Product and Technology organizations, bringing the voice-of-the-customer into the design, development and successful deployment of Visa products and services. In addition to supporting client implementation of Visa products & services globally, Client Services is also responsible for a host of critical services that support the broader Visa organization and clients, including: Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools.  Across time zones and borders, we provide clients with a comprehensive set of services to help their business perform.  We are trusted partners to Visa’s clients, providing expertise to onboard, service and successfully grow their business.

Visa’s CyberSource business is a leading e-commerce platform for merchants and acquirers, enabling them to transact securely in both digital and face to face environments.  The platform provides payment processing and enhanced fraud management capabilities for all payment types. A single connection to CyberSource can enable a merchant to conduct global business without the merchant having to integrate to local payment providers / methods one by one, significantly improving their go-to-market speed. This works in harmony with CyberSource's Decision Manager, the world's largest fraud detection radar allowing clients to combat fraud effectively.  The solution is white-labelled to acquirers across the globe.

Position Summary

The Vice President, CyberSource & Authorize.Net Service Delivery leads a professional services organization responsible for overall strategic engagement and operational account management, technical product support and solutioning, implementation, project management, and business optimization for CyberSource and Authorize.Net clients globally – both merchants and acquirers. Recognized as a key thought partner to our clients in terms of best in class approaches to payments, integration approaches and the Visa authority for all operational aspects of the CyberSource and Authorize.Net platforms within Visa and our Client organizations, this role will report to the Head of Global Platform Service Delivery. Engaging with clients across the globe on a daily basis, the function plays a critical role in shaping client interactions, providing informed counsel, identifying opportunities and informing the client, product and technology organizations with feedback and insights.  The role provides functional and technical leadership for all operational activities for Clients, driving cross-organizational delivery of services to customers.  Defines and deploys client service, business analysis and service implementation strategies to deliver effective, efficient and consultative support and project management that aligns to Business Development, Client and Client Support Services business goals and objectives.  Identifies creative solutions to support new product extensions and offerings, identifies opportunities to productize key services and drives optimal customer experiences and internal efficiencies.  Represents the voice of the customer to internal stakeholder organizations through accurate business 

requirements and ongoing advocacy.  Takes lead on crisis and incident management activities, working in partnership with technology and the business. Builds a strong and cohesive team through coaching, setting strategic direction and working knowledge of Visa, merchant and acquiring businesses, technology and operations.

 Responsibilities

• Provide leadership, strategic direction and management for a global team of senior leaders  establishing a customer focused, performance based culture
• Strategic partner to the CyberSource and Authorize.Net business and leadership team, with specific focus on operations and client services.
• Lead functional and cross-organizational analysis, client service delivery, implementation management, crisis and incident leadership, and other technical and operational support needs to ensure that product, sales and client initiatives are successful and that we collective achieve business goals.
• Implement strategies, technologies, programs and tools focused on delivering best in class experiences and services to merchants and acquirers, increasing operating efficiencies, driving incremental revenue, and increasing client satisfaction.
• Provide leadership, creativity and strategic guidance during the various phases of the development and commercialization process for new products to ensure all necessary tools, processes, procedures, documentation, and staffing are in place to support successful scalable solutions and deployments.
• Represent the voice of the client across Visa on all matters related to strategic integrations/best practices, operations, technology and business optimization. 
• Establish and foster relationships with acquirer and merchant clients at all levels, in the business, operational and technical functions.  Elevate key operational decisions to identify where they become strategic.
• Support Sales in business development efforts as required providing business analysis, technical product expertise and delivery overview for the implementation and support of Visa IP&E products and services.
• Play an active role on both the Client Services and CyberSource/Authorize.Net leadership teams.
• P&L management for all aspects of the CyberSource and Authorize.Net operations
• Internal and external escalation point for critical operational decisions affecting cardholder experience, transaction authorization and daily settlement.  As part of Visa’s Incident Management Process, directs event management outreach efforts with clients when severe incidents occur that impact authorization, network connectivity, settlement or other key areas of service delivery

Basic Qualifications:

• 12 years of work experience with a Bachelor’s Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/MBA/JD/MD) or at least 8 years of work experience with a PhD

Preferred Qualifications:

• 15+ years of demonstrated success in leading large, geographically dispersed operations, technology, client support teams.
• Functional experience in technology and operations supporting highly complex clients and/or services as well as transaction processing for merchants and/or acquirers.
• Demonstrated experience supporting product extensions and developing creative engagement models.  Flexible thinker able to adapt to diverse challenges, demanding clients, different regional norms and dynamic operating environments.
• Natural collaborator, with excellent communication skills and strong executive presence. Must be disciplined and comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels and organizations internal and external to Visa.
• Superior strategic and analytic skills, capable of clearly communicating a vision to his/her team, the company and our clients. Demonstrated success in executing strategies, across cross-functional global teams.
• Deep background of demonstrated success, with keen commercial acumen, with a focus on commercial success, operational efficiencies and financial results. Makes sound business and organizational judgments and thoughtful decisions, with short and long-term strategic goals in mind.
• Cultivates deep partnerships with current and potential internal/external partners. Understands the payments and services industries and can link client needs to opportunities for future service and support developments or enhancements.
• Effective leadership and people management skills, with a focus on developing diverse, high performing teams and fostering an inclusive culture that is collaborative and inquisitive. Develop career pathing and work to build succession within CSS and Visa broadly.
• Exhibit relevant and consistent leadership behaviors in team management, client communications and internal interactions with teams, peers and senior management. Work effectively across a global matrix organization.

Work Hours:

• Incumbent will make themselves available during core business hours and to support global mission critical escalation issues.

Travel Requirements:

• This position requires the incumbent to travel for work up to 30% of the time.

Physical Requirements: ​​​​​​

• This position will generally 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.

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.