Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience and end user support first. As part of this strategy End User Support team is focus on Innovating, Excel, and Delight to provide the best experience for our Visa team members around the world. The End User Governance & Support Readiness role will report to the VP of End User Support at Visa and will be responsible to help setup the process and operationalize the governance of the area on how to track the area strategy progress as well as serve as a focal point to track all the multiple demands to transition work from engineering/cybersecurity to support. Role will have two major areas of responsibility:

Manages overall governance:

• Ops Reviews, All Hands, All Managers, Staff
• Responsible for reviews approval and budget attainment for Training, Travel and Awards
• Reviews and approves demand and funding changes for programs within the portfolio
• Tracks and manages non-B projects contracts, licenses, and outside spends (VMO or other funding sources)
• Tracks and provides regular visibility for leaders on progress, risks, and actions against KPIs and compliance
  • HR Org Hygiene: Supports and tracks on RAMP planning, hiring process and requests, resource planning, reviews and updates (Work force planning)

Manages Support Readiness:

• Responsible to Manage all EUS engagement in B and non-B projects to guarantee:
  • Runbooks are updated and followed
  • Demand can be accommodated, best channels to be used
  • Partner with Automation team to drive “automation first”
  • Guarantee that EUS team is ready to support new products/processes
  • When applicable, Partner with EELT for Readiness Plan Execution
• Provides regular visibility for leaders on progress, risks and actions against “support onboarding readiness”

Basic Qualifications

8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

• SME Knowledge of project management principles and Agile development methodologies
• Demonstrate good attention to details, ability to think analytically and independently
• Some knowledge and hands-on experience of technical implementations of large scale, highly available, robust web/mobile and Payment Services applications
• Experience in diligently applying Scrum principles, practices, and theory
• Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency
• Knowledge of numerous well documented patterns and techniques for filling in the intentional gaps left in the Scrum approach (example: numerous Burn-down techniques, numerous retrospective formats, handling bugs, etc.)

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor’s Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Candidate must have a high sense of ownership, a low ego, a can-do attitude and a sense of curiosity that is reflected in growing his\her skills on a continual basis. Complacency isn’t a virtue we’re looking for.
• Track record of on-time, on scope, high quality implementations.
• Ability to present ideas in business-friendly and user-friendly language.
• Proven experience developing business cases and managing departmental budgets.
• Extensive experience working in a team-oriented, agile, and collaborative environment
• Self-motivated with the ability to exercise independent judgment with minimal direction from supervisor.
• Ability to coordinate activities within cross-divisional and cross-functional teams.
• Excellent verbal, written, and presentation skills; in particular, demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally.
• Good understanding of process orientation, understanding of project management techniques, methodologies and best practices.
• Candidate must have demonstrated and be prepared to exhibit initiative and ownership of project success.
• Ability to set goals and objectives, prioritize, and manage situations to satisfactory completion. Strong experience in providing exceptional customer service.
• Collaboration with peer stakeholders across other Corporate IT functions.
• Manage vendor relationships, services, and contracts.
• Participate in budget planning process relative to the specific needs of the workstation support team

TRAVEL REQUIREMENT: This position requires the incumbent to travel for work 10% of the time

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department

Travel Requirements: This position requires travel 5-10% 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.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.