Full-Time Director, Technical Solutions

Requires a working people manager who provides leadership and direction to a team responsible for supporting NA Visa clients for Visa NA Core and Risk Products. Advanced payment processing knowledge is preferred, with understanding of the full payment processing cycle.

Essential Functions

• Lead complex cross-functional client service delivery initiatives, and work towards achieving client and key stakeholder satisfaction/acceptance of deliverables.
• Proactively identify operational opportunities and implement recommendations to increase service quality, optimization, and efficiency.
• Hands-on working and serving as an escalation point for complex issues encountered by team members.
• Act as a mentor and train team members.
• Report and promote customer project accomplishments and deliverables to management.
• Build and enhance positive working relationships with key Visa Product staff, Technology, and internal stakeholders.
• Act as liaison for the client, provide problem management, proactive identification of processing efficiencies, service change support, and system enhancement support.
• Coordinate internal resources to accomplish Visa and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.
• Identify and analyze processing issues with client impacts, consistently communicate situational status and resolution, advise on OLA performance both internally and externally, and develop improvement plans to address chronic client problems.
• Support all Visa mandates and provide after-hours support as needed.
• Collaborate with Product and Readiness teams to identify additional business opportunities.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications

• 10 or more years of work experience with a Bachelor’s Degree, or at least 8 years of work experience with an Advanced Degree (e.g., Masters/ MBA/JD/MD), or at least 3 years of work experience with a PhD.

Preferred Qualifications

• 12 or more years of work experience with a Bachelor’s Degree, or 8-10 years of experience with an Advanced Degree (e.g., Masters, MBA, JD, MD), or 6+ years of work experience with a PhD.

Required: Bachelor’s Degree or equivalent experience with minimum of 10 years progressively responsible experience in a customer support role in financial services, payment card, software, or information services.

• Demonstrate strong leadership capabilities and interpersonal skills to manage team and client expectations.
• Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally to support strategic organizational plans.
• Experience using standard MS Office tools including Excel, PowerPoint, Word, etc.
• Experience using Generative AI tools, a plus.
• Excellent time management, people management, organization, and planning skills.
• Ability to comprehend and translate complex technical issues and apply them to business solutions.
• Able to successfully set priorities, influence others, and manage customer expectations.
• Demonstrate success in customer relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent verbal, written, presentation, and interpersonal skills.
• Strong project management skills.
• Demonstrated ability to articulate complex technical terms or processes into business language.
• Manage Capacity Planning for team and analyze case volume using Dynamics.
• Proven experience in leveraging Generative AI tools to enhance individual performance and drive process efficiencies within their team.
• Strong ownership mindset with an innovative and collaborative approach, driving continuous improvement and fostering teamwork.
• High adaptability to new technologies and a willingness to continuously learn and integrate emerging tools and methodologies.

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 144,600 to 262,100 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

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