Senior Director, Technical Solutions

Summary

Join Visa, a global leader in payments technology, as a Sr. Director, Technical Solutions. Reporting to the VP of North America Consumer and VAS Product Service Fulfillment, you will lead a team providing technical support for Visa's consumer and VAS product solutions. Responsibilities include strategic planning, budget management, client satisfaction, and team development. This remote position requires extensive experience in technical support, leadership, and the financial services industry. Visa offers a competitive salary, bonus, equity, and a comprehensive benefits package.

Requirements

12 or more years of work experience with a Bachelor’s Degree or at least 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

Responsibilities

• Lead a team of regional directors and managers to provide end-to-end technical production support for Visa clients and strategic partners
• Manage and mentor team to uphold Visa’s leadership principles, and ensure the highest standards of ethics, business, and service efficacy
• Strategic planning for support infrastructure and staff deployment in NA, and presentation of multiple leadership forums to foster consensus for strategy and budgets
• Ownership of budget, managing expenses and identifying revenue opportunities for the team
• Deliver award winning client satisfaction through Net Promoter Scores (NPS) and ownership of SLAs for timely support resolution for client satisfaction
• Responsible for defining, managing and implementing strategic support plans optimizing case management
• Communicate and evangelize changes to executive management and cross functional team
• Provide day to day tactical leadership and point of contact escalation for technical support team
• Develop talent within the NA team to provide world-class, differentiated service, best in class positive work environment for technical support
• Ensure timely and effective resolution of client issues, collaborating with other functional groups as needed, and consistent with technical support metrics
• 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
• 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 ensure 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
• Manage capacity planning for team and analyze case volume using Dynamics

Preferred Qualifications

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• Serves as point of senior escalation for internal and external stakeholders for multiple product lines and engages in executive level relationship building with signature and high-touch client leadership
• Identify opportunities to improve organizational processes, leads initiatives and drives changes that result in measurable and sustained improvement in cost, quality, and/or stakeholder experience
• Successfully translate broad strategies into specific organizational objectives and action plans, aligning efforts with key stakeholders
• Provide leadership, strategic direction and management for a team of Managers and individual contributors, establishing a client-focused, performance-based culture
• Represents client business priorities to internal and external executive-level stakeholders for CS activities
• Removes organizational and global barriers, breaks down silos
• Mentoring, career development and annual and quarterly review assessment experience
• Growing the charter of the team by optimizing and scaling the team to new work and increasing pipeline
• Drives product/process improvement requests with cross-functional teams
• Identifies and leads complex initiatives and successfully translate broad strategies into specific objectives and action plans, aligning efforts of the organization with other key Visa stakeholders
• Maintain an understanding of products and services, how they impact other functional areas/tools and accurately apply to client use cases
• Provide consultative guidance to Visa partners on client accounts with the goal to proactively identify issues and work through shared resolution
• Strong knowledge of financial services and payment industry
• Ability to lead business development, product development, sales and support efforts
• Must be a self-starter and highly motivated business oriented independent thinker
• Commitment to exceptional technical support and managed services and ability to deliver
• Ability to develop metrics and achieve them
• Relationship building and management both internally and externally
• Capable of developing a deep level of knowledge on supported products/services and stay current with industry and client trends
• Important to understand how products are used by clients and impacts to their business when there are issues
• Strong leadership skills, influencing and negotiating skills, highly effective communicator
• Excellent communication skills including the ability to effectively communicate both internally and externally, and within all levels of the organization
• Strong capability to develop clear and persuasive communications and presentations both horizontally across the organization as well as vertically
• Proven strategic skills with the ability to identify, connect and communicate opportunities that achieve objectives
• Experience of managing virtual teams across geographical location and time zones
• 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 (e.g. MS Excel, PowerPoint, Word, etc.)
• Excellent time management, people management, organization, and planning skills
• Ability to comprehend and translate complex technical issues and apply to business solutions
• Able to successfully set priorities, influence others, and manage customer expectations
• 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
• 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

Benefits

• Medical
• Dental
• Vision
• 401(k)
• FSA/HSA
• Life Insurance
• Paid Time Off
• Wellness Program
• Bonus
• Equity