**Senior Director, Self-Service Client Delivery**

Strategy & Planning

Full-time

Date: Job Number: REF007846W **Company Description**

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.**

**Job Description and Responsibilities**

The OnDemand Services and Automation organization in Visa Client Services focuses on leveraging tools and platforms to elevate the client and cardholder experience, making engagement with Visa simple, intuitive, and rewarding. The team is responsible for defining and developing scalable on-demand solutions that enable clients to engage with Visa, onboard with new products, address issues, initiate projects, and have visibility into their business profile and performance.

The Senior Director, Self-Service Client Delivery will be responsible for establishing and executing strategic on-demand initiatives that enhance self-service capabilities for Visa clients. This includes defining the technology roadmap, strategy, and structure of Visas proprietary products for client self-service. This leader will work with functional leaders in Client Services to identify self-service delivery enhancements and commercialization opportunities as well as coordinate enhancements on the on-demand delivery platform.

This person should have material experience in scaling products via Agile methodologies. This leader will seek insights from clients and input from internal experts to identify and prioritize capabilities to develop and design solutions, manage the build (not code), execute launches, and drive commercialization to target levels of adoption and utilization.

A strong candidate will have a solid experience with product/program management, release management, cross-functional team leadership, superb communication skills, business analysis, excellent understanding of product strategy frameworks and a drive to ideate. We are looking for a pro-active product leader who can deliver on a new vision by questioning the status quo.

Key Responsibilities

* Be a key player in building out the on-demand delivery team and developing product management expertise across the OnDemand Service and Automation organization

* End-to-end product management responsibilities for client self-service delivery including all aspects from product ideation, requirements definition, implementation management, commercialization opportunities, client outreach and communications, analytics/KPIs, and internal training

* Engage with Product, Technology, as well as global and regional Client Service leaders to define the strategy and vision, milestones, and go-to-market strategies for client self-service capabilities

* Partner with UX to define Design standards for self-service delivery to drive consistency across self-service capabilities and tools

* Assess ecosystem readiness for enhancement releases and leverage analysis to assess adoption and deployment success

**Qualifications**

**Basic Qualifications**

* 12 or more years of work experience with a Bachelors 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

* Experience using Agile principles to guide a cross-functional development team formed by Product, Technology, UX, and Client Services by defining product goals and the prioritization of key Epics, Features and User Stories

* Experience scaling technologies globally including understanding technologies that support clients through self-service and full-service

* Ability to explain complex business and technical concepts to executives

* Ability to influence, negotiate and drive results with cross-functional teams, ensuring that timelines are adhered to and any risks to the project are called out early

* Demonstrated success with data-driven decision making and driving a fact-based culture

**Preferred Qualifications**

* 15 or more years of experience with a Bachelors Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD) PhD with 9 years of experience

* Experience with deploying scalable products that apply Design Thinking principles

* Familiar with Change Management practices or PROSCI methodology

* Experience working in a global role with regional stakeholders and/or offshore development teams

* Previous experience designing, developing, and deploying customer self-service experiences a plus

**Additional Information**

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.

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