Director, Product Management – OnDemand Services

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

Position can be filled in Visa office located in Austin, TX or Miami, FL

Client Services provides a world class service experience to Visa’s clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and service optimization. The OnDemand Services and Automation organization in Client Services is responsible for developing and executing the strategy of how Visa delivers OnDemand services to clients, through effortless digital first experiences that drive client empowerment and satisfaction. Our team works with functional leaders in Client Services, Product and Technology to coordinate enhancements and to define the end-to-end OnDemand experience across Visa’s client facing portals. This includes integrating legacy functionality into a modern technology stack and creating a seamless user experience for clients and/or internal Visa users.

The OnDemand Services Product Management Director is an individual contributor who is responsible for developing the strategy, structure, and overall roadmap for Visa’s Support Hub, including proactive knowledge-based customer service features, case management tools and well as client self-service capabilities. We are looking for an experienced Product leader who champions a customer-first digital native mindset and is passionate about developing web/digital service experiences from conceptual design to product requirements to delivery.

Key Responsibilities

• Collaborate with cross-functional development team (Client Services, Product, Technology, UX Design) to define the Support Hub’s key objectives for proactive knowledge-based support, effective case management and self-service client experiences
• Leverage platform benchmarking insights to distill and implement best practices from in-market client support platforms to inform development efforts
• Translate high-level CX flows and solution concepts into business requirements, and create well-formed feature specifications, user stories and acceptance criteria for new or expanded feature set
• Partner closely with Technology and software development teams to define technical flows and specs, evaluate architectural choices, etc. and execute the technology build
• Develop and communicate product strategy and value story for Visa’s Support Hub to internal stakeholders and senior leaders, and build support for execution
• Work closely with the CX Design and Analytics team to understand customer job-to-be-done and pain points through Voice of Customer as well as secondary research
• Partner with UX experts to translate business requirements into user experiences that drive consistent use of Visa’s Design System
• Manage the Support Hub’s roadmap including backlog of features and capabilities
• Proactively identify gaps in the current product offering and lead the effort to develop enhancements that drive differentiated client experiences
• Develop concise materials that document product features, capabilities, etc. to educate internal and external stakeholders
• Provide support to the internal customer support teams to help streamline rollout
• Assess ecosystem readiness for enhancement releases and leverage data to assess adoption and deployment status

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

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
• Domain specific knowledge of product management, client facing portals/applications and a track record of delightful and simple digital first and self-service capabilities
• Demonstrated product intuition, with ability to understand current state, envision future enhancements, and translate product strategy into an actionable roadmap
• Superior presentation and storytelling skills, with a keen ability to communicate the product vision and value story, and build support across matrixed organization
• Ability to think precisely by being specific and thorough in defining product features, UX flows and user stories for general use cases as well as edge cases
• Strong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detail
• Ability to translate business requirements into technical solutions and lead credible discussions with technical and non-technical audiences
• Comfortable working in an Agile environment, and with cross-functional and regionally distributed teams
• Ability to influence peers to make compelling cases for future OnDemand services
• Passion for bringing the customer voice into the business and delivering digital enhancements and differentiated client experiences that address clients’ frustrations and anticipate their needs
• Experience with Jira, Jira Align and other Agile tools is preferred but not required
• Formal Product Management training is desirable
• Bias for action and self-starter mentality

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.