Mac Experience Manager

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

The Mac Experience Manager is an individual contributor role within the Employee Enablement Solutions Team.  This team is part of Corporate IT, a function that champions the technology needs of Visa staff. This position reports directly to the VP of The Employee Enablement Solutions Team.

About the Employee Enablement Solutions (EES) team: 

This team supports the success of our technology and business partners as champions of the user experience. Our mission is to drive exceptional quality, effectiveness, and efficiency of services to our users and business functions. We deliver business process improvements, change management, service management, reporting & analytics, and M&A integration services.

The Mac Experience Manager is a new role that will view services through the lens of the user, influencing the way we work and leverage our tools.  It is an extension of the Employee Experience and one that is critical to our evolution to create an Experience Culture.

JOB DESCRIPTION

The successful candidate will be responsible for the Mac experience for our 4,000 colleagues using Macs.  This includes newly acquired entities and a large developer community.  The majority of workstations in our environment are Windows.  This position addresses the needs of a growing global user base with specific requirements.  We want to create an exceptional experience for these users, and this role ensures the technical roadmap, usability, capabilities, and training embraces the needs of this group.

The Mac Experience Manager will work with technical team members, business users and stakeholders to ensure success of the product feature delivery and adoption, while providing technical leadership and innovative solutions. We are looking for an individual with a passion for making a difference.

Responsibilities include:

• Create an exceptional user experience for Mac users.

• Influence the vision, strategy, delivery, and roadmap in consultation with his/her supervisor and in coordination with the Corporate Technology Team Leads and the CIO

• Assess, reflect, and improve the Mac experience from the lens of the user.

• Influence change and continuous improvement.

• Identify users, create and maintain user stories, and develop and prioritize functional requirements for new or revised features or enhancements.

• Conduct focus groups and liaise with technical delivery teams to drive improvements & solutions.

• Align the Mac experience requirements with the overall IT enterprise architecture vision and goals.

• Lead change management activities working with the Change Manager.

• Serve as product owner, understanding and evaluating current use and potential. Develop a thorough understanding of how Macs are used in our environment and their capabilities and stay abreast of product evolution.

• Make key decisions on priorities and design and work to ensure that all stakeholders are aligned.

• Partner with the Integration Management Office to assess and solve for the needs of colleagues in support of M&A activities.

• Establish metrics for measuring the experience.

• Work effectively to ensure appropriate parties are involved and engaged to achieve experience and efficiency goals.

• Identify appropriate cross-department/division stakeholders to be engaged at the appropriate time.

• Understand both the engineering and business side and be responsible for representing the end-user’s needs.

• Develop or contribute to development of job aids and training courses.

• Gather, analyze and, when appropriate, contribute or start to design the reengineering of business processes.

• Proactively lead and empower project team members to innovatively deliver product.

• Provide periodic communications to project sponsors, stakeholders and management.

• Educate, evangelize, and evolve the experience.

Technical Capacity, Management, and Leadership

• Prioritize, improvise and adapt technologies to address changing business needs and issues.

• Provide product consulting across the enterprise.

• Proactively identify process, technical or training issues and suggest solutions that CIT can implement.

• Take on leadership roles in problem solving and respond immediately to emergency situations.

• Proactively improve technical capabilities through trainings, workshops and events.

• Champion global collaboration and knowledge sharing best practices.

• Undertake assignments on projects or special initiatives as appropriate.

• Make presentations and train staff as needed through one-on-one mentoring, small group trainings, corporate training programs, and information dissemination as needed.

• Proactively communicate and liaise with other departments, units and individuals on joint planning and activities.

• Perform other duties and responsibilities as required.

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:

• 8 or more years of relevant work experience with a Bachelor 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

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor 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
• Bachelor’s degree in job relevant field required.
• Advanced experience in Mac deployment, support, and experience.
• Proven track record of focusing on the user experience and business outcomes required.
• Minimum 6 years of job-related experience required (prior IT experience in planning and implementing enterprise level systems preferred.
• Experience in user advocacy.
• Experience in requirement analysis and business process re-engineering.
• Working knowledge of Change Management, Lean methodologies, and ITIL preferred.
• Prior experience in agile methodologies (experience in product management) preferred.
• Experience with data analysis using Power BI, Excel Pivot Tables, or other similar tools.
• Ability to solve complex technical, managerial, or operational problems and evaluate options based on relevant information, resources, well-rounded experience, and knowledge.
• Ability to operate at advanced levels of authority and manage activities to produce and take responsibility for results.
• Demonstrated ability to communicate clearly and concisely, both orally and in writing, and lead presentations, training courses, and effective meetings.
• Ability to work both independently and as part of a team.
• Demonstrated ability to influence cross functional team members for projects and special initiatives.
• Demonstrated integrity, independent thinking, judgment, and respect for others.
• Willingness to travel and potentially work abroad if required for at least 4 to 8 weeks per year.

Additional Information

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.