Director
Visa, Austin, TX, United States
Job Description
The Client Care Digital & AI Services organization in Visa Client Services enables worldclass client care through scalable digital platforms and AI that improve client experience at scale, agent productivity and effectiveness as well as lower cost to serve with measurable value.
The Director, Contact Center Platform within the Client Care Digital & AI Services organization leads the delivery of Voice and Chat solutions and the related Digital & AI capabilities for CS Client Care Transformation initiative, manages product development for Contact Center platform and acts as an SME providing Contact Center solutions expertise to deliver Visa's world-class client servicing experiences.
The Director, Contact Center Platform facilitates cross-functional communication, stakeholder engagement and execution risks/dependencies management to enable effective deployment and continuous improvement of Voice and the related Digital & AI servicing capabilities.
Responsibilities
Define product roadmap and requirements based on Client Care servicing lines of business strategy
Manage, groom, plan and execute a steady product backlog in a very fast-pace, agile environment per critical business objectives
Oversee the definitions of detailed epics, well-formed features, user stories and acceptance criteria
Participate in Agile methodologies like sprint planning, daily scrums, product demos, test phases, retrospectives to ensure on time high quality delivery
Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients
Solution and collaborate cross-functionally with Technology, Client Care Operations and Client Care lines of business on deployment milestones and delivery
Review and approve development work completed by the Technology team
Manage post-release metrics and gather operations teams feedback, insights and enhancements
Track, measure and report the resulting value & benefit realization
Communicate delivery progress, dependencies, risks and opportunities across program stakeholders
Engage with Voice / Call Center technology partner to secure best-in-class advanced Voice solution deployments
Lead the team of product managers to ensure on target execution of deployments across the Contact Center platform
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
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
8 years proven expertise and experience in product management for Contact Center platform solutions in servicing organizations.
Ability to translate business requirements into technical solutions and lead credible discussions with technical and non-technical audiences.
Demonstrated ability to lead cross disciplinary teams that include Technology, Services, Product partners and other stakeholders in matrixed environments.
Strong problem-solving skills, with demonstrated analytical rigor and attention to detail. Leverage data and analytics to make informed decisions, track the progress of digital initiatives, and identify areas for improvement.
Excellent communication and storytelling skills, capable of engaging both C-level business stakeholders and technical architects.
Ability to manage multiple initiatives simultaneously, ruthlessly prioritize to maximize value creation and adapt to evolving business needs.
Ability to influence, negotiate and drive results with cross-functional teams, ensuring that timelines are adhered to and any risks to the initiative are called out early.
Knowledge of AIpowered customer experience and contact center platforms for voice and digital channels is highly desirable.
Experience with Jira, Jira Align or other agile tools is preferred Strong people leader with track record of building high performing teams.
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.
Compensation U.S. APPLICANTS ONLY:
The estimated salary range for this position is 173,100.00 to 276,800.00 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.
EEO Statement 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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The Director, Contact Center Platform within the Client Care Digital & AI Services organization leads the delivery of Voice and Chat solutions and the related Digital & AI capabilities for CS Client Care Transformation initiative, manages product development for Contact Center platform and acts as an SME providing Contact Center solutions expertise to deliver Visa's world-class client servicing experiences.
The Director, Contact Center Platform facilitates cross-functional communication, stakeholder engagement and execution risks/dependencies management to enable effective deployment and continuous improvement of Voice and the related Digital & AI servicing capabilities.
Responsibilities
Define product roadmap and requirements based on Client Care servicing lines of business strategy
Manage, groom, plan and execute a steady product backlog in a very fast-pace, agile environment per critical business objectives
Oversee the definitions of detailed epics, well-formed features, user stories and acceptance criteria
Participate in Agile methodologies like sprint planning, daily scrums, product demos, test phases, retrospectives to ensure on time high quality delivery
Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients
Solution and collaborate cross-functionally with Technology, Client Care Operations and Client Care lines of business on deployment milestones and delivery
Review and approve development work completed by the Technology team
Manage post-release metrics and gather operations teams feedback, insights and enhancements
Track, measure and report the resulting value & benefit realization
Communicate delivery progress, dependencies, risks and opportunities across program stakeholders
Engage with Voice / Call Center technology partner to secure best-in-class advanced Voice solution deployments
Lead the team of product managers to ensure on target execution of deployments across the Contact Center platform
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
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
8 years proven expertise and experience in product management for Contact Center platform solutions in servicing organizations.
Ability to translate business requirements into technical solutions and lead credible discussions with technical and non-technical audiences.
Demonstrated ability to lead cross disciplinary teams that include Technology, Services, Product partners and other stakeholders in matrixed environments.
Strong problem-solving skills, with demonstrated analytical rigor and attention to detail. Leverage data and analytics to make informed decisions, track the progress of digital initiatives, and identify areas for improvement.
Excellent communication and storytelling skills, capable of engaging both C-level business stakeholders and technical architects.
Ability to manage multiple initiatives simultaneously, ruthlessly prioritize to maximize value creation and adapt to evolving business needs.
Ability to influence, negotiate and drive results with cross-functional teams, ensuring that timelines are adhered to and any risks to the initiative are called out early.
Knowledge of AIpowered customer experience and contact center platforms for voice and digital channels is highly desirable.
Experience with Jira, Jira Align or other agile tools is preferred Strong people leader with track record of building high performing teams.
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.
Compensation U.S. APPLICANTS ONLY:
The estimated salary range for this position is 173,100.00 to 276,800.00 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.
EEO Statement 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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