Visa Customer Service Jobs (NOW HIRING)

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.

Job Description

Visa Spend Clarityfor Enterprise (VSCE)is a powerful and intuitive expense management tool designed for enterprises.VSCE is one of severalofferings in the Visa Commercial Solutions (VCS)product and service portfolio. VSCEcore features include comprehensive reporting, real-timetransaction alerts, customizablecontrols,andintegration with leading accounting systems.

VSCE isan importantcomponent ofthe VCSproduct portfolio; ithas beenlaunchedin every Visa Region and has been deployedby 110+ issuing clientsto providekey expense managementcapabilities to 400K+ corporatesand 5M+ individual usersaround the world.

Like other VCS solutions,VSCE is supported by a robustoperationalservice modelthat enablesthedeliveryofonboarding, implementation, support and optimization services toVisaclients. This globalframeworkisdesigned to offerVisaclientsa globally consistent and optimized experience at every service stage.The Global Service Experience team in Client Services(CS)is responsible for developing,maintainingand optimizingVisa's global service model for VSCEand otherVCS products.

TheSr.Director,VSCEGlobalServiceOptimizationis responsible foroptimizingdelivery oftheglobalVCS andVSCEservice modelbyworkingwithleaders and otherstakeholderstodrive process improvements and optimizationacross functional teams (CS, O&I, Customer Fulfilment, Data Services)thatimproveglobal VSCEand VCSperformance,platformavailabilityand ongoingstability.

TheSr.Director ofGlobal serviceoptimizationalsohas responsibility forcoordinatinginternal teams toensureVisa and clientreadiness forintroductionof neworenhancedglobalcapabilities withinVSCEand other VCS solutions. TheSr.Directoralsoprovides global connectivity across regional team members and serves as a key partner tootherglobal product andtechnologyleaders.

Critical activities include:

• Monitor client satisfactionproactivelyacross regions
• Analyzetrends inglobalcase data andplatformhealth
• Providevoice of the customer to cross-functional teams from a CS perspective
• Drive engagementwith stakeholdersto improveplatformperformance, support and delivery oftheglobalservice model
• This role reports into theCSorganizationwithadualline into the VP of Product for VSCE.

TheSr.DirectorofGlobal serviceoptimizationmust lead with a highly collaborative styleandensure the voice of the customer is paramount.They will have a strong working knowledge of the multiple touchpoints within Visa's product and infrastructure services to influence stakeholders and demonstratestrongknowledge of theVSCEoperational environment.

Responsibilities:

• Partner with senior Product and Technology leaders to drive service improvements, understand voice of the customer, and enable theCSorganization to successfully supportVCSproduct roadmap, includingVSCE
• Applya data-driven and continuous improvement approachtomonitor client satisfaction, trends in support cases andprojects, SLA performance. Understand trends across regions to create a global view and advise partners
• Supportregional and Product teamsindeliveringclient engagementonVCS productplansandoperations
• Developprocesses and strategiesthatminimizeor mitigateclient escalations
• Collaborateeffectivelyacross Global and Regional teams andon a cross-functional delivery model
• Apply considerable CSknowledge,with a background that demonstrates abilityto continuously improve implementation processes, tool requirements and support requirementsfor SaaS based products.
• Work across Client Services tocoordinatethe deployment ofproduct or process improvementsandotherinitiatives
• Lead internal process re-engineering initiatives that can be adopted by the various stakeholders to improve product adoption and support delivery

This is position i s a hybrid role to be based in our Atlanta, GA office location. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 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

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
• A minimum of 12+ year's progressively responsible experience in a customer support role in financial services, payment card, and software or information services
• Proven abilities in negotiating with and influencing clients and staff at all levels as well as the ability to successfully manage competing priorities while serving as a positive influence across the organization
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Excellent time management, organization, and planning skills are essential
• Ability to comprehend and translate complex technical issues and apply business solutions
• Demonstrate success in client relationship management
• 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
• Strong project management skills
• Demonstrated ability to articulate complex technical terms or processes into business language.

Information for US Applicants

For roles located in the US, the estimated salary range for this position is $179,300.00 to $ 313,700.00 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.

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 protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.