Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are key internal partners to Product and Technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.

The Director, Advanced Technical Solutions role is responsible for handling complex issues brought to us by our clients via their Client Success Manager (CSM). The team are highly technical, experienced in processing, self-motivated and highly analytical. Due to their level of knowledge and deep investigative skills, multiple Client Services and Product teams often consult with them to solve issues or determine appropriate DPS product enhancements.

We are looking for a top-notch problem solver to drive solutions for our clients, efficiencies, and design process and policy improvements in partnership with Product and Technology. If you have a healthy love of collaboration, process improvements, combined with a can-do, execution minded attitude this is the role for you. The ideal candidate will be one part Business Analyst, one part Technologist, a dash of Project Manager and have passion for Customer Service.

The What

• Share responsibilities with a peer to play the role of Incident Manager responding to alerts, joining operational bridges to represent the client services.
• Partner with other areas of the organization – Product, Technology, Client Services – to ensure successful resolution of issues and able to translate the technical root cause and corrective actions into business jargon verbally and in writing
• Ability to manage urgent issues, global escalations, and act as a central point for global inquiries during events.
• Track and manage service/product issues within One CRM and voice trends back to Product or Technology to influence preventative actions.
• In addition to Incident Management responsibilities, bandwidth permitting, this person will support Level 3-4 inquiries from DPS CSMs and become a technical SME for a product or service
• As an SME this person will act as the Voice of CS in cross-functional meetings, and as the Voice of the Customer when addressing issues with Product/Technology
• Drive efficiencies through prioritization, potential automation and new tools, enhancements.
• Knowledge of DPS processing and familiar with both ISO and API processing formats

The How

• Self-motivated and driven to interrogate data and documentation to looking for solutions.
• Comfortable prioritizing and identifying efficiencies
• Have a can-do attitude and able to handle disruption and pivots with grace.
• Knowledge of Visa DPS processing, but are comfortable seeking feedback from experts.
• Comfortable having difficult conversations while achieving a collaborative and positive outcome.
• Enjoys learning and has a technical aptitude.
• Team player that can challenge the status quo without offending, and aligning audience to the common goal.

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more 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
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
• Ability to manage assignments that are of diverse scope and complexity that require significant initiative and good judgment
• Ability to set priorities and manage customer expectations internally and externally, and work both as part of a team and independently
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Proficiency providing technical and consultative support to external customers and identify business needs.
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
• Working knowledge of Microsoft Office (PowerPoint, Excel, and MS Teams).
• Excellent verbal, written, presentation and interpersonal skills required
• Requires On-call rotational support as needed

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
• 5 years of experience in a customer support role in financial services, software or information services and bachelor’s degree in business or computer related field preferred
• Experience supporting Applications and Application Users.
• Scrum-certified or extensive experience with Scrum/Agile methodologies.
• Programming experience with web-based technologies. E.g., Java, HTML, XML, JSON, REST/SOAP.
• Experience with SharePoint, JIRA, and/or Wikis (Confluence).
• Experience working with cross-functional/cross-departmental teams.
• Executive-level written/verbal communication/interaction skills.

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 124,900.00 to 181,100.00 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.