Job Description

Summa ry

The Client Services team provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to sales, 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 role of the VP, Business Operations Go-To-Market Services will drive the strategic design and execution of operations that enables go-to-market success. This leader will focus on creating scalable, efficient processes to enhance operational performance, and support business growth. By aligning product, regional and global client services, the VP will drive greater business health and performance across Consumer, CMS and VAS product families (by leveraging for example optimization, usage adoption, service adoption and deal realization techniques). This executive leader will use advanced analytic and leadership skills, contextual business sense and a creative flair to solve real world business challenges for Visa issuing clients, acquirers, processors, merchants and digital partners. They will influence the strategic direction on how Visa delivers value from our data assets, identify new ways to optimize clients’ performance through “optimization plays”, and track effectiveness of these plays, constantly improving service delivery. Their team is responsible for managing multi-product family and/or cross-functional programs and strategic projects, and driving success in support of global initiatives by tracking execution against OKRs, capacity plans and executive dashboards.

Roles & Responsibilities

This VP will be a member of the CS Go-To-Market Services Leadership Team and directly support the SVP, Go-To-Market Services’ engagement with the Visa CMS and VAS Leadership Teams. Specific responsibilities include:

• Lead and optimize go-to-market service operations by designing scalable, efficient processes that enhance client engagement and operational effectiveness across global markets.

• Lead the planning and management of strategic initiatives, ensuring strategic goals are translated into actionable roadmaps with project plans and required prioritization.

• Drive strategic alignment between product and client services teams to ensure seamless service delivery and maximize revenue opportunities.

• Drive Monthly and Quarterly business reporting maintaining diligent monitoring and reporting. Identify and address key variances, trends and issues.

• Lead the overall operational analytics strategy for Consumer, CMS and VAS products, spearheading engagement models, prioritization of initiatives, global and market-specific optimization plays and staffing models.

• Translate an understanding of Visa’s products and services and how they are most effectively utilized into client engagement strategies that yield financial and performance benefits.

• Identify and design action-oriented optimization plays through data analysis and partnership with business functions, especially Visa Consulting & Analytics (VCA).

• Develop product performance benchmarks and best practices that drive tangible and actionable recommendations for our product leadership.

• Identify macro business and market trends that guide areas of future opportunities to the mutual benefit of Visa and our clients.

• Provide strategic leadership to deliver operational initiatives, driving employee communication, budget planning, monthly business reviews and tracking performance against OKRs.

• Work closely with finance to ensure budget adherence and performance management, drive prioritization discussions, and optimize resource management against workforce plan.

• Design and deliver employee forums to drive change management of key global initiatives.

• Foster a high performing culture within your team that becomes the benchmark for excellence at Visa, develop talent from within as well as recruit talent that can inject new perspectives, skill sets and experience.

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.

This job is open to the following office locations: Ashburn, Atlanta, Austin, and Miami.

Qualifications

This position demands an energetic, analytic business executive with demonstrated thought leadership on building and sustaining an operational performance and/or client engagement function. Deep expertise in either payments, analytics, business consulting or operational excellence is highly desirable.

Basic Qualifications:
• 12 years of work experience with a Bachelor’s Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/MBA/JD/MD) or at least 8 years of work experience with a PhD. Graduate degree/MBA preferred.
• 12 years of experience in cards or payments industry with a deep understanding of consumer and commercial card products.
• Executive-level interpersonal and communication skills, and a proven ability to collaborate, negotiate with and influence clients and team members at all levels.

Preferred Qualifications:
• A minimum of 10+ years working in strategic business operations with acumen on business insights delivery.
• Expertise in transforming complex data to tangible business insights for client services and product executive leadership.
• A minimum of 10+ years successfully leading high-performing teams. Leads by example and has a people-first leadership style.
• Possess a relentless client-centric, result-driven mindset coupled with strong problem-solving skills and an ability to break down complex problems and propose alternative, new ways of thinking.
• Exceptional business acumen and technical rigor – be able to seamlessly shift between conversations with executives and technical staff.
• Transformational leader with experience implementing complex initiatives using structured change management while also delivering exceptional client experiences.
• Experience working in a matrixed organization with the ability to navigate complex structures, empower decision-making and manage through ambiguity.
• Financially and technologically literate with strong analytical and decision-making skills and knowledge and curiosity of emerging technologies.
• Strong commercial acumen.