Sr. Director, Global Service Experience Optimization– VCS and Visa Spend Clarity for Enterprise

Visa
Atlanta
Workplace: HybridFull timeUSD 179,300 - 313,700 annuallyFunction: Executive & General ManagementExperience: 12+ yearsSkills: ["Collaboration","Customer focus","Data-driven decision-making","Time management","Project management"]

Lead optimization of Visa’s global VCS and VSCE service model by improving process delivery, platform availability, and stability. Partner with senior Product and Technology leaders to incorporate voice-of-customer insights, monitor client satisfaction and support case trends, and drive continuous improvement across cross-functional teams. Coordinate internal readiness for new and enhanced VSCE capabilities, minimize client escalations, and ensure global, consistent service experiences for enterprise clients.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Visa
Visa
3 days ago

Sr. Director, Global Service Experience Optimization– VCS and Visa Spend Clarity for Enterprise

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead optimization of Visa’s global VCS and VSCE service model by improving process delivery, platform availability, and stability. Partner with senior Product and Technology leaders to incorporate voice-of-customer insights, monitor client satisfaction and support case trends, and drive continuous improvement across cross-functional teams. Coordinate internal readiness for new and enhanced VSCE capabilities, minimize client escalations, and ensure global, consistent service experiences for enterprise clients.
Location: Atlanta
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Partner with Product and Technology leaders to drive service improvements and support the CS organization in delivering the VCS product roadmap, including VSCE.
  • •Use a data-driven continuous improvement approach to monitor client satisfaction, support case trends, and SLA performance across regions.
  • •Support regional and Product teams with client engagement on VCS product plans and operations.
  • •Develop processes and strategies to minimize or mitigate client escalations.
  • •Coordinate cross-functional delivery of product and process improvements, ensuring Visa and client readiness for new or enhanced VSCE capabilities and other VCS solutions.
Travel: Low travel

Pay and Benefits

Salary: USD 179,300 - 313,700 annually
Perks:Health InsuranceDentalVision401kPaid LeaveWellness Stipend

Key Requirements

  • •12+ years of work experience with a Bachelor’s Degree, or 10+ years with an Advanced degree (e.g., Masters/MBA/JD/MD), or at least 5 years with a PhD.
  • •A minimum of 12+ years progressively responsible experience in a customer support role in financial services, payment card, and software or information services.
  • •Proven ability to negotiate with and influence clients and staff at all levels and manage competing priorities.
  • •Experience using standard MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio).
  • •Ability to comprehend and translate complex technical issues into business solutions, with strong project management and communication skills.
Experience:12+ yearsFinancial servicesPaymentsPayment cardSaaSInformation services
Skills:CollaborationCustomer focusData-driven decision-makingTime managementProject management
Tech Stack:MS OfficeMS ProjectExcelPowerPointWordVisio

Company Brief

Visa
Global payments technology company that operates the VisaNet electronic payments network, facilitating credit, debit and digital transactions between consumers, merchants, financial institutions and governments worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1958
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor