Visa · 1 day ago
Senior Director, Global Service Optimization
Atlanta, GA
Full-time
Hybrid
Lead/Staff, Director/Executive
$179K/yr - $314K/yr
12+ years expVisa is a world leader in payments technology, facilitating transactions globally. The Senior Director of Global Service Optimization is responsible for optimizing the delivery of Visa's global service model by driving process improvements and collaborating with various stakeholders to enhance platform performance and client satisfaction.
BankingFinanceFinancial ServicesInformation TechnologyMobile PaymentsPayments
Responsibilities
Partner with senior Product and Technology leaders to drive service improvements, understand voice of the customer, and enable the CS organization to successfully support VCS product roadmap, including VSCE
Apply a data-driven and continuous improvement approach to monitor client satisfaction, trends in support cases and projects, SLA performance. Understand trends across regions to create a global view and advise partners
Support regional and Product teams in delivering client engagement on VCS product plans and operations
Develop processes and strategies that minimize or mitigate client escalations
Collaborate effectively across Global and Regional teams and on a cross-functional delivery model
Apply considerable CS knowledge, with a background that demonstrates ability to continuously improve implementation processes, tool requirements and support requirements for SaaS based products
Work across Client Services to coordinate the deployment of product or process improvements and other initiatives
Lead internal process re-engineering initiatives that can be adopted by the various stakeholders to improve product adoption and support delivery
Qualification
Required
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
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
15-18 years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)
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
Benefits
Medical
Dental
Vision
401 (k)
FSA/HSA
Life Insurance
Paid Time Off
Wellness Program
Company
Visa
Visa is a multinational financial services company that facilitates electronic payment systems throughout the world.
10001+ employees
H1B Sponsorship
Visa has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (459)
2024 (424)
2023 (416)
2022 (515)
2021 (351)
2020 (407)
Funding
Current Stage
Public CompanyTotal Funding
unknownKey Investors
TNB Financial Services
2016-09-10Post Ipo Equity
2008-03-19IPO
Leadership Team
Ryan McInerney
Chief Executive Officer
Chris Suh
EVP & Chief Financial Officer
Recent News
2026-01-22
2026-01-22
Small Business Trends
2026-01-22
Company data provided by crunchbase