Senior Director - Client Support - CRM Strategy - Visa - Foster City

Job description
Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks.

Visa does not issue cards, extend credit or set rates and fees for consumers. Visa’s innovations enable its bank customers to offer consumers choices: Pay now with debit, ahead of time with prepaid or later with credit products. From the world’s major cities to remote areas without banks, people are increasingly relying on digital currency along with mobile technology to use their money anytime, make purchases online, transfer funds and access basic financial services. All of which makes their lives easier and helps grow economies.

Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world.

The Client Tools team is responsible for developing and managing the roadmaps and strategies for the global sales and service tools across Visa. They are also responsible for the execution and management across the associated projects and operational support activities across the supporting tools and strategies.

Job Scope:

The CSS Senior Director within the strategy and tools team will be responsible for facilitating the development and maintenance of our CRM systems and client self-service strategies. They will be responsible for the Visa’s B2B customer internal CRM business strategies as well as the associated customer self-service roadmap. The roadmap and strategy leadership will include not only overseeing all operational aspects of the execution of the roadmap but also the prioritization and oversight across the associated projects. The role will work closely with various business partners and executive across the global support and sales organization to ensure a holistic approach is aligned across the organization including defining and prioritizing key business processes and deployment strategies and work with IT partners to ensure successful execution.

Responsibilities:

Work in conjunction with the global customer support organizations to facilitate and manage Visa’s global B2B customer support self-service strategy and support CRM strategy

Define and manage the supporting CRM and self-service roadmaps and identify and manage supporting key initiatives throughout the lifecycle of the roadmap

Champion customer self-service concepts and examples of success to senior management in all aspects of the business including guidance around customer experience and incorporating UX into the strategies

Define key business objectives and KPI metrics to define and align success against Visa’s corporate and organizational goals

Ensure that the CSS investments in self-service and CRM is consistent with the expected ROI and/or key performance indicators

Work in conjunction with CSS PMO and management and IT partners to help facilitate and manage overall progress of the implementation of the CRM and self-service strategy and supporting initiatives

Ensure continuity and integration across all requests and needs to drive a global self-service approach and deployment across the supporting tool(s)

Identify opportunities to enhance and expand the strategies across our existing processes and tools both internally and externally to enable higher operating efficiencies and improved usability

Communicate with executive management on a daily basis to gather needs, present results/recommendations, follow up, provide status, etc.

Provide mentoring/support to supporting team members throughout the strategy, project, and operational aspects

Establishes and enforces governance procedures to ensure operational excellence and accountability internally and with the key business stakeholders and IT partners

Translate broad strategies into specific roadmaps, project objective and action plans.

Communicating effectively and proactively with executive and senior management and articulate ideas and recommendations clearly.

Collaborating across global business and technology organizations, providing sound business analysis, process and change leadership.



Qualifications

B.S./B.A. degree and at least 15 years of relevant experience across defining business strategies and roadmaps for implementing customer support, sales, and self-service strategies

Excellent strategic planning skills along with the ability to translate into tactical projects with supporting business cases and operationalize for execution

Able to execute short term results while developing capabilities for future requirements

Strong background in developing and facilitating strategic roadmaps across multiple business inanities and driving through implementation including CRM and customer experience strategies

Able to set priorities and manage expectations, and work both as part of a team and independently.

Must have effective professional verbal, written and presentation skills for audiences ranging from individual contributor through executive level.

Effective time management, organization, and planning skills.

Able to multitask under shorter time frames without sacrificing the integrity of the prioritized work

Manage and balance multiple projects and tasks in order to manage to deliverable dates and must work with business partners, project managers and stakeholders to assure expectations are met

Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones

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