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 Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.Job Description Visa Spend Clarity for Enterprise (VSCE) is a powerful and intuitive expense management tool designed for enterprises. Its core features include comprehensive reporting, real-time transaction alerts, customizable controls, and integration with leading accounting systems. VSCE is an important component of Visa's Commercial Solutions product portfolio; it has been launched in every Visa Region and has been deployed by 110+ issuing clients to provide key expense management capabilities to 400K+ corporates and 5M+ individual users around the world. VSCE is supported by a robust operational service model that enables the delivery of onboarding, implementation, support and optimization services to VSCE clients. This global framework is designed to offer VSCE clients a globally consistent and optimized experience at every service stage. The Global Service Experience team in Client Services (CS) is responsible for developing, maintaining and optimizing Visa's global service model for VSCE. The Sr. Director, VSCE Global Service Strategy and Delivery is responsible for optimizing delivery of the VSCE global client service model by working with leaders and other stakeholders to drive process improvements and optimization in cross functional teams (CS, O&I, Customer Fulfilment, Data Services) that improve global VSCE performance, platform availability and ongoing stability. The Sr. Director will support delivery of product service standards and readiness, coordinating with key stakeholders on client delivery plans and escalation response. This role provides leadership of global CS activities and supports the cross-functional delivery of systems and services for VSCE and associated initiatives. The Sr. Director of Global service strategy and delivery also has responsibility for coordinating internal teams to ensure Visa and client readiness for introduction of new or enhanced global capabilities within VSCE. The Sr. Director also provides global connectivity across regional team members and serves as a key partner to VSCE global product and technology leaders. Critical activities include: Monitor client satisfaction proactively across regions Analyze trends in global case data and platform health Provide voice of the customer to cross-functional teams from a CS perspective Drive engagement with stakeholders to improve platform performance, support and delivery of the global VSCE service model This role reports into the CS organization with a dual line into the VP of Product for VSCE. The Sr. Director of VSCE service strategy and delivery must lead with a highly collaborative style and ensure the voice of the customer is paramount. They will have a strong working knowledge of the multiple touchpoints within Visa's product and infrastructure services to influence stakeholders and demonstrate strong knowledge of the VSCE operational environment. 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 VSCE and its product roadmap 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 vie and advise partners Support regional and Product teams in delivering client engagement on VSCE 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 VSCE, enhancements, and other initiatives Lead internal process re-engineering initiatives that can be adopted by the various stakeholders to improve product adoption and support delivery 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: 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 Qualifications 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 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