Senior Director, Visa Developer Client Support Job
Location:
Posted:
September 22, 2016
Reference:
163665
Organization: Product Management
Job: Prog/Project Management
Job Number: 163665

Description
Commerce is migrating to digital channels as more consumers and merchants use connected devices to shop, pay and get paid. At Visa, we are excited to see this shift as for nearly 60 years we have worked to replace cash and check with more efficient and secure forms of digital payments. Our goal: Every time Visa account holders dip, swipe, click or wave to pay there is Visa technology ensuring payments are secure and convenient.

Earlier this year we launched Visa Developer (https://developer.visa.com). It is designed for software developers at financial institutions, merchants and technology companies who are building the next generation of commerce experiences for consumers and merchants that increasingly rely on connective devices to shop, pay and get paid. This new open platform, gives application developers access to Visa's payments technology, products and services through REST APIs.

Intro to Job

Visa Inc. is searching for a Sr Director of Visa Developer Client Support. As a key member of Client Support Services team, you will bring operational leadership and an innovative vision to deliver a client support experience that is so great that it "must be Visa." You'll leverage your deep understanding of REST API and architecture to provide technical support expertise to onboard a client's application that use our APIs, quickly and frictionless. Your team will work with front-line service teams to rapidly address post go-live support queries, troubleshoot issues, and analyze trends to proactively resolve issues.

Visa Developer provides a new way of integrating partners and clients to our network. With your experience and understanding of SaaS based models, you will work cross functionally to define and build an online, self-service support experience that offers a robust knowledge base and tools to help developers build their solutions with a low need for live support.

Job Responsibility



  • Coordinate with Product and Technology on the pipeline of new API assets and build a working knowledge of those APIs into the support team

  • Oversee a global team of API support specialist and work with other global client service teams to ensure smooth client onboarding / implementation, and readiness for post go-live support

  • Continually improve the customer experience by delivering faster and lower touch onboarding, and self-service channels that create higher satisfaction and NPS levels

  • Focus on identifying and meeting client's needs that result in high impact solutions

  • Proactively identify operational opportunities and implement recommendations to increase service quality and efficiency

Qualifications



  • 15+ years of experience in operations, client facing, or support roles, preferably within modern technology platforms and payments

  • 5+ years of direct management experience, preferably in multiple geographies and ability to effectively remote manage staff

  • Bachelor Degree required. MBA a plus

  • Experience providing operational support for SaaS API based product is highly desired

  • Strong cross functional, global collaboration skills with an ability to work across all levels

  • Self-motivated, results oriented individual with the ability to handle numerous projects concurrently

  • Comfortable operating in a fast paced and complex environment, with an ability to handle numerous projects concurrently

  • Strong executive presence and experience in communicating and presenting to clients

  • Ideal if you have direct experience building applications through use of API

  • Experience in presenting to management and senior management internally and to clients

  • Ability to articulate complex technical terms or processes into business language

  • Fluent in Web Applications, CMS, API design, SDKs, and developer tools

  • Strong project management skills

  • Must have a demonstrated ability to meet deadlines and commitments in an environment that requires multitasking among concurrent project

About Visa:

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind - making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do. CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our VisaNet network is capable of handling over 65,000 transaction messages per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks.

We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

"Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code."
A little about us:
As a global company at the forefront of the electronic payments industry, Visa is a dynamic organization.

Know someone who would be interested in this job? Share it with your network.