Director, Technical Operations Payments Systems

Visa•Highlands Ranch, CO

4d•Hybrid

About The Position

The Visa Operations Command Center (VOCC) is a world-class organization responsible for providing global 24x7x365 real time advanced support and defense for Visa Inc.'s Core business of Payment Processing, Payment Solutions and Fraud Management. This also includes delivering industry leading performance and service availability to Visa clients for the critical platforms and services for Authorization, Clearing and Settlement on the global Visa network that services 4.6B cards, 14,500 financial institutions, in over 200 countries and territories, and currently processes over 16T in transaction volume. Role Summary The VOCC Director of Acceptance Solutions for Cybersource Enterprise will manage portfolios for transaction processing services for the Acquiring platform. This position will serve as the Global Function Leader for all the teams located in the U.S and AP. These teams are comprised of both experienced professionals team lead levels. The role requires a strong strategy, operations, and service‑oriented professional who can translate strategic objectives into execution plans with concrete OKRs and clearly defined roles and responsibilities. The role sits within Global Operations Value‑Added‑Services (VAS) and reports to the Senior Director for Global Operations Value Added Services. Strategic Focus Responsibilities include staying updated on artificial intelligence market trends, focusing on innovation, and launching new technical support models and features designed to tackle workload growth and new tools and processes utilizing Gen AI. Success in this role requires ideating strategic solutions, developing requirements, defining staffing and skillset positioning, and effectively launching plans to improve and enhance your team’s responsiveness and support. Key directives include building out our service support suite to include additional top tier services along with new product offerings in the Value-Added Services pillar of Global Operations. Enhancing our service model and support solutions, while driving innovation for the major incident management roadmap to maximize business and service performance and product availability through key areas of detection and mitigation for unplanned interruptions. This role will shape the future of the Command Center for Cybersource, platforms. Collaboration & Stakeholder Engagement This leadership position requires working closely with internal and key external stakeholders outside of Global Operations, particularly within the broader global department like Product Development technology teams, and the Client Service Delivery business. Collaboration extends to Product Management, Account Management, Human Resources, as well as the broader Technology Operations organization to provide updates, feedbacks, inputs, and shared knowledge to foster collaborative improvements across the platform. A successful candidate will provide technical and strategical leadership for the teams in the Global Regions. The role will develop and execute initiatives to optimize operational processes, procedures, and automation to reduce service interruption times and impact, to increase overall availability while maintaining 100% security that align to Visa's 2030 Vision.

Requirements

10+ years of relevant work experience and a Bachelors degree, OR 13+ years of relevant work experience

Nice To Haves

12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
10 or more years of experience in payments, new product design, or financial services product development and/or consulting
Experience in or significant exposure to the payments industry preferred.
Technical or product management background, with industry knowledge on payment processing preferred.
Must have a mindset that embraces creativity, optimism, ambiguity, and fast thinking.
Proven record of driving change and transformation within teams, tools and technologies through metrics driven, KPI based methodologies, and an evidence based operational improvement and decision-making approach to best meet business objectives and priorities.
Excellent leadership and team management skills, with a record of mentoring and developing high-performing technical support teams.
Prior experience managing team/staff across geographically dispersed locations.
Ability to independently lead and manage projects with multiple workstreams, with proven leadership success over a wide variety of functional business partners at both senior and junior levels.
Strong analytical and critical thinking skills, with demonstrated intellectual and analytical rigor.
Ability to clearly communicate complex messages for internal or external business partners for ease of consumption.
Strong interpersonal and leadership skills to influence and build credibility as a peer and leader with functional and regional leaders within Visa.
Self-starter, collaborative, diplomatic, and flexible, with strong oral and writing capabilities

Responsibilities

Enhance and execute on our operational payment processing value added services, strategy, and objectives across a 1–2-year roadmap to serve as a differentiator in winning new Acceptance Solution deals and grow Visa’s value-added services business.
Drive bottoms-up improvements for service platforms (including Front-Line Incident management, Change management and Problem management, & Improvements through modern technologies and processes)
Collaborate with technology and business leaders and clients to define and implement technology solutions that improve internal operations, product delivery, and customer satisfaction.
Establish best-practice methodologies for issue mitigation in a global, 24 x 7, high volume, high availability, and critical production environment.
Drive incident management events and drive mitigation for problems that are occasionally undefined and significantly complex.
Provide leadership to manage demands from projects and technology upgrades including recommendations for efficient operability for GO success through ensuring seamless execution.
Mentor, manage, and motivate a high-performing team and set clear priorities to achieve goals and KPIs.
Champion adoption of innovative technologies and tools, recommend capability improvements for process efficiencies.
Participate in disaster recovery/business continuity activities, as needed.
Support annual audits, manage compliance reviews, provide necessary documentation, monitor operations to mitigate compliance risks, and maintain up-to-date records to ensure adherence to all relevant regulations and company policies.