Director, Workplace Hospitality Program

Visa•Foster City, CA

4d•Hybrid

About The Position

Director, Workplace Hospitality Program, North America Lead Visa’s North America workplace hospitality and culinary programs, building a consistent culture of food and service excellence across Corporate Services and third‑party partners. Based in Foster City, CA- this role leads the North America portfolio of sites and interfaces with local management, Executives, executive support staff, vendor organizations, and Facility Managers. Primary accountabilities include hospitality program development and contract management of the Food Service Supplier for all NA sites. Manage budget for NA culinary services and hospitality programming to deliver a best‑in‑class experience for employees and clients. Program Leadership and Standards Establish yourself as Visa’s hospitality Subject Matter Expert- set, uphold, and govern standards of excellence to ensure consistency, efficiency, and quality across all products and services. Define KPIs and service levels. Monitor colleague experience metrics to ensure amenities are measured, managed, and continuously improved. Vendor and Contract Management Lead contract governance for all hospitality and culinary vendors in partnership with Corporate Accounting and Procurement. Ensure compliance with processes and procedures. Partner closely with the Food Service Supplier to ensure consistent program alignment across the NA portfolio. Communications and Activation Own the culinary and events site communications strategy, shifting from management-speak to customer‑focused hospitality language that drives engagement. Lead an ongoing activation program, community manager function, that promotes return‑to‑office, wellness, sustainability, collaboration, and senior‑leader connection. Lead effective internal comms across sites to optimize investment and communicate program progress and milestones to leadership. Stakeholder Collaboration Build strong relationships with Site Leadership, Executives, and cross‑functional partners. Provide context to Senior Leadership for decisions and actions related to culture creation and hospitality strategy. Collaborate with Global Corporate Services counterparts to align culinary design standards so space and service consistently deliver a best‑in‑class colleague experience. Equity, Inclusion, Sustainability and Wellness Ensure the food program is an equitable and consistent amenity across the US culinary portfolio, including beverage and catering services. Partner with the Supplier to integrate Visa’s Sustainability, Inclusion, and Wellness initiatives into the NA Food Program and adapt offerings for a hybrid workplace. Budgeting and Procurement Develop the annual program budget. Manage to plan and track all expenditures. Utilize Purchasing Requisitions and purchasing cards per established processes. Oversee monthly financial and SLA reporting with vendors. Voice of the Employee and Continuous Improvement Coordinate and conduct employee focus groups and feedback loops to validate program performance on quality, service, convenience, and value. Identify opportunities to refine program, service levels, and activations to maximize colleague experience and ROI. Additional Responsibilities Provide input to capital and expense budget processes for culinary requirements and future site investments. Lead special projects and other duties as assigned to advance hospitality excellence across the NA portfolio. This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Requirements

10 years of work experience managing Amenities Programs, Food Service, Retail, Corporate Services or related field, or 8 years of work experience with a Bachelor’s degree.
Demonstrable experience of data analysis and use of data to drive change in service excellence.
Demonstrable experience with communication and marketing.
Demonstrable financial acumen, developing and tracking budgets.
Experience developing and maintaining food service programs and ensuring food safety standards are upheld by vendors.
Ability to communicate effectively with strong interpersonal, verbal and written communication skills.
Business acumen, collaborative and influencing skills to effectively navigate a matrix management structure.
Ability to manage vendors and interpret vendor contracts.
Gathering the appropriate information to develop consensus – decision making.
Leads through a strong team focus, capable of working seamlessly with counterparts in other areas of the Visa organization.
Strong analytical skills with a proven ability to determine what data is meaningful and relevant in order to develop insights and to use such insights to influence stakeholders.
Effectively work and collaborate with both internal and external clients.
Strong customer service and personal interaction skills.
Strong communication and presentation skills- ability to clearly communicate complex concepts, and create supporting PowerPoint slides to clarify and memorialize.
Strong computer skills with working knowledge of Microsoft Teams products.
Project management tools.
Collaborates with Sourcing to write contracts, making sure services are performed at the contracted time, term and conditions.
Establishes and enforces service levels keeping in mind the needs of Visa staff.
Consults with Business Leaders on any outstanding issues that arise and handles according to the developed plan.
Other responsibilities include onboarding, coordinating, administering, and managing of multiple vendors, contractors as well as relations and contractual agreements for related programs Interfacing with Site Leads and Executives, as well as senior management and office personnel.

Nice To Haves

Membership to professional hospitality organization preferred.

Responsibilities

Lead Visa’s North America workplace hospitality and culinary programs, building a consistent culture of food and service excellence across Corporate Services and third‑party partners.
Lead the North America portfolio of sites and interfaces with local management, Executives, executive support staff, vendor organizations, and Facility Managers.
Hospitality program development and contract management of the Food Service Supplier for all NA sites.
Manage budget for NA culinary services and hospitality programming to deliver a best‑in‑class experience for employees and clients.
Establish yourself as Visa’s hospitality Subject Matter Expert- set, uphold, and govern standards of excellence to ensure consistency, efficiency, and quality across all products and services.
Define KPIs and service levels.
Monitor colleague experience metrics to ensure amenities are measured, managed, and continuously improved.
Lead contract governance for all hospitality and culinary vendors in partnership with Corporate Accounting and Procurement.
Ensure compliance with processes and procedures.
Partner closely with the Food Service Supplier to ensure consistent program alignment across the NA portfolio.
Own the culinary and events site communications strategy, shifting from management-speak to customer‑focused hospitality language that drives engagement.
Lead an ongoing activation program, community manager function, that promotes return‑to‑office, wellness, sustainability, collaboration, and senior‑leader connection.
Lead effective internal comms across sites to optimize investment and communicate program progress and milestones to leadership.
Build strong relationships with Site Leadership, Executives, and cross‑functional partners.
Provide context to Senior Leadership for decisions and actions related to culture creation and hospitality strategy.
Collaborate with Global Corporate Services counterparts to align culinary design standards so space and service consistently deliver a best‑in‑class colleague experience.
Ensure the food program is an equitable and consistent amenity across the US culinary portfolio, including beverage and catering services.
Partner with the Supplier to integrate Visa’s Sustainability, Inclusion, and Wellness initiatives into the NA Food Program and adapt offerings for a hybrid workplace.
Develop the annual program budget.
Manage to plan and track all expenditures.
Utilize Purchasing Requisitions and purchasing cards per established processes.
Oversee monthly financial and SLA reporting with vendors.
Coordinate and conduct employee focus groups and feedback loops to validate program performance on quality, service, convenience, and value.
Identify opportunities to refine program, service levels, and activations to maximize colleague experience and ROI.
Provide input to capital and expense budget processes for culinary requirements and future site investments.
Lead special projects and other duties as assigned to advance hospitality excellence across the NA portfolio.