Product Manager, Customer Experience & Mobile App, Visa Infinite Access (VIA)

Visa•New York, NY

1d•$156,800 - $251,100•Hybrid

About The Position

Visa is seeking a Senior Product Manager to own and evolve key areas of the Visa Infinite Access (VIA) cardholder experience across its mobile app, customer communications, and customer support ecosystem. VIA is Visa’s digital platform for premium cardholders, providing benefit discovery, engagement, and access through a global mobile experience. The role defines, builds, and optimizes end-to-end experiences that help cardholders discover and access Visa benefits and receive support. It combines customer-focused product strategy, execution, operational thinking, and data-driven decision-making. The position works closely with mobile channel ownership, customer support, communications, and AI-driven servicing capabilities. This is a hybrid position; the Hiring Manager will confirm the expected number of office days. Travel is required 5–10% of the time. Work hours vary according to department needs. The work is performed in an office setting and involves sitting and standing at a desk, communicating in person and by telephone, and frequently operating standard office equipment such as telephones and computers.

Requirements

At least 5 years of Product Management experience.
Experience delivering customer-facing digital products, mobile applications, or digital platforms.
Strong understanding of product development lifecycles and agile delivery methodologies.
Experience defining product requirements, roadmaps, and success metrics.
Strong analytical, communication, and stakeholder management skills.

Nice To Haves

Experience in mobile applications, fintech, payments, loyalty, travel, or premium consumer experiences.
Experience with customer support, service operations, conversational AI, or self-service experiences.
Familiarity with customer journey mapping, service design, and user research methodologies.
Experience using product analytics, experimentation, and customer insights to guide decisions.
Ability to work effectively in a complex, global, cross-functional environment.
Customer-centric product leadership, end-to-end thinking, comfort with ambiguity, and ability to connect product, technology, operations, and customer support.

Responsibilities

Own the product roadmap, requirements, and delivery of customer-facing capabilities across the VIA mobile app and customer support experience.
Define and optimize cardholder journeys across onboarding, benefit discovery, engagement, redemption, support, and account management.
Partner with Engineering, Design, Operations, AI, and regional teams to deliver high-quality customer experiences globally.
Drive the evolution of self-service, AI-powered support, and agent-assisted experiences to improve customer satisfaction and operational efficiency.
Translate customer, business, and operational needs into product requirements, priorities, and roadmaps.
Manage product backlogs and lead cross-functional execution from concept through launch and iteration.
Define and track KPIs for customer adoption, engagement, satisfaction, support effectiveness, and product performance.
Use customer feedback, analytics, experimentation, and research to identify opportunities and continuously improve the experience.
Support market launches, operational readiness, and ongoing optimization across multiple regions.