Senior Director, AI Product Management

Visa•Austin, TX

20h•Hybrid

About The Position

Client Services at Visa delivers industry-leading operational support and account management to clients worldwide. CS enables client-facing teams to deliver and scale new products, services, and initiatives into the market, ensuring that every solution is designed to meet evolving client needs. CS is deeply involved in the creation and deployment of client-facing products, leveraging advanced digital enablement tools and platforms. CS offers clients self-service capabilities through AI-powered solutions, enabling them to efficiently oversee and enhance their digital experience. These solutions enable seamless onboarding, rapid product adoption, and ongoing optimization, ensuring clients realize the full value of Visa's offerings. We also support and enhance managed services, including disputes for our clients. Our team works with functional leaders in Client Services, Product and Technology to coordinate enhancements and to define the end-to-end self-service experience across Visa’s client-facing portals. Innovation in AI is necessary. The Senior Director, AI Product Management role requires market problem and client experience assessment, product requirements definition, and working with development teams to help deliver product enhancements. Experience with AI/ML is required. The solutions we provide are centered on enabling clients to work with Visa through on demand cloud software across multiple functional areas including client support, disputes, chatbots, voice agent, email agent, AI, knowledge management, and self-service tools. We are looking for a senior director who champions a customer-first digital native mindset and is passionate about developing digital service experiences from design to product requirements to development and client delivery.

Requirements

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
Experience with AI/ML required.

Nice To Haves

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
Bachelor’s degree with 12 or more years of experience or advanced degree with 10 or more years.
Experience with Gen AI and Agentic AI automation is a plus.
Effective collaboration with product development and engineering - comfortable in matrixed environments.
Knowledge of software development methods and requirements definition.
Strong analytical, problem-solving, communication, and presentation abilities.
Understanding of business and technical concepts.
Demonstrated product management expertise or fast-paced learning ability, formal training desirable.
Proactive and self-motivated approach.
Background in payment authentication, transaction inquiries, dispute resolution, and financial reporting preferred.

Responsibilities

Define tactical roadmaps and product requirements based on client needs and leadership strategy.
Establish detailed business specs, user stories, and acceptance criteria for new and existing products.
Partner with UX/CX teams to ensure requirements meet design standards.
Monitor platform performance, analyze trends, and lead customer experience initiatives.
Collaborate cross-functionally (Client Services, Product, Tech, UX) on milestones and delivery.
Manage post-release metrics and feedback in partnership with marketing and client success.
Analyze data for actionable insights and operational improvements.
Identify product gaps and lead solution development.
Support internal teams to streamline product rollouts.
Drive clear product documentation (Product Guides, Integration Guides, Release Notes).