Senior Director, Digital Voice Solutions & AI Product Management

Visa•Foster City, CA

3d•Hybrid

About The Position

The Client Care Digital & AI Services organization in Visa Client Services enables world‑class client care through scalable digital platforms and AI that improve client experience at scale, agent productivity and effectiveness as well as lower cost to serve with measurable value. The Senior Director, Digital Transformation & AI PM within the Client Care Digital & AI Services organization leads product strategy and delivery for voice and chat solutions, driving the execution of Digital and AI capabilities that support the Client Care Transformation initiative. This role is accountable for shaping and delivering scalable digital servicing solutions that enhance the overall client experience and improve operational efficiency across client care operations. The Senior Director, Digital Transformation & AI PM partners closely with Technology and Client Care teams to advance omni-channel platform modernization efforts, define the vision and roadmap for GenAI and agentic voice/chat solutions, and leads cross-functional solution development. This role oversees stakeholder alignment, delivery execution, and risk and dependency management to ensure successful deployment and continuous improvement of Digital servicing capabilities.

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

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
Minimum 10+ years of experience in product management, or AI solution development within financial services or payments.
Proven track record of successfully designing, managing and launching Gen AI, smart automation and agentic solutions.
Demonstrated ability to lead cross disciplinary teams that include Technology, Services, Product partners and other stakeholders in matrixed environments.
Strong problem-solving skills, with demonstrated analytical rigor and attention to detail.
Leverage data and analytics to make informed decisions, track the progress of digital initiatives, and identify areas for improvement.
Excellent communication and storytelling skills, capable of engaging both C-level business stakeholders and technical architects.
Ability to manage multiple initiatives simultaneously, ruthlessly prioritize to maximize value creation and adapt to evolving business needs.
Ability to influence, negotiate and drive results with cross-functional teams, ensuring that timelines are adhered to and any risks to the initiative are called out early.
Knowledge of AI‑powered customer experience and contact center platforms for voice and digital channels is highly desirable
Strong people leader with track record of building high performing teams.

Responsibilities

Lead Product Development for Genesys Cloud Voice & Chat out-of-the box platform solutions as well as specialized Digital & AI voice capabilities for Client Resolution and Managed Services lines of business
Define product roadmap and requirements aligned to Client Care transformation strategy
Establish detailed business requirements and specifications for existing and new services.
Develop well-formed features specifications, user stories and acceptance criteria
Partner with Technology team to define technical flows and specifications, evaluate architectural choices, etc. and execute the technology build
Evaluate and implement AI-driven tools and automation platforms, and agentic workflow solutions to improve business performance and operational efficiency
Define success metrics and track post-release performance and gather operations teams feedback to inform future product development and enhancements
Communicate delivery progress, dependencies, risks and opportunities across program stakeholders
Manage relationship with Genesys technology partner to secure best-in-class advanced AI-powered Voice solution deployments
Lead comprehensive Digital & AI solutions delivery program in support of CS Client Care Transformation and Managed Services initiatives
Oversee and track the identification and solutioning of high-priority Digital & AI Use Cases for voice and chat channels
Drive continuous improvement and digital transformation efforts by identifying opportunities for process redesign, automation and integration across systems
Manage solutions roadmap, identify critical operational and technology dependencies and trade-offs
Ensure timely user testing, training and communications activities in preparation for solutions deployments
Identify risks and opportunities for Value Realization capture across Digital & AI solutions
Oversee and track deployed solutions Value Realization
Communicate Digital & AI program delivery progress, dependencies, risks and opportunities across Client Care Transformation cross-functional team and stakeholders
Develop materials that document product features, capabilities, etc. to educate internal and external stakeholders
Ensure timely and on-target execution of the above program delivery working in close collaboration with Client Care Operations & Change Excellence teams, Services Digitization Product Owners, Technology teams and Technology partners