Senior Manager, VOCC VAS DPS Forward

Visa•Ashburn, VA

13d•Hybrid

About The Position

The Sr. Manager, VOCC VAS DPS Forward leads a 24x7 first‑level operations team responsible for the real‑time monitoring, support, and restoration of debit transaction processing across Visa’s platforms. This role ensures rapid incident resolution, clear client communication, and strong escalation discipline to maintain the highest levels of service availability and meet critical funding and settlement commitments. This leader is expected to bring not only deep operational expertise but also a forward‑looking mindset centered on AI, automation, and operational modernization. The Sr. Manager will drive the adoption of intelligent monitoring, automated recovery workflows, and data-driven insights to reduce manual toil, prevent incidents, and improve response quality and speed. Success in this role requires exceptional leadership, technical proficiency, and a strong command of ITIL practices. The ideal candidate can build and motivate a high‑performing, always‑on operations team while also championing automation initiatives that elevate stability, efficiency, and precision. The Sr. Manager is accountable for meeting service‑level expectations, achieving availability targets above 99.999%, and delivering best‑in‑class operational performance for our clients. This leader plays a critical role in strategic planning and execution, shaping long‑term operational roadmaps with a strong focus on modernization. They are responsible for identifying and driving opportunities to integrate AI‑driven analytics, automation, intelligent monitoring, and streamlined workflows to improve systems, processes, and overall operational effectiveness across the Debit ecosystem. This person oversees business‑critical, always‑on operational teams and complex cross‑functional initiatives. They provide mentorship and direction while promoting a culture that embraces automation-first execution, data‑driven decision-making, proactive prevention, and continuous improvement. They ensure alignment between daily operational performance, modernization initiatives, and broader company objectives. This leader is expected to make high‑impact decisions with significant autonomy, especially in areas related to operational automation, incident response strategy, and transformation initiatives. They drive cross-functional programs that leverage AI and intelligent tooling, advocate for modernization priorities, and represent the team in leadership‑level discussions with clarity, accountability, and strategic insight.

Requirements

8+ years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD, OR 11+ years of relevant work experience.
9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
8+ years of relevant work experience and a Bachelors degree, OR 11+ years of relevant work experience
Experience managing large teams in diverse and decentralized environments.
Proven track record of establishing and implementing objectives and tactical plans from overall direction and strategy to execution.
Ability to interpret and represent technical incidents as business concepts and solutions to multiple levels, both internally and externally.
Effective professional verbal and written communication skills and solid presentation skills.
Demonstrable strong leadership capabilities and interpersonal skills.
Excellent team player with strong reporting and documentation skills.
Leads by example.
Mid-level experience in network and authorization technical support roles.
Ability to manage a team of support staff on shifts providing 24 x 7 x 365 operational support.

Nice To Haves

Information Technology Infrastructure Library Foundation Certificate (ITIL) V3 / V4.
Strong understanding of how the Payment Industry works.
Management experience in the payment industry and supporting 24x7 teams.

Responsibilities

Oversee the daily operations of a 24x7 team of professionals providing first‑level support for Debit systems, networks, and platforms, ensuring consistent execution and proactive monitoring through modernized, automated operational workflows.
Provide strategic leadership and management to team members, including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching, and administrative support.
Champion a culture where AI‑driven insights and automation are embedded in day‑to‑day execution.
Collaborate with Business Leaders to develop and manage tactical and long‑term plans focused on operational stability, resiliency, and modernization — integrating AI, observability, and automation opportunities into all planning cycles.
Enhance work processes, procedures, and systems by identifying areas where intelligent automation, predictive analytics, and AI‑assisted detection can reduce manual effort, accelerate diagnosis, and minimize risks of service interruptions.
Represent the support team on cross‑functional projects, especially initiatives related to modernization, automated recovery, workflow orchestration, and service intelligence, ensuring on‑time delivery of tactical and strategic commitments.
Demonstrate strong technical leadership in daily work, take ownership of significant incidents, and leverage automated diagnostics and AI‑driven recommendations to accelerate restoration based on impact and severity.
Manage team workload effectively, ensuring incidents, problems, and requests are prioritized, assigned, and resolved on time.
Drive adoption of runbook automation, auto‑remediation tools, and self‑service capabilities to improve efficiency and reduce manual toil.
Identify and address common problem areas by analyzing trends and patterns using AI‑enabled monitoring and analytics platforms, assign tasks that drive proactive prevention rather than reactive response.
Represent the DP team in relevant meetings, including process improvement, modernization, automation adoption, and operational excellence initiatives.
Ensure the team remains focused on supporting multiple production issues, projects, and daily activities, while progressively shifting workload from manual operations to automated, intelligent, and event‑driven workflows.
Maintain and enhance technical skills through ongoing training, coaching, and mentoring, specifically in areas such as automated operations, observability platforms, AI‑driven alerting, and modern incident management practices.
Communicate incidents internally and externally to management, partner support groups, and customers with accuracy and clarity, leveraging automated incident communication tools where appropriate.
Participate in Major Problem Review meetings, representing VOCC and detailing the actions taken during incidents.
Lead the identification of improvement opportunities, including where automation and predictive analytics could have prevented or shortened the event.
Independently triage multiple simultaneous incidents, using AI‑powered correlation, automated diagnostics, and modern observability tools to reduce time to identify the root cause and accelerate resolution.