Sr. Manager Strategy and Planning

Visa•Miami, FL

8d•Hybrid

About The Position

Role Summary The Senior Manager, Strategy and Planning will play a hands‑on leadership role in executing Client Care transformation initiatives across Client Services. This role is focused on process improvement, project and program management, and AI‑enabled transformation, translating strategic direction into disciplined execution and measurable outcomes. The Senior Manager will lead a team of analysts, partner closely with Client Care operations and AI & Operations teams, and drive end‑to‑end delivery of initiatives that improve efficiency, scalability, service quality, and client experience. This role requires strong execution rigor, analytical depth, and the ability to manage complexity across multiple workstreams.

Requirements

8 or more 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
Bachelor’s degree in Business, Engineering, Operations, Analytics, or a related field; advanced degree a plus.
Approximately 6–10 years of experience in strategy execution, operations, process improvement, project/program management, or consulting roles.
Demonstrated experience leading complex, cross‑functional initiatives, preferably in service, operations, or technology‑enabled environments.
Strong analytical capabilities with experience using data to drive operational improvements and performance management.
Experience managing and developing high‑performing analytical or strategy teams.
Excellent communication skills, with the ability to convey complex topics clearly to diverse stakeholders.

Nice To Haves

9 or more years of relevant work experience with a Bachelor’s 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

Responsibilities

Lead and execute process improvement initiatives across Client Care, using data‑driven approaches to identify pain points, root causes, and improvement opportunities.
Apply structured methodologies (e.g., Lean, Six Sigma, Agile, or similar) to redesign processes and operating workflows.
Support the integration of AI, automation, and advanced analytics into Client Care processes in partnership with AI & Operations and Technology teams.
Ensure improvements deliver measurable gains in productivity, quality, cycle time, client satisfaction, and cost efficiency.
Own end‑to‑end project and program management for Client Care 2030 initiatives, including scope definition, timelines, dependencies, and risk management.
Coordinate cross‑functional delivery across Operations, Technology, Finance, AI, and regional teams.
Track progress against milestones, KPIs, and benefits realization targets; proactively identify and mitigate risks.
Support governance routines and reporting to ensure transparency and leadership visibility.
Partner with analysts to develop data, dashboards, and insights that inform process improvements and track operational performance.
Translate data into actionable recommendations and clear execution priorities.
Ensure consistent tracking of initiative outcomes versus baseline and business case assumptions.
Promote a culture of fact‑based decision‑making and continuous performance improvement.
Lead, coach, and develop a team of Process Improvement professionals, providing clear direction, priorities, and development feedback.
Build analytical, project management, and AI literacy capabilities within the team.
Foster high standards for analytical rigor, execution discipline, and stakeholder communication.
Create an inclusive, collaborative team environment aligned with Visa leadership principles.
Serve as a key day‑to‑day partner for Client Care operational leaders and transformation stakeholders.
Translate strategic direction into clear execution plans and workstreams.
Prepare concise updates, materials, and insights for senior leadership forums.
Influence outcomes through collaboration, structured problem‑solving, and strong delivery credibility.