Vice President, Client Services Go-to-Market Services North America

Visa•Atlanta, GA

12d•$222,500 - $458,100•Hybrid

About The Position

The Vice President, Client Services Go-to-Market Services – North America (CS NA GTMS) leads Client Services readiness across Visa’s Consumer Payments, Value-Added Services (VAS), Commercial & Money Movement Solutions (CMS), and Debit / Credit Processing Services (DPS) portfolios. The role ensures that Visa products, releases, and ecosystem mandates are ready for the North American market and perform reliably for clients after launch. Operating at an executive level internally and externally, this leader works across Product, Technology, Risk, Sales, and Regional Client Services. The position is accountable for business-enhancement release readiness, new-product deployment and servicing-model design, the client feedback loop into Product, incident management and sustainable root-cause remediation, servicing-requirements advocacy, product and ecosystem readiness mandates, and pricing deployment readiness. The role protects client experience, accelerates time-to-revenue, and reduces operational risk for Visa’s largest and most complex clients in the region. The position requires a client-focused leader who can deliver through direct and matrixed teams, influence executives, and drive change in a highly matrixed organization. Visa requires at least three days in the office; expectations will be confirmed by the Hiring Manager. Work hours vary according to department needs, and travel is 5–10% of the time. The role is performed in an office setting and involves sitting and standing at a desk, communicating in person and by telephone, and frequently using standard office equipment such as telephones and computers.

Requirements

At least 12 years of work experience with a bachelor's degree, at least 10 years with an advanced degree (e.g., master's, MBA, JD, MD), or at least 8 years with a PhD.
Deep working knowledge of the payments-processing stack and ecosystem players, including issuers, acquirers, processors, networks, gateways, PSPs, orchestration layers, token service providers, and fintech enablers, and how servicing and incident management operate across them.
Demonstrated experience owning release readiness, new-product launch readiness, incident/problem management, or pricing deployment at scale for a complex B2B or B2B2C product portfolio.
Ability to represent the client voice to Product and Technology in a structured way and drive sustainable root-cause fixes rather than one-time remediations.
Experience designing and scaling servicing models for new products, including SLAs, escalation frameworks, tooling, and cost-to-serve targets.
Experience operating across multiple business units or product lines simultaneously and managing portfolio-level trade-offs and governance.
Strong grasp of service-engineering practices, including observability, telemetry, defect/problem management, change management, and using AI or automation to reduce service intensity.
Executive communication and influence skills, including the ability to earn trust with senior Product, Technology, Risk, Legal, and Sales partners and represent Client Services externally with large North American clients.
Demonstrated ability to lead cross-functional teams through high-impact, unprecedented business issues in a highly matrixed global organization.
Strong people leadership and a track record of building high-performing, diverse teams.

Nice To Haves

15 or more years of experience with an advanced degree (e.g., master's, MBA, JD, MD, or PhD).

Responsibilities

Own North American Client Services readiness for Business Enhancement Releases and VisaNet/platform releases across Consumer, VAS, CMS, and DPS, from scoping and impact assessment through client communications, internal enablement, go-live, and hypercare.
Partner with Global Product, Technology, and Regional Client Services to translate release content into client impacts, required client actions, and internal readiness plans, including training, playbooks, tooling, scripts, and knowledge articles.
Establish release-readiness gates with measurable functional, operational, and client-facing exit criteria, and serve as the North American Client Services go/no-go voice for each release.
Improve release predictability and reduce production defect leakage and post-release incident volume.
Lead North American deployment readiness for new products, ensuring operational servicing models, service-level agreements, escalation paths, and tooling are in place before the first client goes live.
Design and standardize servicing-model prototypes for implementation, ongoing support, incident management, and optimization, tailoring them to client segment, product complexity, and integration pattern.
Aggregate client and field signals—including cases, incidents, client councils, win/loss information, and implementation friction—into a prioritized product and defect backlog.
Partner with Product Management on roadmap input, prioritization, and acceptance criteria for features that affect servicing.
Operate a monthly or quarterly closed-loop feedback cadence with Product leaders across Consumer, VAS, CMS, and DPS, and publish a scorecard of commitments and resolutions.
Own the North American incident-management framework for product and platform disruptions across all four portfolios, from detection and client communication through resolution, root-cause analysis, and sustainable fixes.
Chair cross-functional major-incident reviews and hold Product, Technology, and Risk accountable for timely, sustainable fixes and closure of systemic client-impacting defects.
Serve as the senior North American escalation point for critical operational issues affecting multiple clients or strategic accounts, and represent Client Services on North American crisis-management forums.
Build data, tooling, and governance for problem management, defect tracking, and trend analysis to shift from reactive incident response to proactive risk reduction.
Represent Client Services in Product design reviews and PI/sprint planning across Consumer, VAS, CMS, and DPS, ensuring servicing, observability, and client-enablement requirements are incorporated into product design.
Define and maintain the North American Client Services ready-to-service requirements catalog, including diagnostics, entitlements, telemetry, self-service, documentation, and API support.
Own governance to prevent products from launching in North America without meeting the agreed servicing baseline.
Lead North American Client Services readiness for industry and ecosystem mandates, coordinating with Product, Risk, Legal, and Regional Client Services.
Translate mandates into client-facing impact assessments, communications plans, and internal enablement, and track client readiness and remediation through closure.
Build reusable playbooks to make successive mandate implementations more efficient.