Sr. Service Experience Consultant
Location
Bellevue, WA | United States
Job description
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job Description
The Visa Global New Service Experience Manager is the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on client enablement functions and needs. This role excels at matrix management to ensure CS Stakeholders are aware of product enhancements and have a voice in helping mold the deployment process to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of CS, to develop and deliver the support model for VISA Acceptance, Cybersource, and/or Authorize.net partners, resellers, and merchants worldwide. This person may be supporting initiatives such as new products and services, enterprise/government mandated projects, and Internal/external SME/Consulting support.
Essential Functions
- Develop strong partnership with the Global Product team, to be recognized as a key contributor to their overall success
- Maintain a continuous path of timely feedback from Global Client Services teams to the Product organization
- Develop necessary documentation to educate Client Services and Training stakeholders, enabling them to educate, train, and execute on the Product strategy with internal and external customers
- Engage in the development and execution of Product KPI’s, ensuring regional alignment
- Identify and prioritize key product needs and dependencies to help define rollout success
- Provide input to the Product team on design, development, implementation, client engagement and support processes based on SME knowledge and feedback from regional teams
- Engage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessary
- Support Client Services as an SME for assigned Products & Services
- Apply high-level knowledge of REST APIs and technical know-how to work with internal resources to bring products to market in a logical manner. Integration goals must be operationally feasible for both internal teams as well as client integration norms and needs
- Constantly expand knowledge base with new products, methods, and partners being introduced constantly in a highly-matrixed organization
- Serves as primary contact for global Client Services teams (their multiple support teams) for designated Products & Services
- Provide ‘Voice of the Customer’ insight and views to Product and Technology organizations as they pertain to new projects including legacy product updates, migrations, or End-of-Life practices
- Responsible for own project-workflow assignments with initiative to solve problems and meet deadlines required by wider project teams
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications
Basic Qualifications
- 8 or more years of relevant work experience with a Bachelor 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
- Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
- Excellent time management, organization, and planning skills are essential.
- Excellent business communication skills (written and verbal) with attention to detail on nuanced topics.
Preferred Qualifications
- 9 or more years of relevant work experience with a Bachelor 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
- Understanding of VISA Acceptance, Cybersource, and/or Authorize.net product offerings and APIs.
- Experience in troubleshooting complex web applications, API-based transaction systems, integration and environmental issues (REST APIs, TLS secure communications, oAuth or other authentication mechanisms).
- Experience in Java or scripting languages, REST Based Services, Web Applications, mobile applications, API usage and design, SDKs, and developer tools.
- Understanding of SaaS Enterprise architecture principles and experience with web service-based systems.
- Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
- Comfort with public speaking and the ability to relay information clearly and confidently in large groups.
- Able to set priorities, influence others, and manage stakeholder expectations.
- Demonstrated success in customer relationship management and the ability to excel with partners.
- Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
- Strong interpersonal skills and proven abilities in negotiating with and influencing stakeholders at all levels.
- Comfort working in a flexible environment where existing processes are not established.
- Comfort taking the initiative to develop new and/or adapt older business processes, tools, and artifacts.
- Project management skills are preferred but certification is not required.
Additional Information
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 119,700.00 to 155,700.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
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