Job DescriptionThe
Senior Director, Client Resolution role provides strategic leadership and direction to the Client Resolution team, ensuring the delivery of exceptional client experiences and consistent achievement of key OKRs. This role combines operational excellence with innovation-leveraging
performance management frameworks and
AI-driven capabilities to modernize processes, improve efficiency, and drive measurable results.
Key Responsibilities:- Lead and develop a high-performing organization, fostering a culture of accountability and continuous improvement.
- Implement performance management strategies to monitor progress, optimize team effectiveness, and exceed organizational goals.
- Identify and integrate AI technologies to streamline workflows, enhance decision-making, and deliver operational efficiencies.
- Modernize the service model and reimagine the client experience through agile methodologies and technology-driven enhancements.
- Build and sustain a "Client first" culture, empowering staff to deliver exceptional experiences at every touchpoint.
- Forge strong relationships with senior leaders and cross-functional teams to align strategies and deliver extraordinary results.
- Use data-driven insights to proactively address organizational challenges and influence strategic direction.
- Provide thought leadership to ensure tools, processes, and resources are in place for outstanding client support.
- Make independent decisions with significant operational and financial impact on Visa initiatives and client relationships.
- Stay current with industry trends and emerging technologies to maintain competitive advantage.
This role is a Hybrid position to be located in our Atlanta, GA office location.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
QualificationsBasic Qualifications: - 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
- Proven ability to manage and optimize complex business processes and lead cross-functional teams through high-impact, complex business issues.
- Proficiency in data-driven decision-making, process documentation, and statistical analysis to identify and implement performance improvements.
- Demonstrated ability to provide technical and consultative support to external customers, identify business needs, and deliver tailored solutions.
Preferred Qualifications: - 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
- A minimum of 15 years of progressive leadership roles in customer service and/or the payments industry
- Strong track record of implementing initiatives and leading digital transformation efforts that improve efficiency, including adoption of advanced technologies and automation to improve service delivery and scalability
- Significant experience in payment processing, bankcard operations, or related fields, with direct accountability for client-facing operations.
- Proven ability to implement performance management frameworks and drive measurable improvements.
- Demonstrated success in adopting AI technologies to enhance efficiency and service delivery.
- Strong analytical skills with proficiency in data-driven decision-making and predictive analysis.
- Executive-level communication and collaboration skills with the ability to influence stakeholders at all levels.
- Track record of building high-performing teams and delivering exceptional client experiences.
Information for US Applicants :For roles located in the US, the estimated salary range for this position is $179,300.00 to $ 313,700.00 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.
Work HoursVaries upon the needs of the department.
Travel RequirementsThis position requires travel 5-10% of the time.
Mental/Physical RequirementsThis 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.
