Visa Inc

Sr. Director, Client Services (CS) Strategy and Transformation Office

Visa Inc • $189K — $332K *
Austin, TX 78745In-Person
Business Services
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 12+ years in a relevant field with a Bachelor's degree or 10+ years with an Advanced degree
  • 15+ years preferred with related experience with a Bachelor's degree or 12+ years with an Advanced degree
  • Proven track record of leading complex strategic initiatives and transformation programs
  • Strong executive presence and ability to influence senior leaders across matrixed teams
  • Expertise in program governance and performance management, with strong analytical skills
  • Experience in scaling AI or automation opportunities with change management expertise
  • Understanding of risk domains and managed services operating models

Responsibilities

  • Act as the accountable leader for strategic initiatives in Client Care Risk & Managed Services
  • Coordinate actions across various teams to ensure effective transformation execution
  • Drive the planning and governance of strategic initiatives within SITO framework
  • Provide leadership with a consolidated view of initiative risks and progress
  • Support the launch and scale of new Client Care services through operational readiness
  • Lead the adoption of AI and automation within Client Care services
  • Develop and track success metrics for strategic initiatives

Benefits

  • Health insurance (Medical, Dental, Vision)
  • 401(k) plan
  • Flexible Spending Accounts (FSA/HSA)
  • Life Insurance
  • Paid Time Off
  • Wellness Program
Full Job Description
Job Description

This is an important global leadership role within the This leader will be responsible for partnering with the executive leadership across Visa in driving Client service Strategy and Transformation leading Client Care's Risk & Managed Services programs, as key CS 2030 strategic initiatives.

Key Areas of Responsibilities include:

Core Transformation Leadership
  • Act as the single point of accountability for strategic initiatives within the Client Care Risk & Managed Services business lines, ensuring alignment with Client Services priorities and transformation objectives.
  • Lead end-to-end coordination across stakeholders-including Product, Operations, GTM, and regional teams-to drive change readiness, execution, and successful delivery.

Strategic Initiative Execution
  • Drive planning, governance, and execution of strategic initiatives, ensuring consistent practices aligned with the CS Strategic Initiatives and Transformation Office (SITO) framework.
  • Provide a consolidated view of initiative progress, risks, and dependencies, enabling leadership visibility and informed decision-making.

New Services Enablement
  • Support the successful launch and scale of new Client Care Managed Services and Risk Services offerings (e.g., Essentials, 24/7 Monitoring) through onboarding, training, documentation, reporting, and operational readiness.
  • Partner cross-functionally to ensure new services are embedded effectively into BAU operations and deliver measurable client and revenue impact.

AI & Automation Strategy
  • Lead AI and automation adoption across Client Care Risk and Managed Services by embedding intelligent solutions into both existing and new services.
  • Translate enterprise AI strategy into practical use cases that drive efficiency, scalability, and margin improvement.

Performance & Value Realization
  • Define and track success metrics for strategic initiatives, including revenue growth, client adoption, operational efficiency, and margin improvement.
  • Ensure initiatives deliver against business case commitments and contribute to broader Client Care Risk and Managed Services growth objectives.

Team Leadership:
  • Lead and mentor a high-performing team of professionals dedicated to supporting our transformation and change readiness goals.
  • Foster a collaborative and innovative team culture that encourages continuous learning and improvement.


This position is a hybrid position to be based in our Austin, TX office location.

Qualifications

Basic 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


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
  • Demonstrated success leading complex, enterprise-scale strategic initiatives and transformation programs from strategy through execution, with clear accountability for outcomes, risks, dependencies, and value realization.
  • Strong executive presence and ability to influence a highly matrixed organization, building alignment with senior leaders and partnering effectively across Product, Operations, Technology, Finance, GTM, and regional teams.
  • Deep experience in program governance, operating cadence, and performance management, with strong analytical and structured problem-solving skills and the ability to translate complex issues into actionable decisions and measurable plans.
  • Exceptional written and verbal communication skills, including the ability to synthesize complex information, develop executive-ready materials, and communicate a compelling narrative to diverse stakeholders.
  • Experience identifying and scaling AI, automation, or digital enablement opportunities, with strong change management capabilities to drive adoption, embed new ways of working, and improve efficiency at scale.
  • Understanding of risk domains and managed services operating models, including delivery governance, call center operations, commercial levers, and continuous improvement, with a track record of scaling services while improving quality, efficiency, and client outcomes.
  • Preferred qualifications include experience in delivering strategic programs for client services as well as a track record of leading teams and delivering results in a fast-paced, global environment.


U.S. Applicants Only
The estimated salary range for this position is $189,800.00 to $ 332,100.00 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 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.

About Visa Inc

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Visa Inc Careers

Join the global team at Visa Inc, a leader in digital payments, and propel your career forward with a company known for innovation, leadership, and a commitment to diversity and growth. At Visa, we are not just a payments company; we are an engine for progress, powering inclusive and sustainable commerce worldwide.

Work You'll Do

At Visa Inc, you'll be part of a dynamic team that's dedicated to making a difference. Whether you're looking for job opportunities in technology, marketing, finance, or customer service, Visa offers a range of positions that allow you to contribute to our mission of connecting the world through the most innovative, reliable, and secure payment network.

Innovate and Lead

Join a culture of innovation where your ideas can change the way the world pays and moves money. With Visa, you'll work alongside industry experts to develop solutions that enhance customer experiences and drive economic growth. Our leadership is committed to providing you with the tools and training needed to excel.

Grow Your Career

Visa Inc is committed to the professional growth of every team member. With comprehensive benefits, competitive employment packages, and opportunities for advancement, Visa empowers you to shape your career path. From internships to leadership roles, the potential for growth is limitless.

Diversity and Inclusion

At Visa, we believe our strength lies in our diversity. We are dedicated to fostering an inclusive environment where everyone is respected, and every voice is heard. Through diversity training and a commitment to equitable hiring practices, we ensure that all team members have the opportunity to succeed.

Networking and Professional Development

Enhance your skills and expand your professional network through Visa’s global community. Participate in networking events, workshops, and seminars that are designed to bolster your industry knowledge and connect you with professionals across the globe.

Benefits and Culture

Visa Inc values the well-being of its employees. Enjoy a robust package of health, financial, and lifestyle benefits that support you and your family. Our culture promotes work-life balance, encourages curiosity, and supports the continuous pursuit of knowledge and excellence.

Join Our Team

Explore the exciting job opportunities at Visa Inc and discover how your skills and passions align with our mission. Prepare your resume, sharpen your interview skills, and get ready to embark on a rewarding career journey.

Stay Connected

Keep up to date with the latest at Visa Inc: - **Search Visa Jobs**: Find open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. - **Read Careers Blog**: Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. - **Job Alert Emails**: Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await. At Visa Inc, your career is a journey of endless possibilities. Join us and be part of a team that is transforming the future of payments.
Learn more about Visa Inc
Size
21,500 employees
Market Cap
$387 billion
Industry
Finance & Insurance
Net Income
$10.7 billion
Founded
1958
5 Year Trend
+9.8%
Revenue
$21.4 billion
NASDAQ
V
* Ladders Estimates

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