Client Care Operations Manager

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Job Summary

The Manager; Client Care Operations is responsible for Client Care strategy and operations (non-customer-facing). This role defines and manages strategic priorities for Visa Client Care, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring. The manager establishes, implements, and continuously improves procedures or workflow processes to increase operational effectiveness and coordinates operational activities with other areas of the business.

All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.

Key Responsibilities

• Define and manage strategic priorities for Client Care operations, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring.
• Establish, implement, and continuously improve procedures or workflow processes to increase operational effectiveness.
• Coordinate operational activities with other areas of the business.
• Lead and manage cross-functional teams to deliver complex projects and initiatives.
• Monitor and analyze operational performance, providing insights and recommendations for improvement.
• Support new starters by assigning appropriate cases in line with their training stages, promoting confident development and ensuring new team members are adequately supported.
• Collaborate with AI and automation teams to develop and refine automated case assignment processes, ensuring alignment with team capabilities and client needs.
• Engage in strategic planning to enhance team processes and client service delivery, leveraging data insights and trend analysis.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD.

Preferred Qualifications

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD.
• Experience in delivering complex, system-integrated business application projects.
• Experience in dispute processing industry across all Visa product lines.
• Prior process governance and process change management experience.
• Ability to represent technical and business issues and solutions to multiple levels internally and externally.
• Ability to set priorities, influence others, and manage customer expectations.
• Ability to provide ongoing direction and analysis of trends and opportunities to improve customer/client experience.

• Experience in program/project management, delivering complex projects.
• Experience in business process re-engineering, Lean DMAIC process improvement, and Lean automation.
• Experience in customer care operations and contact center environments.
• Experience in resource management and team coordination.
• Experience in data analysis and report generation.
• Experience in coaching and mentoring team members.
• Experience using standard MS Office tools (e.g., MS Project, PowerPoint, Word, Excel, Visio, SharePoint, Teams).
• Experience in CRM, Genesys, and the payments industry is preferred.
• Experience in process and documentation governance.

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.