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Visa

Sr. Director, CRM Product Office - New Products and Clients

Austin, TX

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

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Job Description

The Automation and Optimization organization in Client Services is responsible for developing and implementing the strategy for digitalization and automation tools in support of a world class service experience for Visa’s clients. Our team works with cross-functional leaders in Client Services, Product and Technology to drive the automation strategy and grow world-class, fully digitally-integrated automation capabilities across all areas of Client Services.

The Senior Director, Customer Relationship Management (CRM) Expanded Products and Clients will be responsible for defining and delivering the end-to-end CRM strategy for Merchants, Acquirers, other Client types and Expanded Products for Client Services leveraging the MS Dynamics platform to drive best in class customer experience, optimize internal processes and increase operational efficiencies.

S(he) will work in partnership with the Senior Director of CRM for Financial and Fintech Clients to build in-depth understanding of Client Services’ needs, pain points and platform enhancement opportunities, build a cohesive strategy and to drive the roadmap implementation with technology, in addition to rolling up your sleeves to get the job done.

Do you like to live between the lines of business and technology, integrating the best of both worlds to understand how we work and identify improvements to drive new business value? Do you like the empowerment of defining priorities and delivering innovative solutions for the business?

We are looking for a customer-obsessed, data-driven product leader who has in-depth expertise in building and embedding Customer Relationship Management (CRM) technologies globally, creating digital capability roadmaps and managing digital product teams. The role requires effective collaboration with Client facing teams and Technology partners within Client Services and other Visa organizations. Additionally, the effective candidate will be able to lead through ambiguity and inspire followership within a matrixed organization.

Essential Functions:

  • CRM Platform strategy and product development
    • Oversee the end-to-end CRM product strategy, roadmap, design, implementation, deployment, and backlog management.
    • Work collaboratively with business stakeholders to develop solutions for improvement of merchants and other client types’ service processes leveraging the capabilities of the Client Services CRM platform.
    • Partner with Business Process Optimization, Regional and Product Service teams to effectively implement process improvements and maximize the utilization of the CRM platform capabilities to increase productivity, deliver cost savings and reduce the speed of service delivery.
    • Provide product management leadership to deliver scalable solutions.
    • Engage with technology partners in understanding business roadmaps, identifying and prioritizing technology projects and building program roadmaps.
    • Demonstrate knowledge on scaled agile methodology to ensure alignment to standards for project delivery.
    • Empower users of the CRM platform with a continuous view of the customer through data and system integrations across internal and external data/technology ecosystems.
    • Track, measure and report stakeholder engagement and productivity to ensure successful adoption and identify opportunities for optimization.
  • CRM Capabilities, Partner Roadmap, and Industry Trends
    • Be aware of current and future market and technology developments in the industry through maintaining a tight alignment with Visa’s CRM partner provider, white papers, blogs, upskilling and other learning opportunities.
    • Promote and be a source of knowledge across the Client Service organization of all CRM related capabilities.
  • Leadership and Team Building
    • Build, develop, coach a team of product managers and analysts
    • Lead by example and set development and performance goals for the team.

This is a hbees in hybrid roles are expected to work from the office two to three days a week, Tuesdayrid position. Hybrid employees can alternate time between both remote and office. Employs, Wednesdays and / or Thursdays with a general guidepost of being in the office 50% of the time based on business needs.

Visa does not support immigration or relocation for this role.

Qualifications

Basic Qualifications:

  • 12 or more years of work experience with a bachelor’s degree or at least 8 years of work experience with an advanced degree (e.g. Masters, MBA, JD, MD), or a minimum of 3 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.
  • 10+ years of experience leading Product Management & CRM platforms in the Banking, Payments or FinTech industries.
  • 5+ leading high performing global product delivery teams.
  • Working experience building custom products leveraging MS Dynamics CRM platform.
  • Thorough understanding and experience applying user centered design to CRM solutions.
  • Ability to translate manual processes into automated solutions and integrations.
  • Strong proficiency in CRM platform development and reporting dashboards with demonstrated ability to synthesize data to generate actionable insights.
  • Proven problem solving and organizational change management skills.
  • Ability to manage multiple projects simultaneously and ruthlessly prioritize to focus on most important items and must haves that maximize client value.
  • Demonstrated ability to drive action and sustain momentum to achieve results.
  • Strong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detail.
  • Ability to absorb and process large amounts of information and synthesize into key insights and actionable recommendations.
  • Superior written and verbal communication skills with ability to develop compelling narrative and vision of desired future state for different audiences.
  • Strong presence and ability to work collaboratively in an Agile environment, and with cross-functional and regionally distributed teams.
  • Ability to influence executives and peers to make compelling cases for future OnDemand services.
  • Ability to work independently, set and manage plans, and achieve results
  • Strong people management and development skills.
  • Ability to manage ambiguity and demonstrate resilience when faced with obstacles
  • Bias for action, self-starter mentality and growth mindset.

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 148,800.00 to 193,500.00 USD, 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.

Client-provided location(s): Austin, TX, USA
Job ID: 743999888258460
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Long-Term Disability
    • HSA With Employer Contribution
    • On-Site Gym
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Health Reimbursement Account
    • Mental Health Benefits
    • Virtual Fitness Classes
    • HSA
  • Parental Benefits

    • Fertility Benefits
    • Family Support Resources
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
    • Happy Hours
  • Vacation and Time Off

    • Paid Holidays
    • Paid Vacation
    • Volunteer Time Off
    • Summer Fridays
    • Leave of Absence
  • Financial and Retirement

    • 401(K)
    • Relocation Assistance
    • Performance Bonus
    • Stock Purchase Program
    • Company Equity
    • 401(K) With Company Matching
    • Financial Counseling
  • Professional Development

    • Shadowing Opportunities
    • Access to Online Courses
    • Promote From Within
    • Learning and Development Stipend
    • Tuition Reimbursement
    • Mentor Program
    • Leadership Training Program
    • Associate or Rotational Training Program
    • Lunch and Learns
    • Internship Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)

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