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 Overview:
The Senior Manager, Visa Spend Clarity on Behalf of Services leads a specialized client delivery team responsible for implementing and supporting Visa Spend Clarity for Enterprise solutions on behalf of Visa issuing clients. The role integrates implementation delivery and functional and technical support into one coordinated service model across the client lifecycle.
This leader is accountable for effective execution, client outcomes, operational performance, team capability and commercial enablement. The role requires expertise in project and program management, service transformation, technical support, client engagement, escalation management and disciplined execution in a technology enabled environment.
The successful candidate will be a hands on service leader who can manage complex implementations and support demand, coordinate resolution across specialist teams, communicate confidently with clients and senior stakeholders, and convert pilot learnings into repeatable operating practices. The role will partner closely with Visa Commercial Solutions, Product, Technology, Implementation, Client Services, Sales, Finance and regional teams.
Role Scope:
- Lead an integrated team covering client implementation, onboarding, stabilization and ongoing support.
- Oversee a portfolio of concurrent client implementations and support activities with competing priorities and dependencies.
- Act as a senior client and internal escalation point while engaging the appropriate higher level support teams when specialized intervention is required.
- Execute the service transformation roadmap and recommend enhancements based on client feedback, operational insights and pilot results.
- Support revenue growth and service profitability through delivery discipline, commercial awareness and scalable operations.
- Build an AI first culture that uses automation, analytics and knowledge management responsibly to improve outcomes.
Key Responsibilities:
Service Delivery and Operational Leadership:
- Lead day to day delivery of Visa Spend Clarity On Behalf Of Services across onboarding, implementation, go live support, stabilization and business as usual support.
- Create clear accountability across the client lifecycle by connecting implementation and technical support activities within a single operating rhythm.
- Establish and maintain service standards, operating procedures, service levels, quality controls, escalation paths, decision rights and governance routines.
- Own performance across implementation timelines, service levels, issue resolution, client experience, quality, productivity, capacity and cost to serve.
- Translate service commitments and commercial agreements into practical workflows, staffing plans, controls and performance expectations.
- Manage delivery across regions and time zones while accommodating legitimate client, market and regulatory requirements.
- Provide leadership coverage outside standard business hours when required for critical client issues, major implementations, go-lives and service escalations.
- Lead service reviews and use operational data to identify emerging risks, capacity gaps, recurring demand and opportunities for improvement.
- Ensure accurate documentation, disciplined follow through and appropriate closure of client and operational commitments.
Client Onboarding and Implementation:
- Lead the end to end onboarding and implementation of Visa Spend Clarity solutions for issuers and their corporate customers.
- Partner with clients to confirm business requirements, scope, selected capabilities, technical dependencies, delivery timelines, readiness criteria and success measures.
- Oversee implementation planning, requirements gathering, configuration, testing, training, go live readiness, launch, stabilization and transition to ongoing support.
- Manage a portfolio of concurrent implementations using clear milestones, ownership, dependencies, risks and communication plans.
- Coordinate implementation leads, product specialists, technical teams, processors, client stakeholders and other delivery partners.
- Identify delivery risks early and implement recovery actions when requirements, timelines, resources or technical dependencies are at risk.
- Improve time to value by simplifying intake, reducing avoidable handoffs and standardizing repeatable implementation activities.
- Ensure that implementations meet agreed quality, control and client experience expectations before progressing through readiness gates.
Technical Support, Issue Resolution and Escalation:
- Lead the delivery of functional and technical support for Visa Spend Clarity clients, issuers and corporate administrators throughout the client lifecycle.
- Establish clear support processes, ownership, service levels and communication standards across implementation, stabilization and business as usual support.
- Ensure the team effectively resolves user access requests, configuration questions, platform inquiries, operational issues and common technical support cases within its authorized scope.
- Assess issue severity, business impact, client risk and urgency to determine when an issue must be escalated to higher levels of technical support, Product, Engineering, Infrastructure, Cybersecurity or established major incident processes.
- Ensure timely, accurate escalation with documented symptoms, troubleshooting completed, business impact, client context and required next action.
- Coordinate with specialist teams through resolution while maintaining clear ownership of client communication, follow up and service recovery.
- Serve as a senior escalation point for client impacting issues without replacing the formal incident manager or accountable technology owner.
- Ensure clients, issuers and internal stakeholders receive appropriate updates during significant issues and service disruptions.
- Partner with Product and Technology teams to support root cause analysis, corrective actions and long term improvements when systemic issues are identified.
- Build knowledge management practices that capture recurring issues, known errors, resolutions, workarounds and implementation learnings.
- Monitor support demand, aging cases, escalation patterns and client feedback to identify opportunities for prevention, automation, self service and AI enabled support.
- Support release readiness, migrations, hypercare and material platform changes with proactive communication and stabilization planning.
Client and Stakeholder Leadership:
- Build trusted relationships with issuers, corporate clients, Visa Commercial Solutions, regional Client Services, Product, Technology and other partners.
- Act as a senior operational contact during implementations, service reviews, critical escalations and recovery activities.
- Communicate complex operational and technical matters clearly to technical and nontechnical audiences.
- Set realistic expectations and provide transparency on progress, risks, dependencies, decisions and recovery actions.
- Represent client and user needs in product, service design and process improvement discussions.
- Influence across a complex matrix and create alignment when ownership, priorities or incentives differ.
Commercial and Revenue Enablement:
- Support the growth and profitability of the service through effective operational management, strong client outcomes and disciplined delivery.
- Understand service scope, client agreements, service levels, pricing assumptions, revenue commitments and the operational implications of commercial decisions.
- Partner with Sales, Product, Finance and commercial teams on new opportunities, client proposals, solution design and service expansion.
- Provide operational input to ensure proposed solutions are executable, appropriately scoped and supported by realistic capacity and cost assumptions.
- Monitor implementation pipeline, service adoption, capacity, utilization, cost to serve and relevant revenue indicators.
- Identify opportunities to expand adoption, improve retention and increase the value clients realize from Visa Spend Clarity.
- Contribute recommendations and operational insights for investments in capabilities, automation, tooling, staffing and service expansion.
- Convert pilot learnings into repeatable practices that support a scalable and commercially sustainable service.
Transformation and AI First Service Delivery:
- Lead execution of the agreed transformation roadmap and provide recommendations for future service enhancements.
- Use AI, automation, analytics, workflow technology, self service and knowledge management to improve implementation speed, issue resolution, employee effectiveness, quality and scalability.
- Identify repetitive or high volume activities that can be standardized, automated or augmented through AI.
- Build an AI first operating mindset in which technology enhances team expertise and decisions without weakening client accountability or controls.
- Use operational and client data to identify bottlenecks, repeat issues, emerging risks and opportunities for proactive support.
- Lead process redesign and change adoption while protecting service continuity and client commitments.
- Ensure responsible use of AI through appropriate human oversight, access, data protection, quality checks and measurable value realization.
People Leadership and Capability Building:
- Build, lead, coach and develop a multidisciplinary team with implementation, project management, product, technical support and client servicing capabilities.
- Define clear role expectations, performance standards, ways of working and development paths for the team.
- Establish structured onboarding, product training, technical learning, client engagement standards and continuous development.
- Develop team members who can work confidently with clients, diagnose issues, manage projects and exercise sound judgment during escalations.
- Build succession coverage for critical product, technical, delivery and leadership capabilities.
- Foster accountability, curiosity, collaboration, disciplined execution and care for clients and colleagues.
- Create effective partnerships across global and regional teams so knowledge and successful practices are shared.
Capacity, Utilization and Value Realization:
- Forecast implementation demand, support volumes, resource requirements and skill needs to maintain sustainable service delivery.
- Establish appropriate staffing and coverage models to support client demand across regions, time zones, planned releases and peak delivery periods.
- Allocate resources across implementation and support work based on client commitments, complexity, risk and business priority.
- Monitor utilization, workload balance and capacity constraints and recommend timely corrective actions.
- Partner with clients and internal stakeholders to improve adoption and realization of value from Visa Spend Clarity capabilities.
- Use client feedback, delivery metrics and support insights to improve implementation quality, support effectiveness and overall client experience.
Governance, Risk and Control:
- Maintain effective governance across implementation, access, configuration, change, support, escalation, data and client communication processes.
- Ensure compliance with Visa policies, client agreements, service commitments, information security requirements, confidentiality standards and applicable obligations.
- Engage Product, Technology, Risk, Compliance, Legal, Privacy and other control partners when changes or service decisions require specialist review.
- Ensure access is granted and reviewed through established controls and that required approvals are documented.
- Maintain accurate records of requirements, decisions, configurations, approvals, changes, issues, escalation actions and client communications.
- Apply readiness gates before production launch, service expansion and material process or technology changes.
- Support business continuity and operational resilience planning for critical service activities.
- Create an environment in which risks are surfaced early, escalated transparently and addressed promptly.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications Required Experience and Capabilities:
- Bachelor degree or equivalent relevant professional experience. An advanced degree or recognized certification in project management, technology, service management or business is preferred.
- Typically 10 or more years of progressive experience in implementation, technical support, client delivery, project or program management, SaaS, financial technology, commercial payments or a related field.
- Demonstrated experience leading multidisciplinary teams responsible for complex client implementations, production support or technology enabled services.
- Strong project and program management capability covering requirements, planning, dependencies, risks, testing, readiness, launch and stakeholder communication.
- Experience leading technical support or service delivery activities, including issue triage, escalation, service levels, client communication and coordination with higher tier technical teams.
- Ability to assess business impact and determine when to engage Product, Engineering, Infrastructure, Cybersecurity or formal incident management processes.
- Strong client facing skills with experience leading implementation meetings, service reviews, technical discussions or sensitive escalations.
- Commercial and financial judgment, including exposure to revenue generating services, client agreements, capacity, utilization, cost management, business cases or service expansion.
- Transformation experience involving process redesign, operating model development, automation, AI, digital tools or organizational change.
- Ability to communicate technical information clearly to clients, executives, operations teams and nontechnical stakeholders.
- Strong analytical judgment and the ability to operate effectively through ambiguity, delivery pressure and client impacting issues.
- Experience influencing across functions, regions and levels without relying on direct authority.
- Experience in commercial payments, expense management, SaaS platforms, financial services, fintech or another regulated technology environment is strongly preferred.
- Ability and flexibility to work across regions, time zones and varying shifts, including evening or night shifts when required by business or client needs, and to travel as required.
- Experience leading globally distributed or follow-the-sun service delivery teams across multiple regions and time zones is strongly preferred.
- Demonstrated ability to lead teams through high-volume periods, competing client priorities, critical escalations and time-sensitive delivery commitments while maintaining service quality and appropriate controls.
Preferred Qualifications:
- Project Management Professional, PRINCE2, Agile, Scrum or equivalent project management certification.
- ITIL, service management, technical support or related certification.
- Experience with enterprise expense management platforms, commercial card products, SaaS implementation, systems integration, APIs, data mapping or enterprise resource planning environments.
- Experience establishing a new service team, center of excellence, managed service offering or global support capability.
- Experience hiring, onboarding and rapidly building capability within a new or expanding service delivery or managed services team.
- Experience working with tiered technical support models and coordinating escalations to specialist teams.
- Practical experience applying generative AI, agentic AI, automation or analytics to client delivery and support.
- Experience with service commercialization, client retention, revenue management or consultative solution development.
- Strong knowledge management and continuous improvement capability.
- Experience operating across multiple geographies, cultures and client environments.
Leadership Profile:
- Client centered: Builds confidence through clear ownership, sound judgment and transparent communication.
- Execution focused: Converts strategy into milestones, controls, routines and measurable results.
- Technically curious: Understands enough to guide troubleshooting, recognize risk and engage the right experts without assuming specialist ownership.
- Commercially minded: Connects delivery decisions to client value, revenue, capacity, cost and scalability.
- Transformational: Challenges unnecessary complexity and applies AI, automation and data to improve the service.
- Collaborative: Aligns diverse partners around shared outcomes in a highly matrixed environment.
- People focused: Builds capability, accountability and confidence within a multidisciplinary team.
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.
