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 Role Summary:
Director, 24/7 AI-Driven Command Center is responsible for leading the shared-service command center that monitors workforce and service performance, identifies emerging risks, and coordinates real-time action across supported lines of business. This role is accountable for protecting service levels through timely, accurate, and increasingly AI-enabled monitoring, decision support, and workforce orchestration.
The Command Center combines automated monitoring with human judgment to deliver early warning, driver attribution, intraday reporting, agent callout and exception management, and coordinated response to service-level risk. The Director will establish a disciplined 24/7 operating model and partner closely with line-of-business WFM Directors, Operations, Reporting and Insights, Technology, and Tools and Governance to ensure decisions are executed quickly and consistently.
Key areas of accountability include:
- Leading AI-driven real-time monitoring, early warning, driver attribution, and intraday reporting
- Orchestrating timely actions to protect service levels and optimize available workforce capacity
- Managing agent callout, exception handling, and escalation of material operational risks
- Coordinating intraday skilling, routing, and line-of-business performance interventions
- Advancing automation and AI-enabled decision support while maintaining appropriate human oversight
The Director will collaborate regularly with senior WFM and Operations leaders to align Command Center priorities with business needs and will serve as a key escalation point during material service events. This role reports to the Sr. Director, Workforce Management.
Key Responsibilities:
- Lead a 24/7 Command Center responsible for continuous monitoring of workforce, demand, capacity, and service-level performance across supported lines of business.
- Establish AI-driven early-warning capabilities and driver attribution that identify operational risks before service performance is materially affected.
- Deliver automated, accurate, relevant, and timely intraday reporting that supports rapid decision-making and coordinated action.
- Own real-time orchestration and optimization, including intraday staffing decisions, SLA protection, workload balancing, and use of available workforce levers.
- Coordinate intraday skilling and routing updates with line-of-business WFM, Operations, and Technology partners.
- Lead agent callout, attendance exception management, and escalation processes in accordance with defined governance and authority matrices.
- Partner with line-of-business WFM Directors to diagnose performance changes and recommend targeted interventions based on operational conditions.
- Advance AI and automation within Command Center workflows while maintaining appropriate human review, controls, exception handling, and decision accountability.
- Establish performance measures for alert quality, response time, action effectiveness, service-level protection, and realized capacity benefits.
- Build and develop a high-performing global team with the operating discipline, judgment, tools, and technical capabilities required to manage a continuous operation.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications Basic Qualifications:
- 10 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 or MBA).
- Extensive experience in Workforce Management, contact center operations, command center operations, or a related discipline.
- Significant experience with enterprise WFM systems and workforce technology, preferably including Genesys Cloud.
- Demonstrated expertise in real-time management, intraday decision-making, service-level protection, workforce optimization, and operational escalation.
- Experience leading teams in a complex, high-volume, multi-site, or continuous operating environment.
- Proven ability to use data, analytics, and technology to identify performance risks and drive timely operational decisions.
- Strong leadership, communication, problem-solving, and cross-functional influence skills.
Preferred Qualifications:
- 12 or more years of experience with a Bachelor's Degree or 10 or more years of experience with an Advanced Degree.
- Experience leading a global 24/7 workforce or operations command center supporting large contact center or client service operations.
- Experience with enterprise WFM platforms, real-time analytics, routing technologies, workforce orchestration, and performance-monitoring tools.
- Experience implementing AI, automation, predictive alerts, decision-support, or exception-management capabilities in an operational environment.
- Demonstrated ability to lead through significant service events, balance competing business priorities, and make sound decisions under time pressure.
- Proven record of improving service levels, workforce utilization, response times, and operational consistency through disciplined real-time management.
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.
