Senior Director, Client Care - Specialty Services - Remote

Overview

The Senior Director of Client Care will lead the Managed Services team at Visa, focusing on operational excellence, client satisfaction, and innovative payment solutions.

In Short

• Lead the Global Client Care team providing support to cardholders.
• Manage departmental strategy and transformation initiatives.
• Ensure adherence to contractual obligations and P&L ownership.
• Focus on automation, AI, and self-service solutions.
• Build a performance-based culture centered on customer outcomes.
• Represent client interests across Visa's services and products.
• Support business development and sales efforts.
• Oversee a global team of approximately 80 members.
• Position requires some domestic and international travel.
• This is a hybrid role with a mix of remote and in-office work.

Requirements

• 12+ years of relevant work experience with a Bachelor's degree or equivalent.
• 15+ years in Customer Service, with experience leading global teams.
• Strong leadership, strategic thinking, and decision-making skills.
• Experience in client service delivery and managing expectations.
• Ability to build relationships across organizational boundaries.
• Familiarity with PMP, Agile, or Six Sigma methodologies.
• Strong analytical and negotiation skills.
• Excellent communication skills, both written and oral.
• Self-motivated and results-driven.
• Experience with digital channels and call center technologies.

Benefits

• Comprehensive benefits package including Medical, Dental, and Vision.
• 401(k) plan with employer match.
• Paid Time Off and Wellness Program.
• Potential for bonus and equity compensation.
• Opportunities for professional development and growth.