Vice President, Global Operations – Payment Products Operations

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable, and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network, and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators, and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together , let's transform the way the world pays.

Reporting directly to the Senior Vice President of Global Operations, the Vice President of Payment Products Operations will play a critical role in 24/7 operations for key areas of our Payment Products division, overseeing Level 1 operations of key consumer payment applications and services. This role involves coordination across multiple global data centers and processing environments, directing and managing a globally distributed team of approximately 100 professionals, ensuring they provide top-tier operational support for key services in the Payment Products domain.

As a key strategic leader, you'll steer technology strategies and cultivate executive partnerships across product development, client services, and with our principal clients. Your technical expertise will lead the operational excellence for our global infrastructure and service portfolio, including real-time authorizations, tokenization and surrounding key services and deliver high uptime availability and customer-centric service to Visa's clients.

You will be responsible for spearheading the transformation of Visa's operations towards next-gen capabilities, with a focus on innovations in Automation, AIOps, and Generative AI. You will also provide timely and critical support for production incidents and enhance metrics such as Mean-Time-To-Detect (MTTD), Mean-Time-To-Mitigate (MTTM), First-Call-Resolution (FCR), and Time-To-Escalate (TTE).

This vital role holds accountability for delivering exceptional uptime and customer-centric service to Visa's clients. As an industry thought leader, you will lead the way in pioneering the transformation of Visa's operations towards future-ready capabilities.

Essential Functions:

• Spearhead a global strategy and guide the execution of vital 24/7/365 Level 1 operations for the key domains of Payment Products business pillar. This includes managing key payment products applications and services across multiple datacenters and processing environments worldwide.
• Champion the adoption of automation, AIOps, Generative AI, and next-generation tools to enhance efficiency, productivity, and precise operations.
• Cultivate positive and fruitful relationships with key Visa clients and client services partners through customer success initiatives.
• Collaborate with Visa's Technology, Client Services, Business, Operations & Infrastructure teams to operationalize AIOps, next-generation Level-1 support, and client/customer support via phone, email, and ticket channels.
• Provide best in class first-level support for production incidents and improve Mean-Time-To-Detect (MTTD) and Mean-Time-To-Mitigate (MTTM), First-Call-Resolution (FCR), Time-To-Escalate (TTE) through monitoring, functional analytics, and incident management.
• Set the vision and execution strategy required to transform mission-critical 24/7/365 Level-1 operations with forward-looking technology advancement and adoption.
• Act as a liaison between various organizational entities (Product, Cybersecurity, Operations & Infrastructure, and Client Services), building collaborative relationships with senior leaders of these organizations.
• Provide resource plans, monitor budget tracking and forecasting, and manage the organization to achieve target scope, schedule, and cost objectives.

Basic Qualifications:

• Bachelors or master’s degree with a STEM major (Science, Technology, Engineering or Math)
• A minimum of 15 years of relevant work experience is required, with at least 10 years in a technical leadership role with another 10 years in people management roles.
• Possess deep knowledge in operational systems management and IT Service Management (ITSM), with substantial experience in incident management, incident response, change management, and operational metrics.
• Demonstrate a robust understanding and practical application of Level-1 and Level-2 Operational support.
• Display a strong understanding and background in AIOps, Generative AI, and automation, with an emphasis on leveraging AI and automation to construct precise and efficient operations.
• Expertise in driving continuous improvement within an organization, specifically in areas including Level 1 monitoring, alerting, release discipline, change management, anomaly detection, automation, and incident response.
• Comprehensive understanding and experience in operations, infrastructure, and systems, specifically related to providing top-tier Level 1, mission-critical 24/7/365 support for high-volume transaction processing services in a multi-datacenter and multi-processing environment.
• Expertise in managing mission-critical 24/7/365 support functions, with the ability to balance high availability requirements, incident response, client expectations, and support.
• Possess a solid understanding and background in IBM mainframe technology, as well as open system technology stacks including Oracle, Linux, Java, containers, middleware services (such as caching and Kafka), Kubernetes, and more.
• Strong knowledge and experience in operating high throughput and low-latency (high TPS) services with 99.9999% or better system availability.
• Demonstrated understanding of systems, applications, monitoring solutions, and operational characteristics of highly available and scalable systems.
• Ability to effectively push back on peer product development leaders and client expectations, while maintaining collaborative relationships with clients and internal stakeholders.

Preferred Qualifications:

• Natural collaborator with excellent verbal, written, and presentation skills.
• Must be disciplined, comfortable with ambiguity, and possess the maturity and capability to interact with and influence multiple levels and organizations, both internal and external to Visa.
• Consistently exhibits relevant leadership behaviors in team management, customer communications, and internal interactions with peers, senior leadership, and clients in order to exert influence and build relationships.

Additional Hiring Location: Highlands Ranch, CO

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position may require travel 20-30% 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 196,300.00 to 270,000.00 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.