Director - Product Operations

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

• Partner with the Senior Director to lead the Testing Pillar multi-year transformation roadmap and strategic plans, focusing on the successful delivery of Visa Client Product Testing Tools. Collaborate with the COE team and regional Testing groups to define and implement a future-focused vision that aligns people, processes, and systems, driving continuous improvement and automation.

• Product Launch Management: Oversee end-to-end go-to-market planning, rapid execution, and post-launch performance optimization for the new enterprise testing platform, ensuring delivery within aggressive timelines.

  • Drive accelerated launch cycles by establishing streamlined processes, clear milestones, and cross-functional alignment to deliver the testing platform to market within 12 months, balancing speed with quality.

  • Integrate AI-driven capabilities into both the product and operational workflows, ensuring the platform leverages automation, intelligent analytics, and machine learning to enhance testing efficiency and decision-making.

  • Lead comprehensive launch readiness activities , including product positioning, enablement of testing teams, documentation, training programs, and stakeholder communication to ensure rapid adoption and seamless transition.

  • Execute post-launch optimization through continuous monitoring of platform performance, gathering user feedback, and leveraging AI-powered insights to iterate quickly, resolve issues, and deploy enhancements at speed.

• Operational Reporting : Develop and maintain dashboards, reports, and documentation to monitor product initiatives, performance, and outcomes.

  • Drive implementation of metric-based improvements including monitoring, reporting, performance analysis and cost benefit

  • Provide senior stakeholder updates, translating complex problems into data and insights throughout the journey and enabling informed business decisions

• Data & Insights : Gather, analyze, and present product performance metrics to guide strategic decisions and measure success.

  • Leverage a wide variety of analytical & process management skills to develop comprehensive process improvement plans.

• Tools & Systems : Manage and enhance product management tools (e.g., Jira, Confluence, MS Teams, MS Project, Productboard) to maximize team productivity and workflow efficiency.

  • Evaluate and analyze testing processes and services, recommending improvements to enhance efficiency and effectiveness.

• Cross-Functional Alignment : Drive effective communication and collaboration between product, engineering, design, and support teams. Deep collaboration with our main stakeholders including, Client Services, Product, Technology, and other support teams.

  • Represent all regional Testing teams in cross functional projects, including being the POC for our Tech solutions such as tools, system enhancement, reporting, troubleshooting, etc.

  • Engage and establish business partnerships with cross functional leadership including CS leadership, relevant stakeholders and business partners across Visa to collaborate, influence, and drive Center of Excellence programs and initiatives.

• Customer Feedback Loop : Establish and maintain processes to capture, analyze, and incorporate customer and user feedback into product planning.

  • Translates the ‘voice of the client and/or employee’ into strategic initiatives, partnering with global senior stakeholders to deliver on an improvement pipeline

  • Partner with cross-functional testing teams to improve the client experience, service standards and/or, operational efficiency and effectiveness through process design and re-engineering

• Curriculum & Training : Develop and manage Testing and stakeholder training curriculum with implementation plans, ensuring relevant content by audience and contract management best practices. Together with Senior Consultant manger, provide training and guidance to team members and other stakeholders.

• Ambassador Role : Acts as an ambassador to coach and lead the client services organization to deliver process improvement and cost saving across our business, specifically in testing pillar

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client-focused. This role is an individual contributor at an advanced support staff level. This candidate should have:

• Minimum 10 years’ experience in successful delivery of large initiatives with demonstrated business value.
• Proven ability to manage complex, cross-functional initiatives from concept to delivery.
• Minimum 10 years’ experience in Software Testing, including Payments, Mobile, Web-based, and Client-Server applications using both Manual and Automation techniques.
• Strong AI expertise — proven experience in AI adoption, implementation, and integration into products and operational workflows, including automation, intelligent analytics, and machine learning.
• Experience in developing and deploying client-facing testing tools or similar solutions is an advantage.
• 5+ years of experience in Product Management, Project Management, or Product Operations roles.
• Degree in Computer or Process Engineering, MIS, or Technology-related field.
• Strong analytical and problem-solving skills, with experience using data and AI-powered insights to drive decisions.
• Excellent communication, facilitation, and stakeholder management skills.
• Proficiency in product and project management tools (e.g., Jira, Confluence, MS Teams, MS Project, Copilot, Productboard).
• Track record of introducing new methods and thought processes to drive business process improvements.
• Experience working in SaaS or technology-driven companies.
• Familiarity with Agile, Scrum, or other iterative delivery methodologies.
• Knowledge of operational improvement frameworks (e.g., Lean, Six Sigma).
• Exposure to customer success or support operations.

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.