Senior Program Manager

Key Responsibilities:

• Perform all duties associated with managing Lean, Agile and Client Experience transformation programs
• Analyze customer and client surveys as well as team member feedback to drive efficiencies in processes and improvements in client experiences
• Connect with key stakeholders, understanding their drivers and stressors, ensuring the programs improve internal as well as external performance
• Work with the Business Owner to understand priorities, risks and timelines and establish and manage the plan to achieve program milestones
• Drive the establishment of documented processes and procedures within an easily accessible Knowledge Management framework utilizing formal change management
• Foster team cohesion and morale, constantly acknowledging other's contributions and celebrating team wins
• Continuously strive to be the best through retrospectives and continuous improvement
• Manage projects to achieve OKR objectives

About You:

• You have passion and ownership for everything you do. You act on behalf of the whole company, as if it were your own, and never say that's not my job.
• You are an expert in Maximizing the amount of worknotdone, you enjoy simplifying workflows, eliminating waste and minimizing re-work.
• You are extremely curious, and dive deep into the data to understand the customer journey and the team member pain points, before ever recommending a solution.
• You feel proud of yourself for getting things done quickly. You have a sense of urgency and a bias for action. You understand that the fastest way to get things done is to utilize a structured, documented, and unambiguous approach, often relying on proven frameworks and published standards to kickstart initiatives.
• You are an excellent and direct communicator. You listen attentively, speak candidly and treat others respectfully. You are a thought leader and are bold in your approach to bring forth fresh ideas and innovative solutions. You have excellent writing skills and understand that taking notes and documenting details is a leadership skill that enables alignment and sets team direction.
• You are a motivated self-starter with the ability to work independently while driving projects and programs with cross-divisional teams to achieve desired outcomes, effectively prioritize and multi-task under tight deadlines
• You love people, whether they are our team members or our clients, and you are passionate about making their lives better every day.
• This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.
• 10+ years-experience as project/program manager, delivering complex process improvements and global strategic initiatives for large corporations or within the military. Ideal candidate will have deep knowledge and experience with project planning, execution, go-to-market activities, and managing cross-functional, global project teams.
• PMI PMP, Lean Six Sigma, Prosci and/or Disciplined Agile Certification
• 3+ years of experience utilizing Root Cause Analysis, Process Re-Engineering, DMAIC methods, orother structured methods to bring about significant organizational performance improvements on a global scale.
• Expertise in process re-engineering, Lean Six Sigma methods, Capability Maturity Models, and / or formal Change Management frameworks
• Experience with Knowledge Management systems and methodologies and KM governance
• Understanding of Contact Center metrics, drivers and levers, Genesys IWS, Chat, Telephony, IVR and associated routing, queue functionality and reporting a plus