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Director, Technical Solutions

4 months ago

Littleton, United States Visa Full time

Visa Usa Inc

Director, Technical Solutions

Highlands Ranch ,

Colorado

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Company DescriptionVisa is a world leader in payments and technology, with over 259 billionpayments transactions flowing safely between consumers, merchants,financial institutions, and government entities in more than 200 countriesand territories each year. Our mission is to connect the world through themost innovative, convenient, reliable, and secure payments network,enabling individuals, businesses, and economies to thrive while driven bya common purpose - to uplift everyone, everywhere by being the best way to payMake an impact with a purpose-driven industry leader. Join us today andexperience Life at Visa.Job DescriptionClient Services provides industry-leading operational support to Visa'sclients around the world. With our deep knowledge and expertise, we are keyinternal partners to Product and Technology, bringing the voice of thecustomer into the design, development and successful deployment of Visaproducts and services, and enabling our client facing teams to deliver andscale new products, services, and initiatives into the market.The Director, Advanced Technical Solutions role is responsible for handlingcomplex issues brought to us by our clients via their Client Success Manager(CSM). The team are highly technical, experienced in processing,self-motivated and highly analytical. Due to their level of knowledge and deepinvestigative skills, multiple Client Services and Product teams oftenconsult with them to solve issues or determine appropriate DPS productenhancemWe are looking for a top-notch problem solver to drive solutions for ourclients, efficiencies, and design process and policy improvements inpartnership with Product and Technology. If you have a healthy love ofcollaboration, process improvements, combined with a can-do, executionminded attitude this is the role for you. The ideal candidate will be one partBusiness Analyst, one part Technologist, a dash of Project Manager andhave passion for Customer Service.The WhatShare responsibilities with a peer to play the role of Incident Managerresponding to alerts, joining operational bridges to represent the clientservices.Partner with other areas of the organization - Product, Technology, ClientServices - to ensure successful resolution of issues and able to translate thetechnical root cause and corrective actions into business jargon verbally andin writingAbility to manage urgent issues, global escalations, and act as a centralpoint for global inquiries during events.Track and manage service/product issues within One CRM and voice trends backto Product or Technology to influence preventative actions.In addition to Incident Management responsibilities, bandwidth permitting,this person will support Level 3-4 inquiries from DPS CSMs and become atechnical SME for a product or serviceAs an SME this person will act as the Voice of CS in cross-functionalmeetings, and as the Voice of the Customer when addressing issues withProduct/TechnologyDrive efficiencies through prioritization, potential automation and newtools, enhancements.Knowledge of DPS processing and familiar with both ISO and API processingformatsThe HowSelf-motivated and driven to interrogate data and documentation to looking forsolutions.Comfortable prioritizing and identifying efficienciesHave a can-do attitude and able to handle disruption and pivots with grace.Knowledge of Visa DPS processing, but are comfortable seeking feedback fromexperts.Comfortable having difficult conversations while achieving a collaborative andpositive outcome.Enjoys learning and has a technical aptitude.Team player that can challenge the status quo without offending, andaligning audience to the common goal.This is a hybrid position. Hybrid employees can alternate time between bothremote and office. Employees in hybrid roles are expected to work from theoffice 2-3 set days a week (determined by leader hip/site), with ageneral guidepost of being in the office 50% or more of the time based onbusiness needs.QualificationsBasic Qualifications10 or more years of work experience with a Bachelor's Degree or at least 8years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhDMust be a self-starter with proven abilities in organizational,conceptual, and logical problem solvingAbility to manage assignments that are of diverse scope and complexity thatrequire significant initiative and good judgmentAbility to set priorities and manage customer expectations internally andexternally, and work both as part of a team and independentlyStrong technical aptitude with the ability to absorb technical information andapply to business solutions.Proficiency providing technical and consultative support to external customersand identify business needs.Customer focus with proven ability to establish productive workingrelationships with staff and management at all levels.Demonstrate ability to work in a complex organization to determine businessand customer needs, providing the best solution to meet those needs.Working knowledge of Microsoft Office (PowerPoint, Excel, and MS Teams).Excellent verbal, written, presentation and interpersonal skills requiredRequires On-call rotational support as neededPreferred Qualifications12 or more years of work experience with a Bachelor's Degree or 8-10 yearsof experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or6+ years of work experience with a PhD5 years of experience in a customer support role in financial services,software or information services and bachelor's degree in business orcomputer related field preferredExperience supporting Applications and Application Users.Scrum-certified or extensive experience with Scrum/Agile methodologies.Programming experience with web-based technologies. E.g., Java, HTML,

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