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Customer Support Program Analyst

2 months ago

Austin, Texas, United States Visa Full time
Company Overview

Visa stands as a global frontrunner in the realm of payments and technology, facilitating over 259 billion transactions securely across consumers, merchants, financial institutions, and government bodies in more than 200 countries and territories annually. Our mission is to unify the world through the most innovative, convenient, reliable, and secure payments network, empowering individuals, businesses, and economies to flourish, all while driven by a shared purpose - to uplift everyone, everywhere by being the premier method of payment.

Join us in making a meaningful impact within a purpose-driven industry leader. Experience the essence of Life at Visa.

Position Overview

The Customer Support Program Analyst is primarily tasked with overseeing change management, enhancing processes, conducting data analysis, and managing projects. This role necessitates close collaboration with diverse teams, including Contact Center Operations, the Change Management Excellence Team, Product, Contact Center Support Groups, and Customer Success Managers, to ensure the prompt execution of projects. A high level of initiative, cross-functional teamwork, and accountability is expected from the individual in this role.

Key Responsibilities
  • Engages with key stakeholders within the Managed Services teams to identify challenges and coordinates process enhancement initiatives that lead to improved speed, quality, and overall customer and employee satisfaction.
  • Oversees project activities to ensure alignment and transparency regarding progress, manages timelines, and communicates effectively with stakeholders to escalate risks and issues as necessary.
  • Provides updates to senior stakeholders, translating complex challenges into actionable data and insights to support informed business decisions.
  • Implements best practices and fosters a culture of continuous improvement within Managed Services, utilizing a data-driven approach.
  • Assists in the development and monitoring of key performance indicators (KPIs) to evaluate service delivery effectiveness and make data-informed decisions to enhance quality and efficiency.
  • Effectively prioritizes tasks to ensure timely project completion.
  • Participates in ad-hoc projects as required to support the Managed Services team.
This role is hybrid, allowing employees to alternate between remote and office work. Employees in hybrid roles are expected to work from the office a set number of days each week, as determined by leadership, with a general expectation of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:
  • Minimum of 2 years of professional experience with a Bachelor's Degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD).
  • Proficient working knowledge of Excel (ideally a power user).
  • Experience with Lean Six Sigma, PMP Certification, and/or prior process improvement initiatives.
Preferred Qualifications:
  • 3 or more years of professional experience with a Bachelor's Degree or over 2 years of experience with an Advanced Degree (e.g., Masters, MBA, JD, MD).
  • Previous experience in data analysis and analytics utilizing tools such as Tableau, Power BI, or similar data analytics platforms.
  • Excel power user with expertise in analyzing complex datasets and creating intricate pivot tables, slicers, etc.
  • Prior experience in process enhancement and leading continuous improvement initiatives.
  • Experience collaborating with stakeholders across various functional areas and managing projects.
  • Lean Six Sigma certification (Green Belt or higher) is strongly preferred.
  • Previous project management experience.
  • Familiarity with process mapping tools (e.g., Visio) is preferred.
  • Ability to work independently and excel in ambiguous situations.
  • Demonstrated capacity to communicate effectively with both internal and external stakeholders.
  • Analytical mindset with a proactive approach to problem-solving.
  • Contact Center experience is strongly preferred.
  • Experience in identifying risks and establishing robust controls.
  • Advanced understanding of the payments industry and Managed Services Product lines.
Additional Information

Work Hours: Varies based on departmental needs.

Travel Requirements: This position may require travel 5-10% of the time.

Mental/Physical Requirements: This role will be performed in an office environment, requiring the incumbent to sit and stand at a desk, communicate in person and via telephone, and 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.