Director, Technical Solutions

Job Description
Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are key internal partners to Product and Technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.
The Director, Advanced Technical Solutions role is responsible for handling complex 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 deep investigative skills, multiple Client Services and Product teams often consult with them to solve issues or determine appropriate DPS product enhancements.
We are looking for a top-notch problem solver to drive solutions for our clients, efficiencies, and design process and policy improvements in partnership with Product and Technology. If you have a healthy love of collaboration, process improvements, combined with a can-do, execution minded attitude this is the role for you. The ideal candidate will be one part Business Analyst, one part Technologist, a dash of Project Manager and have passion for Customer Service.
The What
Share responsibilities with a peer to play the role of Incident Manager responding to alerts, joining operational bridges to represent the client services.
Partner with other areas of the organization – Product, Technology, Client Services – to ensure successful resolution of issues and able to translate the technical root cause and corrective actions into business jargon verbally and in writing
Ability to manage urgent issues, global escalations, and act as a central point for global inquiries during events.
Track and manage service/product issues within One CRM and voice trends back to 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 a technical SME for a product or service
As an SME this person will act as the Voice of CS in cross-functional meetings, and as the Voice of the Customer when addressing issues with Product/Technology
Drive efficiencies through prioritization, potential automation and new tools, enhancements.
Knowledge of DPS processing and familiar with both ISO and API processing formats
The How
Self-motivated and driven to interrogate data and documentation to looking for solutions.
Comfortable prioritizing and identifying efficiencies
Have a can-do attitude and able to handle disruption and pivots with grace.
Knowledge of Visa DPS processing, but are comfortable seeking feedback from experts.
Comfortable having difficult conversations while achieving a collaborative and positive outcome.
Enjoys learning and has a technical aptitude.
Team player that can challenge the status quo without offending, and aligning audience to the common goal.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.