Client Care Operations Manager
Core
Define and manage strategic priorities for Client Care operations, including business planning, demand forecasting, workforce planning, quality assurance, and metrics monitoring.
Role type
Manager, Client Care Operations (non-customer-facing)
Builds
Operational workflows and automated case assignment processes for Visa Client Care
Domain
Payments technology / Client Care Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Business planning, demand forecasting, workforce planning, quality assurance, metrics monitoring, process improvement, cross-functional coordination, project management, data analysis, team coaching, MS Office tools proficiency, CRM experience, Genesys experience, payments industry knowledge, Lean DMAIC, automation experience
Preferred skills
Dispute processing experience, process governance, technical issue representation, priority setting, trend analysis, business process re-engineering, resource management, documentation governance
Technologies
Generative AI tools (ChatGPT, Microsoft Copilot), MS Project, PowerPoint, Word, Excel, Visio, SharePoint, Teams, CRM, Genesys
Responsibilities
Define and manage strategic priorities for Client Care operations, establish and improve workflow processes, coordinate operational activities, lead cross-functional teams, monitor operational performance, support new starters, collaborate with AI and automation teams, engage in strategic planning
Seniority
Manager, strategic & operational leadership