Sr. Director, Global Service Experience Optimization– VCS and Visa Spend Clarity for Enterprise
Core
Lead global service model optimization for Visa Spend Clarity for Enterprise (VSCE) and VCS products, driving process improvements, platform stability, and client satisfaction across 110+ issuing clients.
Role type
Sr. Director, Global Service Experience Optimization
Builds
Global service delivery framework for VSCE and VCS products
Domain
Financial services / Payment card industry / SaaS expense management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Global service model optimization, cross-functional stakeholder management, data-driven continuous improvement, client satisfaction monitoring, platform performance analysis, process re-engineering, SaaS support strategy
Preferred skills
Financial services customer support leadership, complex technical issue translation, client relationship management, project management, MS Office tools proficiency
Technologies
MS Project, Excel, PowerPoint, Word, Visio
Responsibilities
Partner with Product and Technology leaders to drive service improvements and support VCS product roadmap; Analyze global case data and platform health trends to advise partners; Develop strategies to minimize client escalations; Lead internal process re-engineering initiatives to improve product adoption and support delivery; Coordinate deployment of product or process improvements across Global and Regional teams.
Seniority
Senior, hands-on IC with strategic leadership
