Director, Disputes Lead, Risk Practice

Visa Disputes Optimization Director

Visa Consulting and Analytics (VCA) is the externally facing strategy consulting group of Visa. We draw on our expertise in strategy consulting, data analytics, and industry experience to develop fact-based recommendations that improve client performance. Our clients span the payments ecosystem, including financial institutions, merchants, fintechs, acquirers, and payment processors.

The VCA Risk Practice advises clients on core risk management priorities across the card lifecycle, including fraud, authorizations, disputes, underwriting, and adjacent managed services.

Visa is seeking a Director to lead the commercialization of Visa Disputes Optimization (VDO) across North America. This individual will serve as the primary commercial lead within VCA for VDO, partnering closely with VCA segment teams, Account Executives, Client Services, and product and delivery partners to evangelize the offering, shape client opportunities, and scale revenue growth. This role is ideal for a commercially-minded risk leader who can translate deep expertise in disputes optimization into scaled revenue growth.

The successful candidate will be a strong evangelist and connector—able to build conviction across internal stakeholders, develop compelling ROI-driven narratives, and drive client adoption.

The role requires a strong blend of subject matter expertise in disputes optimization, consultative selling, cross-functional leadership, and client engagement management. The ideal candidate will be equally comfortable acting as a strategist, seller, and subject matter expert—translating capabilities into clear client value, building compelling ROI-driven narratives, and supporting sales pursuits while ensuring successful delivery in partnership with the VDO team.

Core Responsibilities:

• Serve as the internal and client-facing subject matter expert for Visa Disputes Optimization, including use cases, client pain points, and expected outcomes
• Evangelize the VDO offering across VCA segment teams and broader Visa partners to expand awareness and build a strong pipeline
• Partner with segment leads, account executives, and Client Services to identify, shape, and advance client opportunities
• Lead consultative sales efforts by diagnosing client needs and positioning tailored VDO solutions
• Develop ROI frameworks, sales collateral, and executive-ready narratives that clearly articulate value
• Support the full commercialization lifecycle, including opportunity qualification, solutioning, pricing input, and proposal development
• Coordinate closely with the VDO delivery team to ensure strong alignment between what is sold and what is delivered
• Build and manage a robust pipeline of opportunities with accountability for sales goals and offering scale
• Collaborate across Risk, Product, Client Services, and other Visa teams to align priorities and bring integrated solutions to clients
• Produce insights and recommendations that improve client disputes performance and operational outcomes
• Act as a thought leader on disputes by identifying market trends, client needs, and opportunities to evolve the offering
• Support or lead client engagements as needed to strengthen market credibility and delivery quality

Core Capabilities:

Subject Matter Expertise:

• Deep understanding of disputes management, operations, and optimization strategies
• Ability to translate complex concepts into clear business implications
• Strong credibility with clients and internal stakeholders

Consultative Selling:

• Ability to identify client needs and position tailored solutions
• Experience building ROI-driven business cases and sales narratives
• Strong relationship-building skills across client and internal stakeholders

Problem Solving:

• Structured, analytical approach to identifying key drivers of client challenges
• Ability to convert insights into actionable recommendations

Collaboration:

• Proven ability to operate in a highly matrixed environment
• Strong cross-functional partnership and influence skills

Customer Centricity:

• Deep understanding of client pain points in disputes and post-transaction servicing
• Ability to connect Visa capabilities to client business outcomes

Executiv…