Senior Director, AI​/Disputes PM

Job Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Client Services (CS) at Visa delivers industry-leading operational support and account management to clients worldwide. CS enables client-facing teams to deliver and scale new products, services, and initiatives into the market, ensuring that every solution is designed to meet evolving client needs.

CS is deeply involved in the creation and deployment of client-facing products, leveraging advanced digital enablement tools and platforms. CS offers clients self-service capabilities through AI-powered solutions, enabling them to efficiently oversee and enhance their digital experience. These solutions enable seamless onboarding, rapid product adoption, and ongoing optimization, ensuring clients realize the full value of Visa’s offerings. Visa also supports and enhances managed services, including disputes on behalf of our clients.

Our team works with functional leaders in Client Services, Product and Technology to coordinate enhancements and to define the end-to-end self-service experience across Visa’s client products.

The Senior Product Director (AI / Disputes) sets the CS strategy for self-service products used by consumers on behalf of Visa clients. This role is accountable for defining how the solutions enable issuers, acquirers, merchants, and processors to efficiently manage disputes through standardized, scalable, and compliant digital solutions. This role also covers the consumer experience of Visa’s clients. The leader translates ecosystem‑wide needs and regulatory requirements into clear product direction, requirements, and platform capabilities, with deep emphasis on AI‑driven decisioning, automation, and self‑service.

This role owns the end‑to‑end product vision for network dispute consumer platforms that operate at scale, spanning dispute intake standards, evidence orchestration, case lifecycle automation, and intelligent client interactions via chat, voice, and digital channels. Success is measured by improved outcomes—reduced dispute friction, faster resolution cycles, higher data quality, and consistent client experiences—while preserving neutrality and trust across all participants.

As a senior leader, this role partners with Client Services, Product, Technology, and Risk to set guardrails, influence roadmap priorities, and drive adoption of network capabilities. The Senior Product Director champions a customer‑first, digital‑native mindset while ensuring solutions are resilient, extensible, and aligned to long‑term network strategy for credit card disputes and AI innovation.

• Define strategic roadmaps and product requirements based on client needs and leadership strategy.
• Manage a team of Product owners who detail business specs, user stories, and acceptance criteria for new and existing products.
• Partner with UX/CX teams to ensure requirements meet design standards. Able to translate problems into intelligent multi-channel solution designs.
• Monitor platform performance, analyze trends, and lead customer experience initiatives.
• Collaborate cross-functionally (Legal, Disputes Ops, Client Services, Product, Tech, UX) on milestones and delivery.
• Manage post-release metrics and feedback in partnership with marketing and client success.
• Analyze data for actionable insights and operational improvements.
• Identify product gaps and lead solution development.
• Support internal teams to streamline product rollouts.
• Drive clear product documentation (Product Guides, Integration Guides, Release Notes).

This is a hybrid position. Expectation of…