Sr. Director, Client Services; CS Strategy and Transformation Office

About Us

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

This is an important global leadership role within Visa. The leader will partner with executive leadership across Visa to drive Client Service Strategy and Transformation, leading Client Care’s Risk & Managed Services programs as key CS 2030 strategic initiatives.

• Act as the single point of accountability for strategic initiatives within the Client Care Risk & Managed Services business lines, ensuring alignment with Client Services priorities and transformation objectives.
• Lead end-to-end coordination across stakeholders—including Product, Operations, GTM, and regional teams—to drive change readiness, execution, and successful delivery.
• Drive planning, governance, and execution of strategic initiatives, ensuring consistent practices aligned with the CS Strategic Initiatives and Transformation Office (SITO) framework.
• Provide a consolidated view of initiative progress, risks, and dependencies, enabling leadership visibility and informed decision‑making.
• Support the successful launch and scale of new Client Care Managed Services and Risk Services offerings (e.g., Essentials, 24/7 Monitoring) through onboarding, training, documentation, reporting, and operational readiness.
• Partner cross‑functionally to ensure new services are embedded effectively into BAU operations and deliver measurable client and revenue impact.
• Lead AI and automation adoption across Client Care Risk and Managed Services by embedding intelligent solutions into both existing and new services.
• Translate enterprise AI strategy into practical use cases that drive efficiency, scalability, and margin improvement.
• Define and track success metrics for strategic initiatives, including revenue growth, client adoption, operational efficiency, and margin improvement.
• Ensure initiatives deliver against business case commitments and contribute to broader Client Care Risk and Managed Services growth objectives.
• Lead and mentor a high‑performing team of professionals dedicated to supporting our transformation and change readiness goals.
• Foster a collaborative and innovative team culture that encourages continuous learning and improvement.

• 12+ years of work experience with a bachelor’s degree, or 10+ years of work experience with an advanced degree (e.g., Masters/MBA/JD/MD), or 5+ years of work experience with a PhD.

• 15+ years of experience with a Bachelor’s Degree or 12+ years with an advanced degree, or a PhD with 9+ years of experience.
• Demonstrated success leading complex, enterprise‑scale strategic initiatives and transformation programs from strategy through execution, with clear accountability for outcomes, risks, dependencies, and value realization.
• Strong executive presence and ability to influence a highly matrixed organization, building alignment with senior leaders and partnering effectively across Product, Operations, Technology, Finance, GTM, and regional teams.
• Deep experience in program governance, operating cadence, and performance management, with strong analytical and structured problem‑solving skills and the ability to translate complex issues into actionable decisions and measurable plans.
• Exceptional written and verbal communication skills, including the ability to synthesize complex information, develop executive‑ready materials, and communicate a compelling narrative to diverse stakeholders.
• Experience identifying and scaling AI, automation, or digital enablement opportunities, with strong change management capabilities to drive adoption, embed new ways of working, and…