Product Manager - Service & Process Designer

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.

Job Description

Visa is seeking a Service and Process Designer to lead the transformation of legacy, manual implementation processes into scalable, automated services. This role is responsible for incorporating end‑to‑end onboarding and on-going configuration maintenance of specific DPS and Visa products and services into a modern configuration solution. They design both the front stage (customer interaction) and backstage (processes, systems) to ensure a seamless experience.

This role involves user research, modeling workflows, and improving business performance.

The focus of this role is to ensure that the modern configuration solution works holistically, with clear workflows, automation logic, and ownership across the lifecycle. This role is also expected to work very closely with the dedicated UI and UX Designer on the incorporation of services into a broader, enterprise-wide configuration solution.

Key Responsibilities:

Service & Process Design:

* Map and document current‑state (as‑is) implementation processes across teams, systems, and handoffs

* Identify inefficiencies, risks, manual touchpoints, and failure modes

* Design future‑state (to‑be) service flows that leverage automation and configuration‑driven deployment

* Define service boundaries, including human‑in‑the‑loop vs fully automated steps

* Use current AI tools to facilitate process mapping, stakeholder engagement, and identification of enhancements

Automation & Operating Model Design:

* Drive definition of orchestration logic for automated configuration deployment

* Specify required inputs, outputs, dependencies, approvals, and exception handling

* Partner with engineering to ensure automation aligns with real‑world operational needs

* Establish standards for repeatability, scalability, and governance

Cross‑Functional Facilitation:

* Lead service design workshops with Operations, Product, Engineering, Risk, Implementations, and Client teams

* Align stakeholders on how the implementation service will operates end‑to‑end

* Coordinate pre-adoption planning by identifying which teams are impacting process workflow(s) when newly identified product(s), features, functionality or services are introduced.

* Serve as the source of truth for the service model and process intent

* Establish and maintain clear cross-functional ownership, aligning impacted teams on newly introduced process workflows.

Experience Beyond the UI:

* Contribute to development and implementation of new elements of the modern configuration solution that introduce simplification and scale

* Define non‑UI elements of the service, including:

* Ownership and roles

* SLAs and success measures

* Support and escalation paths

* Post‑deployment lifecycle considerations

* Ensure the service functions effectively before, during, and after UI interaction

* Establish metrics for new services incorporated into the modern configuration solution in a sustainable manner to provide executive-level reporting

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Visa will accept applications for this role until at least June 15, 2026

Qualifications

Basic Qualifications:

* 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

* 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

*…