Director Workplace Hospitality Program

Job Description

Director, Workplace Hospitality Program, North America

• Lead Visa’s North America workplace hospitality and culinary programs, building a consistent culture of food and service excellence across Corporate Services and third-party partners.
• Based in Foster City, CA- this role leads the North America portfolio of sites and interfaces with local management, Executives, executive support staff, vendor organizations, and Facility Managers.
• Primary accountabilities include hospitality program development and contract management of the Food Service Supplier for all NA sites.
• Manage budget for NA culinary services and hospitality programming to deliver a best-in-class experience for employees and clients.

• Establish yourself as Visa’s hospitality Subject Matter Expert- set, uphold, and govern standards of excellence to ensure consistency, efficiency, and quality across all products and services.
• Define KPIs and service levels. Monitor colleague experience metrics to ensure amenities are measured, managed, and continuously improved.

• Lead contract governance for all hospitality and culinary vendors in partnership with Corporate Accounting and Procurement. Ensure compliance with processes and procedures.
• Partner closely with the Food Service Supplier to ensure consistent program alignment across the NA portfolio.

• Own the culinary and events site communications strategy, shifting from management-speak to customer-focused hospitality language that drives engagement.
• Lead an ongoing activation program, community manager function, that promotes return-to-office, wellness, sustainability, collaboration, and senior-leader connection.
• Lead effective internal comms across sites to optimize investment and communicate program progress and milestones to leadership.

• Build strong relationships with Site Leadership, Executives, and cross-functional partners. Provide context to Senior Leadership for decisions and actions related to culture creation and hospitality strategy.
• Collaborate with Global Corporate Services counterparts to align culinary design standards so space and service consistently deliver a best-in-class colleague experience.

• Ensure the food program is an equitable and consistent amenity across the US culinary portfolio, including beverage and catering services.
• Partner with the Supplier to integrate Visa’s Sustainability, Inclusion, and Wellness initiatives into the NA Food Program and adapt offerings for a hybrid workplace.

• Develop the annual program budget. Manage to plan and track all expenditures.
• Utilize Purchasing Requisition s and purchasing cards per established processes. Oversee monthly financial and SLA reporting with vendors.

• Coordinate and conduct employee focus groups and feedback loops to validate program performance on quality, service, convenience, and value.
• Identify opportunities to refine program, service levels, and activations to maximize colleague experience and ROI.

• Provide input to capital and expense budget processes for culinary requirements and future site investments.
• Lead special projects and other duties as assigned to advance hospitality excellence across the NA portfolio.

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

• 10 years of work experience managing Amenities Programs, Food Service, Retail, Corporate Services or related field, or 8 years of work experience with a Bachelor’s degree.
• Demonstrable experience of data analysis and use of data to drive change in service excellence.
• Demonstrable experience with communication and marketing.
• Demonstrable financial acumen, developing and tracking budgets.
• Membership to professional hospitality organization preferred.

• Experience developing and maintaining food service programs and ensuring food safety standards are upheld by vendors.
• Abil…