Senior Director, Acceptance GoToMarket Services; GTMS

Role Overview

The Senior Director, Acceptance Go To Market  Services (GTMS), is a senior, enterprise-facing leader responsible for defining, evolving, and operationalizing the global service experience for their assigned Visa's Acceptance Solutions portfolio, with a primary focus on Network Products and the Visa Acceptance Platform.

This role operates at the intersection of product strategy, platform delivery, and client outcomes. The leader will shape service experiences as a core component of Visa's value proposition, ensuring onboarding, implementation, and ongoing service are designed as scalable, modern, and business-impactful capabilities from day one.

Reporting to the VP of Acceptance Go To Market  Services, this role partners closely with Product, Technology, Sales, and Regional Client Services leaders and is expected to operate with enterprise-level judgment and influence in a highly matrixed global organization, executing against defined priorities and informing tradeoffs across service design, product readiness, and go-to-market execution.

This is a builder opportunity at a critical inflection point, requiring a leader who has previously designed and scaled modern, technology-first service organizations and is ready to apply those patterns in a complex, global acceptance ecosystem.

• Own and evolve a multiyear service experience vision for assigned Acceptance Solutions, aligned to product strategy and Visa's Integrated Service Experience Architecture.
• Design end-to-end service experiences that are simple to adopt, scalable by design, and differentiated in the market.
• Represent the voice of the customer with senior Product, Technology, and Sales leaders, influencing roadmap prioritization and service readiness decisions.
• Translate client pain points, ecosystem shifts, and emerging risks into service capabilities that improve time-to-value, reliability, and client outcomes.
• Benchmark Visa's service experience for assigned Acceptance Solutions against leading B2B technology platforms and introduce best-in-class practices.

• Treat service as a growth engine, designed to accelerate activation, improve reliability, and maximize the business impact of Acceptance Solutions.
• Embed a strong business mindset within the direct team and across Client Services partners, ensuring service design accelerates time-to-revenue and drives sustainable product adoption.
• Partner with Sales and Product teams to improve activation, reduce friction in go-live motions, and unlock incremental revenue opportunities.
• Support acceleration of Signed Not Live  (SNL) deals and improve performance of Live Not Performing  (LNP) clients through standardized operating rhythms.
• Deliver measurable service outcomes aligned to business strategy, including improvements in time-to-value, activation, adoption, reliability, and service efficiency.

• Design and scale components of the global service operating model for assigned Acceptance Solutions, balancing standardization with product and market-specific needs and ensuring model is simple to implement and efficient to operate.
• Lead ecosystem activation readiness by ensuring clients, partners, processors, and internal teams are operationally and technically prepared to launch and scale Acceptance products, with clear ownership, handoffs, and fulfillment standards across the end-to-end lifecycle.
• Productize onboarding, implementation, and support experiences, including API-driven enablement, self-service capabilities, and standardized implementation frameworks.
• Incubate and evolve onboarding and implementation strategies, including activation frameworks, service level agreements, and readiness models.
• Drive a shift-left service strategy by partnering with Product and Technology to eliminate friction through better design, documentation, tooling, and readiness, reducing the need for reactive support.

• Partner with Product and Technology teams to embed service intelligence directly into platforms, improving client experience while reducing service intensity.
• Lead the evolution toward an AI-augmented service model for assigned Acceptance Solutions that scales capacity, improves quality, and enables proactive issue detection and predictive experience management.

• Empower and support regional teams to scale assigned Acceptance Solutions effectively while maintaining global consistency.
• Drive regional execution of global service strategies in partnership with Regional Client Services, Client Care, and Specialized Sales teams.
• Use performance data and insights to monitor service health, surface risks, and drive accountability across matrixed teams.
• Ensure top global accounts receive appropriate strategic focus and support.

• Lead a team of globally distributed service and experience…