Senior Director, Digital Voice Solutions & AI Product Management

Senior Director, Digital Voice Solutions & AI Product Management

Visa | Posted Mar 12

Full-time

Foster City

Master (>10 yrs)

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.

The Client Care Digital & AI Services organization in Visa Client Services enables world‑class client care through scalable digital platforms and AI that improve client experience at scale, agent productivity and effectiveness as well as lower cost to serve with measurable value. This role leads product strategy and delivery for voice and chat solutions, driving the execution of Digital and AI capabilities that support the Client Care Transformation initiative.

• Lead product development for Genesys Cloud Voice & Chat out-of-the-box platform solutions and specialized Digital & AI voice capabilities for Client Resolution and Managed Services lines of business.
• Define product roadmap and requirements aligned to Client Care transformation strategy.
• Establish detailed business requirements and specifications for existing and new services. Develop well‑formed feature specifications, user stories and acceptance criteria.
• Partner with the Technology team to define technical flows and specifications, evaluate architectural choices, and execute the technology build.
• Evaluate and implement AI‑driven tools and automation platforms, and agentic workflow solutions to improve business performance and operational efficiency.
• Define success metrics, track post‑release performance and gather operations teams feedback to inform future product development and enhancements.
• Communicate delivery progress, dependencies, risks and opportunities across program stakeholders.
• Manage relationship with Genesys technology partner to secure best‑in‑class advanced AI‑powered Voice solution deployments.
• Lead comprehensive Digital & AI solutions delivery program in support of CS Client Care Transformation and Managed Services initiatives.
• Oversee and track identification and solutioning of high‑priority Digital & AI use cases for voice and chat channels.
• Drive continuous improvement and digital transformation efforts by identifying opportunities for process redesign, automation and integration across systems.
• Manage solutions roadmap, identify critical operational and technology dependencies and trade‑offs.
• Ensure timely user testing, training and communications activities in preparation for solutions deployments.
• Identify risks and opportunities for value realization across Digital & AI solutions.
• Oversee and track deployed solutions value realization.
• Communicate digital & AI program delivery progress, dependencies, risks and opportunities across Client Care Transformation cross‑functional team and stakeholders.
• Develop materials that document product features, capabilities and other information to educate internal and external stakeholders.
• Ensure timely and on‑target execution of the above program delivery working in close collaboration with Client Care Operations & Change Excellence teams, Services Digitization Product Owners, Technology teams and Technology partners.

• Basic Qualifications:
  
  12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g., Masters/MBA/JD/MD), or a minimum of 5 years of work experience with a PhD.
• Preferred Qualifications:
  
  15 or more years of experience with a Bachelor’s Degree or 12 years with an Advanced Degree (e.g., Masters, MBA, JD, or MD), PhD with 9+ years of experience.
• Minimum 10+ years of experience in product management, or AI solution development within financial services or payments.
• Proven track record of successfully designing, managing and launching Gen AI, smart automation and agentic solutions.
• Demonstrated ability to lead cross‑disciplinary teams that include Technology, Services, Product partners and other stakeholders in matrixed environments.
• Strong problem‑solving skills, with demonstrated analytical…