Program Manager, Client Care Operations
5d ago

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year.

Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging where your growth is priority, your identity is embraced, and the work you do matters.

We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world helping unlock financial access to enable the future of money movement.

Join Visa : A Network Working for Everyone.

Job Description and Responsibilities

Client Care Operations is an innovative team that helps set the strategy for Visa Client Care and whose goal is to quickly drive process improvements to achieve better Client Experience, enhance the team member engagement, enable OKR achievement, and ensure regulatory compliance.

We are seeking highly motivated, data driven, independent thought leaders, with a passion for global operations transformation.

About You

You have passion and ownership for everything you do. You act on behalf of the whole company, as if it were your own, and never say, that’s not my job.’

You are an expert in Maximizing the amount of work not done’, you enjoy simplifying workflows, eliminating waste and minimizing re-work.

You are extremely curious, and dive deep into the data to understand the customer journey and the team member pain points, before ever recommending a solution.

You feel proud of yourself for getting things done quickly. You have a sense of urgency and a bias for action. You understand that the fastest way to get things done is to utilize a structured, documented, and unambiguous approach, often relying on proven frameworks and published standards to kickstart initiatives.

You are an excellent and direct communicator. You listen attentively, speak candidly and treat others respectfully. You are a thought leader and are bold in your approach to bring forth fresh ideas and innovative solutions.

You have excellent writing skills, and understand that taking notes and documenting details

You are a motivated self-starter with the ability to work independently while driving projects and programs with cross-divisional teams to achieve desired outcomes, effectively prioritize and multi-task under tight deadlines

You love people, whether they are our team members or our clients, and you are passionate about making their lives better every day.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.


  • 5+ years-experience as project / program manager, delivering complex process improvements and global strategic initiatives.
  • Ideal candidate will have deep knowledge and experience with project planning, execution, go-to-market activities, and managing cross-functional, global project teams

  • PMI PMP, Lean Six Sigma, Prosci and / or Disciplined Agile Certification
  • 3+ years of experience utilizing Root Cause Analysis, Process Re-Engineering, DMAIC methods, or other structured methods to bring about significant organizational performance improvements on a global scale.
  • Expertise in process re-engineering, Lean Six Sigma methods, Capability Maturity Models, and / or formal Change Management frameworks
  • Experience with Knowledge Management systems and methodologies and KM governance
  • Understanding of Contact Center metrics, drivers and levers, Genesys IWS, Chat, Telephony, IVR and associated routing, queue functionality and reporting a plus
  • Strategy

  • Demonstrated ability to consider broad strategic issues beyond the immediate tasks at hand and articulate affect / impacts
  • Improve corporate knowledge and best practices by creating or enhancing documentation and processes for project team and others within the business
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