Company Description Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.
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Job Description Client Services at Visa delivers industry-leading operational support and account management to clients worldwide. CS enables client-facing teams to deliver and scale new products, services, and initiatives into the market, ensuring that every solution is designed to meet evolving client needs.
CS is deeply involved in the creation and deployment of client-facing products, leveraging advanced digital enablement tools and platforms. CS offers clients self-service capabilities through AI-powered solutions, enabling them to efficiently oversee and enhance their digital experience. These solutions enable seamless onboarding, rapid product adoption, and ongoing optimization, ensuring clients realize the full value of Visa's offerings. We also support and enhance managed services, including disputes for our clients.
Our team works with functional leaders in Client Services, Product and Technology to coordinate enhancements and to define the end-to-end self-service experience across Visa's client-facing portals. Innovation in AI is necessary.
The Senior Director, AI Product Management role requires market problem and client experience assessment, product requirements definition, and working with development teams to help deliver product enhancements. Experience with AI/ML is required. The solutions we provide are centered on enabling clients to work with Visa through on demand cloud software across multiple functional areas including client support, disputes, chatbots, voice agent, email agent, AI, knowledge management, and self-service tools. We are looking for a senior director who champions a customer-first digital native mindset and is passionate about developing digital service experiences from design to product requirements to development and client delivery.
Responsibilities: - Define tactical roadmaps and product requirements based on client needs and leadership strategy.
- Establish detailed business specs, user stories, and acceptance criteria for new and existing products.
- Partner with UX/CX teams to ensure requirements meet design standards.
- Monitor platform performance, analyze trends, and lead customer experience initiatives.
- Collaborate cross-functionally (Client Services, Product, Tech, UX) on milestones and delivery.
- Manage post-release metrics and feedback in partnership with marketing and client success.
- Analyze data for actionable insights and operational improvements.
- Identify product gaps and lead solution development.
- Support internal teams to streamline product rollouts.
- Drive clear product documentation (Product Guides, Integration Guides, Release Notes).
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
Qualifications 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
- Experience with AI/ML required.
Preferred Qualifications: - 15 or more years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
- Bachelor's degree with 12 or more years of experience or advanced degree with 10 or more years.
- Experience with Gen AI and Agentic AI automation is a plus.
- Effective collaboration with product development and engineering - comfortable in matrixed environments.
- Knowledge of software development methods and requirements definition.
- Strong analytical, problem-solving, communication, and presentation abilities.
- Understanding of business and technical concepts.
- Demonstrated product management expertise or fast-paced learning ability, formal training desirable.
- Proactive and self-motivated approach.
- Background in payment authentication, transaction inquiries, dispute resolution, and financial reporting preferred.
Additional Information Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for this position is 206,100.00 to 360,800.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program. 
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