Senior Consultant, Product Management - Digital Services, Client Service

Client Services provides a world class service experience to Visa’s clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and service optimization.

The Digital Services organization in Client Services is responsible for developing and implementing the strategy of how Visa delivers digital services to clients, through self-service experiences that drive client empowerment and satisfaction. 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 Consultant, Product Management role requires market problem and client experience assessment, product requirements definition, and working with development teams to help deliver product enhancements. Exposure to AI is desired. 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, chatbots, AO, IAM/SSO, knowledge management, and self-service tools. We are looking for a senior consultant 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.

Key Responsibilities:

• Drive the tactical roadmap, defining product and market requirements by understanding the needs of clients and strategy from Senior Director
• Establish detailed business requirements and specifications for existing and new services and products. Create user stories and document product requirements, develop well-formed features specifications and acceptance criteria
• Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients
• Monitor day-to-day performance of our platforms, analyze trends, create, and lead initiatives that will improve customer experience
• Collaborate with cross-functional development team (Client Services, Product, Technology, UX Design) to define key milestones such as development, testing, integration, design, client support, and product delivery.
• Manage post-release feature management measurement of adoption, performance, and the need for reiterations for release in collaboration with product marketing and client success team
• Analyze data to provide actionable product insights and define product capabilities, assessment of operational data required
• Proactively identify gaps in the current product offering and lead the effort to develop solutions that drive business value
• Provide support to the various internal customer support teams to help streamline product rollout
• Develop concise product materials to document the product features to educate stakeholders (e.g., Product Guides, Integration Guides, Release Notes)

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

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor’s Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Experience with AI/ML desired
• Ability to work with internal product development and engineering teams to deliver products on schedule and with great quality. Comfortable in a heavily matrixed organization.
• Familiar with software development methodology, story, and requirements definition
• Strong analytical and problem-solving abilities, ability to use hard data and metrics to back up assumptions and evaluate outcomes
• Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment
• Outstanding communication and presentation skills
• Ability to understand both business and technical concepts.
• Experience with Jira, Jira Align or other agile tools is preferred but not required
• Strong product management experience or ability to demonstrate fast paced learning of Product Management skills, plus formal Product management training
• Formal Product Management training is desirable
• Bias for action and self-starter mentality

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 152,200.00 to 243,700.00 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.