About Us

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.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Job Description

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 Client Services Digital and AI organization is dedicated to simplifying and automating end-to-end business processes across the client lifecycle and making client interactions with Visa straightforward, intuitive, and rewarding through the design, development, and delivery of enhanced digital experiences. As a member of this team, you will play a pivotal role in transforming cross-functional Client Services processes through scalable products, intelligent automation, and AI-enabled solutions.

We are seeking a Senior Product Manager to lead high-impact digital, automation, and AI products that improve Client Services processes across the client lifecycle, including integrations between enterprise platforms and internal and external systems. This role will own product strategy, discovery, solution design, roadmap prioritization, and execution across a portfolio spanning multiple business domains and cross-functional teams, driving measurable client, employee, risk, and operational outcomes in a fast-paced environment.

The ideal candidate is a senior product leader with exceptional execution skills, technical and AI fluency, and a record of solving complex enterprise challenges. They apply rigorous critical thinking, customer empathy, and user-centric design; make sound decisions with incomplete information; influence executive stakeholders; lead large-scale, cross-functional initiatives; and translate ambitious visions into measurable outcomes. This role requires a leader who can operate effectively across business, product, design, technology, and operations teams while maintaining a relentless focus on user experience, business value, and delivery excellence. The successful candidate will help shape the future of our platforms by driving intelligent automation, AI-enabled experiences, and seamless integrations that improve productivity, scalability, and client outcomes, and will provide portfolio-level guidance and mentorship that elevates product management capability across the organization.

Responsibilities

Define and drive the product vision, strategy, and roadmap for a portfolio of digital, automation, AI, agentic, and integration capabilities that improve Client Services processes enterprise-wide across the full client lifecycle and multiple business domains, setting the strategic direction that guides the broader team.
Lead end-to-end product management and delivery for complex, high-visibility digital, automation, and AI initiatives, including discovery, problem framing, prioritization, business case development, requirements, design, experimentation, testing, release planning, adoption, performance measurement, and continuous optimization.
Lead cross-functional collaboration across business, product, technology, design, and client services teams to drive alignment, effective solution design, and successful delivery of scalable, user-centric solutions that create measurable business value.
Use AI to build and evolve products: identify suitable use cases; assess data readiness and model feasibility; develop prototypes and production requirements; define evaluations, guardrails, human oversight, and success metrics; and partner with engineering, data science, privacy, security, risk, and legal teams to deliver responsible, scalable AI capabilities. Apply AI-native tools to accelerate discovery, prototyping, solution design, documentation, and delivery.
Develop deep expertise in Client Services processes, client and employee journeys, operational controls, enterprise platforms, and cross-functional dependencies to inform product strategy, solution design, and decision-making.
Apply rigorous critical thinking, systems thinking, and data-driven judgment to frame ambiguous problems, test assumptions, synthesize qualitative and quantitative evidence, evaluate tradeoffs, manage dependencies and risk, define success metrics, and drive continuous improvement across complex initiatives.
Shape and deliver incident-management platforms and solutions that enable intake, triage, workflow orchestration, escalation, collaboration, observability, root-cause analysis, communications, resolution, and continuous learning across Client Services.
Drive stakeholder alignment and influence decision-making through clear, proactive communication of strategy, priorities, risks, tradeoffs, progress, and business outcomes to Directors, Sr. Directors, and VPs and stakeholders at all levels of the organization, securing sponsorship and investment decisions.
Mentor Product Managers and other team members and contribute to building strong product management, delivery, and AI adoption practices across the organization; define and champion product management standards, frameworks, and best practices that raise the bar for the team.
Own portfolio-level planning, prioritization, and governance across multiple concurrent product initiatives, balancing resource constraints, strategic priorities, and cross-product dependencies to maximize aggregate business impact.

Qualifications

Basic Qualifications:

8 or more years of relevant work experience with a Bachelor's degree, including at least 5 years in product management, or 6 or more years of relevant work experience with an advanced degree (e.g., MBA, MS), including at least 4 years in product management. Experience must include ownership of complex enterprise digital, platform, automation, or AI products from strategy through launch, adoption, and measurable outcomes.

Preferred Qualifications:

10 or more years of relevant work experience with a Bachelor's degree, or at least 8 years with an advanced degree (e.g., Master's, MBA, JD, MD), or 5 years with a PhD, with demonstrated senior-level product ownership, cross-functional leadership, executive influence, and delivery of enterprise products at scale.

Proven senior product management experience delivering complex enterprise software, platform, workflow, automation, integration, AI, or intelligent agent solutions used across multiple processes, functions, or regions, with accountability for strategy, roadmap, delivery, adoption, and business outcomes.
Strong technical fluency with the ability to understand system architectures, APIs, data models, integrations, and AI-enabled solutions while effectively partnering with engineering and architecture teams.
Required experience using AI to build products or material product capabilities, including use-case selection, data and model feasibility assessment, prototyping, evaluation design, quality and failure-mode analysis, responsible-AI controls, human-in-the-loop design, launch, monitoring, and iteration. Experience with AI-native development and design tools is expected.
Required experience using or building incident-management platforms and solutions, including workflows for intake, triage, severity assessment, escalation, collaboration, stakeholder communications, observability, resolution tracking, root-cause analysis, and post-incident improvement.
Strong customer-centric product mindset with experience translating user needs into intuitive, scalable solutions that balance business goals, technical considerations, and user experience.
Excellent program and project management skills, with a proven ability to lead large-scale cross-functional initiatives, manage competing priorities and dependencies, identify risks proactively, and drive successful execution.
Exceptional critical thinking, systems thinking, analytical reasoning, and data-driven decision-making, with demonstrated ability to structure ambiguous problems, challenge assumptions, synthesize evidence, anticipate second-order impacts, evaluate tradeoffs, and make defensible decisions across complex business and technical environments.
Exceptional communication, stakeholder management, and influencing skills, with a strong executive presence and the ability to build alignment and communicate complex business and technical concepts to audiences at all levels.
Demonstrated leadership skills, including the ability to lead through influence, mentor others, foster collaboration, and drive organizational change.
Demonstrated experience owning or coordinating a portfolio of concurrent product initiatives, including cross-product dependency management, capacity planning, and aggregate benefit realization.
Experience in payments, fintech, financial services, or another complex, regulated, service-intensive environment, with knowledge of end-to-end client service processes, enterprise workflow transformation, operational risk, and service delivery.

Qualifications

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.
Experience in roles such as product manager, product owner, business process analyst, or sales operations.
Experience in applying Agile principles across design, development, testing, and product management.
Experience in developing software capabilities to support sales, service, or customer relationship management functions.
Experience in multi-tasking, organizing, managing, and implementing complex projects directly or through supervision.
Experience in cross-functional collaboration with systems, marketing, and sales teams.

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.
Agile certifications such as CSM and CSPO, or their equivalent.
Experience in identifying, assessing, and managing tradeoffs in product development.
Experience in identifying points of failure and formulating error-handling approaches for product resiliency.

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.

Sr. Product Manager