Sr Product Manager - Automation & Optimization (Contact Centers solution or CRM)

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.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

We are seeking an experienced and dynamic Senior Product Manager to join our team. The Automation and Optimization organization in Client Services is responsible for developing and implementing the strategy for digitalization and automation tools in support of a world class service experience for Visa’s clients. Our team works with cross-functional leaders in Client Services, Product and Technology to drive the automation strategy and grow world-class, fully digitally integrated automation capabilities across all areas of Client Services. This role will focus on the lifecycle management of a contact center solution software product and its associated applications, designed to support the broader Client Services team. The ideal candidate should demonstrate a proven track record in product management, specifically within the financial services or fintech industry, and exhibit strong leadership, strategic thinking, and communication skills. This role demands both a readiness to engage directly in driving initiatives and the capability to think broadly and innovatively, depending on the circumstances.

Key Responsibilities include:

• Understand the needs of Client Services teams regarding the applications they use to serve our customers.
• Design and develop value proposition definition, potential technology solutions, and cost/benefit analysis for the software capabilities.
• Manage a product roadmap, prioritizing development of features based on business needs and value with quantifiable benefits.
• Break down product requirements into clear and thorough user stories as part of Agile methodologies.
• Collaborate with stakeholders to define product scope and prioritization to meet deadlines of development.
• Be responsible for tracking and reporting benefit realization.
• Communicate product vision, strategy, and progress to internal stakeholders, including executive leadership.
• Drive continuous improvement and innovation within the product management processes.
• Operate with minimal supervision and make informed, well-reasoned decisions independently.
• Mentor other Product Managers, providing guidance, feedback, and support

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 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor Degree.
• Minimum of 10 years of experience in Product management in the payments, fintech, or technology industry in Agile environment
• Solid working experience in Contact Centers solution or CRM software, such as Genesys Cloud, Avaya, Microsoft Dynamics, Salesforce, etc.

Preferred Qualifications

• Excellent communication, presentation, and negotiation skills, with the ability to influence and collaborate with stakeholders and partners
• Proven track record of delivering results, managing complex projects, and supporting cross-functional teams
• Analytical, and creative thinker, with a customer-centric and solution-oriented mindset
• Self-motivated, adaptable, and resilient, with the ability to work in a fast-paced and dynamic environment
• Excellent team player
• Experience in Software as a Service
• Demonstrated leadership, managerial and collaboration capabilities

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.