Senior Manager, Technical Support Operations & Escalations

Visa; Bogotá; Presencial; COP 278.353.000 - 402.066.000; Jornada completa

Descripción de la vacante

Visa is seeking a Sr. Manager to lead a Technical Support team handling Cardinal/3DS post-launch support for merchants, issuers, developers and partners in North America. You will shape incident response, drive continuous improvement, and partner with cross-functional teams to ensure high-quality service.

The ideal candidate brings deep experience in technical support leadership, strong client-facing skills, and a proven ability to manage complex issues across regions in a fast-paced environment.

Formación

• 10+ years of work experience with a bachelor's degree, or 8+ years with an advanced degree, or 3+ years with a PhD.
• English language fluency and strong client-facing experience are required.
• Experience leading direct reports across different countries or regions.
• Experience with ecommerce platforms, shopping cart tech, payment gateways, and PSPs.
• Demonstrated leadership, organization, and problem-solving skills.

Responsabilidades

• Lead a high-performing technical support team for post-production client support and escalations.
• Own regional operational performance: case volume, backlog, SLAs, and client satisfaction.
• Drive accountability and clear ownership, prioritization, and timely follow-through.
• Manage complex client escalations and coordinate cross-functional resolution efforts.
• Partner with regional/global leadership to define priorities and support model growth.
• Develop processes, playbooks, and training to improve efficiency and scale.

Conocimientos

People leadership

Client-facing

Executive communication

Analytical thinking

Independent work

Educación

Bachelor's degree

Advanced degree (MBA/JD/MD)

PhD (optional)

Herramientas

Cardinal systems

3DS 2.x

Visa/Cybersource APIs

Descripción del empleo

Visa is seeking a Sr. Manager to lead a Technical Support team handling Cardinal/3DS post-launch support for merchants, issuers, developers and partners in North America. You will shape incident response, drive continuous improvement, and partner with cross-functional teams to ensure high-quality service.

The ideal candidate brings deep experience in technical support leadership, strong client-facing skills, and a proven ability to manage complex issues across regions in a fast-paced environment.