Director, AI-Driven 24/7 Command Center & Operations

Visa; Pasay; On-site; PHP 5,000,000 - 8,000,000; Full time

Job summary

Visa is seeking a Director, 24/7 AI-Driven Command Center to lead the global command center that monitors workforce and service performance, identifies risks, and coordinates real-time action across lines of business. You’ll protect service levels through AI-enabled monitoring and decisions.

You will collaborate with WFM Directors, Operations, Technology and Governance to ensure rapid, consistent execution; establish a 24/7 operating model; build a high-performing global team for continuous

Qualifications

• 10+ years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g., Masters or MBA).
• Extensive experience in Workforce Management, contact center operations, command center operations, or a related discipline.
• Significant experience with enterprise WFM systems and workforce technology, preferably including Genesys Cloud.
• Demonstrated expertise in real-time management, intraday decision-making, service-level protection, workforce optimization, and operational escalation.
• Experience leading teams in a complex, high-volume, multi-site, or continuous operating environment.
• Proven ability to use data, analytics, and technology to identify performance risks and drive timely operational decisions.
• Strong leadership, communication, problem-solving, and cross-functional influence skills.

Responsibilities

• Lead a 24/7 Command Center responsible for continuous monitoring of workforce, demand, capacity, and service-level performance across supported lines of business.
• Establish AI-driven early-warning capabilities and driver attribution that identify operational risks before service performance is materially affected.
• Deliver automated, accurate, relevant, and timely intraday reporting that supports rapid decision-making and coordinated action.
• Own real-time orchestration and optimization, including intraday staffing decisions, SLA protection, workload balancing, and use of available workforce levers.
• Coordinate intraday skilling and routing updates with line-of-business WFM, Operations, and Technology partners.
• Lead agent callout, attendance exception management, and escalation processes in accordance with defined governance and authority matrices.
• Partner with line-of-business WFM Directors to diagnose performance changes and recommend targeted interventions based on operational conditions.
• Advance AI and automation within Command Center workflows while maintaining appropriate human review, controls, exception handling, and decision accountability.
• Establish performance measures for alert quality, response time, action effectiveness, service-level protection, and realized capacity benefits.
• Build and develop a high-performing global team with the operating discipline, judgment, tools, and technical capabilities required to manage a continuous operation.

Skills

Workforce Management

Contact center operations

Real-time decision-making

Data analytics

Leadership

Cross-functional influence

Problem solving

Education

Bachelor’s Degree

Advanced Degree (Masters/MBA)

Tools

Genesys Cloud

Job description

Visa is seeking a Director, 24/7 AI-Driven Command Center to lead the global command center that monitors workforce and service performance, identifies risks, and coordinates real-time action across lines of business. You’ll protect service levels through AI-enabled monitoring and decisions.

You will collaborate with WFM Directors, Operations, Technology and Governance to ensure rapid, consistent execution; establish a 24/7 operating model; build a high-performing global team for continuous