Senior Service Experience Consultant

Jobtailor; Atlanta (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Visa invites a senior program manager to drive operational excellence and client engagement for the Visa Commercial Solutions Hub rollout. You will lead service experience strategy and coordinate with Product, Technology, and regional teams on commercialization and implementation for Embedded Payments solutions.

The role requires strong technical consulting, release management, and cross-functional leadership, with a focus on optimizing platform performance and client satisfaction within the

Qualifications

• Bachelor degree or higher; advanced degree acceptable.
• Experience documenting technical processes and integration complexities.
• Experience in payments industry product/project management or development.
• Experience in customer support or technical consulting.
• Proven ability to influence priorities and manage client expectations.
• Strong written and verbal communication skills.

Responsibilities

• Drive operational excellence, continuous improvement, and client engagement for Visa Commercial Solutions Hub rollout.
• Lead Service Experience strategy, operational readiness, and client enablement for Embedded Payments and Agentic Commerce solutions.
• Partner with Product, Technology, Operations, Client Services, and regional teams on commercialization, implementation, and optimization.
• Provide technical expertise, project management, and support to the Visa Commercial Services Client Service Delivery team.
• Optimize platform performance and supportability; prioritize client problem resolution.
• Manage client-facing release management and change management.
• Shape go-to-market strategies and processes with Product teams.
• Capture requirements, define scope, and identify implementation strategies for complex client data services products and capabilities.
• Structure effective implementation approaches and perform support-organization impact assessments.
• Oversee programs and action plans across Visa stakeholders.
• Develop internal and external communications, release statuses, meeting minutes, and dashboards.

Skills

Time management

Organization

Planning

Business communication

MS Office

API technologies

Web APIs

JSON/XML

Postman

Jira

Splunk

Technical consulting

Client support

Product management

Integration complexities

Data services

Education

Bachelor degree or higher

Tools

MS Office

Visanet Tools

Postman

Jira

Splunk

Job description

• Drive operational excellence, continuous improvement, and client engagement for Visa Commercial Solutions Hub rollout


• Lead Service Experience strategy, operational readiness, and client enablement for Embedded Payments and Agentic Commerce solutions


• Partner with Product, Technology, Operations, Client Services, and regional teams on commercialization, implementation, and optimization


• Provide technical expertise, project management, and support to the Visa Commercial Services Client Service Delivery team


• Optimize platform performance and supportability; prioritize client problem resolution


• Manage client-facing release management and change management


• Shape go-to-market strategies and processes with Product teams


• Contribute to product roadmaps, enhancement requests, migration plans, transition plans, implementation guides, training, client communications, and FAQs


• Assess client and client-facing staff impacts from product changes, implementations, and releases


• Identify transition, support, and implementation requirements


• Advise implementation and support teams on product functionality and assist with training


• Capture requirements, define scope, and identify implementation strategies for complex client data services products and capabilities


• Structure effective implementation approaches and perform support-organization impact assessments


• Oversee programs and action plans across Visa stakeholders


• Manage projects deploying and enhancing the VCS support model, support capabilities, and client service


• Provide internal consulting to Sales, Product, Technology, Risk, and Legal; bring the Voice of the Client and influence prioritization and product roadmaps


• Monitor go-live activation, identify processing or business issues, and facilitate client-focused release management


• Develop internal and external communications, release statuses, meeting minutes, and dashboards


• Self-manage operational initiatives, issues, events, special projects, and client-driven requests


• Drive prioritization of issues and platform defects to achieve KPIs and address client needs


• Develop and manage KPIs and metrics for Client Service Delivery


• Identify opportunities and implement recommendations to improve service quality and efficiency

Requirements

• 8 or more years of relevant work experience with a Bachelor 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 time management, organization, and planning


• Experience in business communication (written and verbal) with attention to detail


• Experience using standard MS Office tools (Excel, PowerPoint, Word, Visio, Teams, etc.)


• Experience in technical consulting and client support


• Experience documenting technical processes and integration complexities


• Experience in customer support, product/project management, or product development in the payments industry


• Knowledge of Visa products and services, including core transaction processing (message routing, authorization, clearing & settlement)


• Experience in API technologies


• Experience in digital payments and web-based technology (HTML, web-based service APIs, JSON, XML)


• Experience consuming web-based APIs using tools such as Postman


• Experience in networking terminology and architecture


• Experience setting priorities, influencing others, and managing client expectations


• Experience communicating complex technical concepts in a focused and well-organized manner


• Experience using Visanet tools such as TLC, TRA, Splunk, Jira, etc.

Core Competencies

Demonstrates expertise in operational excellence, client engagement, and project management within the payments industry, with a strong focus on technical consulting and implementation strategies. Proficient in managing client expectations and optimizing service delivery through effective communication and collaboration.

Highest-signal resume keywords

• Operational Excellence


• Client Engagement


• Project Management


• Technical Consulting


• Digital Payments

Hard Skills

• API Technologies


• Technical Documentation


• Client Support


• Product Management


• Integration Complexities


• KPI Development


• Service Quality Improvement


• Implementation Strategies


• Data Services Products


• Transition Planning

Soft Skills

• Time Management


• Organization


• Attention to Detail


• Influencing Others


• Business Communication

Industry Keywords

• Visa Products


• Core Transaction Processing


• Digital Payments


• Web-Based Technology


• Client Service Delivery

Tools & Technologies

• MS Office


• Visanet Tools


• Postman


• Jira


• Splunk