Sr. Manager, Innovation Center Operations & Experiences, North America

Visa; San Francisco (CA); Hybrid; USD 159,000 - 231,000; Full time

Job summary

Visa is seeking a dynamic Sr. Manager for their Innovation Center in San Francisco. This leadership role requires exceptional interpersonal skills and a passion for payments, overseeing operations and client engagement to enhance customer relationships and center experience.

Benefits

Comprehensive benefits including Medical, Dental, Vision

401 (k), FSA/HSA

Paid Time Off

Wellness Program

Qualifications

• 8+ years of relevant work experience.
• Experience in client-facing roles presenting to executives.
• Strong project management and troubleshooting skills.

Responsibilities

• Drive operational excellence in the Innovation Center.
• Manage intake, scheduling, and deliver client experiences.
• Optimizing operations and implementing improvements.

Skills

Client engagement

Project management

Communication

Negotiation

Attention to detail

Education

Bachelor Degree

Advanced Degree (MBA, JD, etc.)

Tools

Microsoft 365

Virtual tools for team management

Job description

Sr. Manager, Innovation Center Operations & Experiences, North America

Join to apply for the Sr. Manager, Innovation Center Operations & Experiences, North America role at Visa

Sr. Manager, Innovation Center Operations & Experiences, North America

Join to apply for the Sr. Manager, Innovation Center Operations & Experiences, North America role at Visa

Get AI-powered advice on this job and more exclusive features.

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.

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.

Job Description

Visa Innovation Center team in North America is looking for a Sr. Manager, Innovation Center Operations & Experiences, to take ownership of day-to-day operations of the new flagship Mission Rock Innovation Center in Visa’s new headquarters in San Francisco.

We are looking for a confident and experienced client-facing leader with exceptional interpersonal and negotiation skills to drive operational excellence and impact in delivering client engagements in Mission Rock Innovation Center that address key account needs, strengthening client relationships and supporting account goals. This person will own end-to-end Center operations, including but not limited to managing the Center booking system, scheduling and conducting intake conversations, creating, maintaining, and updating appropriate documentation and Center collateral, and preparing reporting on key Center metrics.

This is a highly visible internally and externally role that will regularly engage with Visa’s account teams, product owners, and senior leaders as well as a wide range of client and partner groups. This role will be a key ally to Account Executives and directly impact Visa’s customer relationships, acting as a conduit from Sales, to Product, Technology, and other cross-functional teams.

The ideal candidate is exceptionally organized, has unparalleled attention to detail, has a strong bias for action, can independently manage projects and engagements end-to-end, and is deeply curious about payments and commerce as the role requires the ability to understand and explain complex technologies, products and trends during client engagements in the Center.

This role is key for Center operational excellence and superior client experience and also includes the responsibility to provide Center Experiences to clients and partners. Training and coaching will be given for delivering client experiences, but a high level of curiosity and enthusiasm for learning is required. The position is well-suited for an outgoing, highly extraverted, dynamic, positive, self-starter with a strong appetite for learning, a passion for payments and commerce innovation.

Job responsibilities

Intake & Scheduling

• Establish an effective operating model for intake and scheduling, including but not limited to a step-by-step process documentation, guides, requirements, FAQs, etc.
• Drive the intake and reservations for client experiences on a daily basis.

Delivering Center Experiences

• Become proficient in delivering an end-to-end Center Experience, which includes multiple activations in a variety of formats, narrated and driven by the Host (you), and covering a number of business-critical topics, for example, key payments and commerce trends, fraud detection & prevention trends, cross-border payments, ecommerce, AI, etc.
• Collaborate closely with account/client teams on ensuring the Center experience is closely aligned with the account strategy and adds value to the overall client engagement agenda surrounding the Center experience.

Documentation, Communication & Reporting

• Develop and implement an end-to-end Innovation Center experience standards, processes, documentation, and collateral (i.e. experience plan, client scheduling, host scheduling, host training) – from intake, through the experience delivery, to post-experience communication and reporting.
• Play an active role in communications towards internal stakeholders including Account Executives and senior executives, ensuring stakeholders are consistently informed of new activations or updates, intake process, interruptions to service, etc. This might require internal website updates, email campaigns, or short webinar updates.
• Own the feedback collection mechanism and feedback loop to ensure relevant stakeholders are consistently apprised of technical issues and client feedback including metrics.

Troubleshooting

• Identify problems in the Center as they arise and assist with carrying out basic maintenance and troubleshooting of AV, operational and demo infrastructure, or escalation (develop a protocol) to appropriate parties (internal and external) to remedy the issues.

Optimization

• Own and optimize Innovation Center operations end-to-end – intake, scheduling, client experience, outtake, and reporting. Proactively seek feedback, make recommendations, and continuously implement process and experience improvements.
• Continuously and proactively identify and communicate opportunities for Center experience and host script improvements and updates based on client experiences and feedback.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications

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



Preferred Qualifications

9 or more years of relevant work experience with a Bachelor 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

•Undergraduate degree required, plus 5+ years combined industry and/or product management experience.

•5+ years of experience in client-facing roles interacting with/presenting to executives at various levels. Experience with Executive Briefing Centers/Innovation Centers/Innovation Labs/Experience Centers preferred but not required.

•Excellent written and verbal communication skills. Ability to address different audiences and levels appropriately.

•The ideal candidate is highly extraverted and collaborative, gains energy from interacting with a diverse set of people, taking on new challenges, solving problems, enabling customer delight and creating new ground-breaking experiences as a team.

•Strong project management skills required, from analytics and reporting to vendor management.

•Ability to lead virtual cross-functional teams and stakeholders. This role will interface with many internal stakeholders and building functions (IT, Real Estate, Executive Assistants to senior leadership, etc.) driving structured, documented meetings, and workshops, with actionable outcomes to achieve the center goals.

•An interest in, or enthusiasm to learn, AV and demo infrastructure technology and to address rudimentary troubleshooting.

•Intellectually curious and an avid learner and user of emerging technologies. Curiosity and desire to learn about Visa products, strategy, and Visa operating culture with self-motivation to continually update knowledge for themselves and the team.

•An interest in, or enthusiasm to learn how to distill complex products and technologies into compelling narratives with story-telling technique.

•Proven ability to operate under pressure or to tight deadline and ability to prioritize, make decisions and deliver on time whilst maintaining high attention to detail.

•Proven aptitude for solving unstructured problems within deadline.

•Strong self-starter with proven success in effectively navigating complex environments with an eye for details and proactive mindset.

•Proficiency with Microsoft 365.

•Familiarity with or willingness to learn online tools required for performing daily responsibilities, for example, online booking system (BriefingSource), design tools (Figma), etc.

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 159,100.00 to 230,900.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Visa by 2x

Get notified about new Senior Operations Manager jobs in San Francisco, CA.

Senior Operations Manager, Talent Strategic Initiatives

South San Francisco, CA $260,000.00-$325,000.00 3 months ago

San Francisco, CA $127,000.00-$145,000.00 1 month ago

Foster City, CA $87,480.00-$161,910.00 20 hours ago

Foster City, CA $87,480.00-$161,910.00 1 day ago

Revenue Operations Manager, NPI (New Product Introduction)

San Francisco, CA $145,000.00-$204,000.00 2 weeks ago

San Francisco, CA $96,706.00-$114,289.00 2 weeks ago

San Francisco County, CA $135,000.00-$180,000.00 2 weeks ago

San Francisco, CA $152,000.00-$228,000.00 4 days ago

Brisbane, CA $81,900.00-$150,100.00 1 week ago

San Francisco, CA $120,000.00-$140,000.00 3 months ago

Senior Staff Business Operations Manager

San Francisco, CA $137,600.00-$236,500.00 6 days ago

Oakland, CA $80,000.00-$110,000.00 4 days ago

Vice President, Back of House Operations

Director of Operations - SOS Meals on Wheels - Cook Silverman Search

Strategic Operations Manager, Delivery Advertising

San Francisco, CA $95,500.00-$118,000.00 3 days ago

San Francisco, CA $82,300.00-$107,000.00 1 month ago

Head of Operations / COO (Stealth Portfolio Company)

Strategic Operations Manager, Global Marketplace - Grocery & Retail

San Francisco, CA $125,000.00-$155,000.00 1 day ago

San Francisco, CA $65,000.00-$75,000.00 2 months ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.