Senior Director of Service Experience

The How

• Self-motivated and driven to get the right things done efficiently (comfortable prioritizing).
• You have a can-do attitude and also know how to handle disruption and pivots with grace.
• Knowledge of Visa DPS processing, but are comfortable seeking feedback from experts.
• Comfortable having difficult conversations while achieving a collaborative and positive outcome.
• Enjoys learning and has a technical aptitude.
• Team player that can challenge the status quo without offending, and aligning audience to the common goal.
• You use data to help support decisions and prioritization.

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.

Qualifications
Basic Qualifications

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD), or a minimum of 5 years of work experience with a PhD.

Preferred Qualifications

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience.
• 3+ years of payments industry experience is required.
• 3+ years of customer support experience is required.
• 1+ years of prior management experience in leading high performing teams is highly desired.
• The successful candidate will embrace change and be able to create and drive a process to meet objectives and transformation.
• Excellent written and verbal communication skills, strong ability to present complex ideas in a clear and concise manner to an executive audience.
• Demonstrated experience building trusted relationships with business leaders and a broad group of project team members and stakeholders.
• Demonstrated ability to work effectively in a matrixed team environment, highly collaborative and inclusive working style.
• Ability to organize and prioritize work, meet tight deadlines, drive to achieve goals, and work under pressure in a highly dynamic environment.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines.
• Able to set priorities, influence others, and manage expectations.
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Exhibit advanced planning, organizational and problem-solving skills.
• Ability to adapt to and influence change.
• Experience with digital payments.
• Strong communication and story-telling skills in presenting ideas and analysis to various audience levels.
• Team player, results oriented, and able to handle numerous projects concurrently.