About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.
At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.
You're an Individual. We're the team for you. Together, let's transform the way the world pays.
Team Summary
The Senior Manager, Testing Support leads a global, client‑facing Testing Support organization responsible for providing high‑quality testing guidance, execution support, and consultancy across Visa’s core products and platforms. This role owns the operational performance, people leadership, risk management, and continuous improvement of Testing Support services, ensuring adherence to Visa standards, SLAs, and client experience expectations.
The role partners closely with Product, Technology, Implementation, GTM, and Client Services teams to enable seamless client onboarding, certification, and BAU testing, while driving operational excellence, automation, and scalable support models.
What a Sr Manager does at Visa:
Operational Leadership & Service Delivery
- Own the end-to-end delivery of Testing Support services, including BAU testing support, certification support, BER testing, PVT, EMV L3 testing, token testing, and testing tools support, with accountability for designing, improving, and owning how the Testing Support operating model performs to ensure scalable, efficient, and high-quality service delivery
- Ensure consistent adherence to defined testing standards, SLAs/SLOs, governance, and compliance requirements.
- Oversee centralized intake and case management through platforms such as OneCRM and testing support channels, ensuring timely response and resolution.
- Proactively manage operational risks, escalations, and client‑impacting issues through strong issue triage and governance.
Client & Stakeholder Management
- Act as a senior escalation point for complex client testing issues and strategic accounts.
- Build strong partnerships with Product, Technology, Implementation Leads, Risk, and GTM to resolve testing gaps, tooling issues, and certification dependencies.
- Represent Testing Support in cross‑functional forums, operational reviews, and leadership discussions.
- Drive a client‑centric mindset focused on readiness, quality, and client experience.
People Leadership & Talent Development
- Lead, coach, and develop talented Staff and Sr. Testing Engineer.
- Foster a culture of accountability, continuous learning, and operational ownership.
- Own workforce planning, onboarding, performance management, and succession planning for the Testing Support team.
- Champion upskilling in testing, certification, client engagement, and emerging technologies.
Process Improvement & Strategic Initiatives
- Drive process optimization, standardization, and automation, including the effective use of AI and testing tools.
- Partner with Product and Technology to define testing tool strategy, enhancements, and adoption.
- Lead strategic initiatives to improve productivity, reduce resolution timelines, and scale support globally.
- Continuously assess operating models and recommend improvements aligned to Visa’s long‑term strategy.
Performance Management & Metrics
- Own and report on key success metrics including NPS, CSAT, SLA adherence, resolution timelines, productivity, and billing/chargeability where applicable.
- Use data‑driven insights to identify trends, risks, and opportunities for improvement.
- Ensure transparency and accountability through regular operational and leadership reporting.
Note: This section should ONLY be about the role and its scope and accountability. This is NOT the place to talk about your expectations of candidates’ skills or background
Why this is important to Visa
This role is critical in ensuring clients are test‑ready, compliant, and successful across Visa’s ecosystem. By enabling high‑quality testing support and scalable tooling, the Senior Manager directly contributes to operational stability, faster time‑to‑market, risk mitigation, and exceptional client experience, supporting Visa’s growth and reputation as a global payments’ leader.
Qualifications
**What you will need: **
• Bachelor’s degree in Computer Science, Computer Engineering, Management Information Systems or Technology-related field.
• Minimum of 12+ years of relevant work experience.
• Proven experience leading global, client‑facing operational or technical support teams.
• Strong background in testing, certification, implementation support within technology, payments, or financial services environments.
• Strong people leadership experience, including coaching and developing individual contributors, workforce planning, and driving accountability across distributed teams.
• Excellent written and verbal communication skills with the ability to engage senior stakeholders and clients effectively.
• Proven experience leading and evolving operational support models, including process design, service delivery optimization, and performance improvement.
• Experience driving operational scalability, process transformation, or automation initiatives in a global support environment.
• Strong analytical and data-driven decision-making capability, with experience using operational metrics to drive performance and continuous improvement.
What will also help:
• Familiar with ISO 8583 messages and payment transactions flow.
• Knowledge in Chip payment solutions (EMV).
• Knowledge in Token Payment Lifecycle
• Understanding of Visa’s Operating Regulations a plus.
Projects you will be a part of:
As a Senior Manager, Testing Support at Visa, you will lead initiatives that ensure the quality, readiness, and reliability of the technologies powering the global payments ecosystem. You will work with a global team of experts and partner closely with Product, Technology, Implementation, and Client Services to deliver high‑quality testing and certification support to clients worldwide.
This role provides broad exposure to how the payments ecosystem operates and plays a critical part in ensuring every transaction on the Visa network is secure, compliant, and resilient.
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.