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
Role Summary
The Senior Manager, Strategy and Planning will play a hands‑on leadership role in executing Client Care transformation initiatives across Client Services. This role is focused on process improvement, project and program management, and AI‑enabled transformation, translating strategic direction into disciplined execution and measurable outcomes.
The Senior Manager will lead a team of analysts, partner closely with Client Care operations and AI & Operations teams, and drive end‑to‑end delivery of initiatives that improve efficiency, scalability, service quality, and client experience. This role requires strong execution rigor, analytical depth, and the ability to manage complexity across multiple workstreams.
Key Responsibilities
Process Improvement & Transformation Delivery
- Lead and execute process improvement initiatives across Client Care, using data‑driven approaches to identify pain points, root causes, and improvement opportunities.
- Apply structured methodologies (e.g., Lean, Six Sigma, Agile, or similar) to redesign processes and operating workflows.
- Support the integration of AI, automation, and advanced analytics into Client Care processes in partnership with AI & Operations and Technology teams.
- Ensure improvements deliver measurable gains in productivity, quality, cycle time, client satisfaction, and cost efficiency.
Project & Program Management
- Own end‑to‑end project and program management for Client Care 2030 initiatives, including scope definition, timelines, dependencies, and risk management.
- Coordinate cross‑functional delivery across Operations, Technology, Finance, AI, and regional teams.
- Track progress against milestones, KPIs, and benefits realization targets; proactively identify and mitigate risks.
- Support governance routines and reporting to ensure transparency and leadership visibility.
Analytics & Performance Management
- Partner with analysts to develop data, dashboards, and insights that inform process improvements and track operational performance.
- Translate data into actionable recommendations and clear execution priorities.
- Ensure consistent tracking of initiative outcomes versus baseline and business case assumptions.
- Promote a culture of fact‑based decision‑making and continuous performance improvement.
People Leadership & Capability Building
- Lead, coach, and develop a team of Process Improvement professionals, providing clear direction, priorities, and development feedback.
- Build analytical, project management, and AI literacy capabilities within the team.
- Foster high standards for analytical rigor, execution discipline, and stakeholder communication.
- Create an inclusive, collaborative team environment aligned with Visa leadership principles.
Stakeholder Partnership & Communication
- Serve as a key day‑to‑day partner for Client Care operational leaders and transformation stakeholders.
- Translate strategic direction into clear execution plans and workstreams.
- Prepare concise updates, materials, and insights for senior leadership forums.
- Influence outcomes through collaboration, structured problem‑solving, and strong delivery credibility.
This is a hybrid position to be located in our Miami, FL office location. Expectation of days in the office will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- 8 or more years of relevant work experience with a Bachelor’s 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’s 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
- Bachelor’s degree in Business, Engineering, Operations, Analytics, or a related field; advanced degree a plus.
- Approximately 6–10 years of experience in strategy execution, operations, process improvement, project/program management, or consulting roles.
- Demonstrated experience leading complex, cross‑functional initiatives, preferably in service, operations, or technology‑enabled environments.
- Strong analytical capabilities with experience using data to drive operational improvements and performance management.
- Experience managing and developing high‑performing analytical or strategy teams.
- Excellent communication skills, with the ability to convey complex topics clearly to diverse stakeholders.
Visa Leadership & Functional Competencies
Results Orientation & Execution Excellence
- Demonstrates strong ownership, follow‑through, and focus on outcomes.
- Brings structure, discipline, and pace to complex initiatives.
Analytical Problem Solving
- Uses data, logic, and structured thinking to diagnose issues and drive improvements.
- Comfortable working with ambiguity and incomplete information.
Collaboration & Influence
- Builds strong working relationships across functions, regions, and levels.
- Influences through credibility, preparation, and execution effectiveness.
Change & Continuous Improvement
- Embraces change and actively drives new ways of working.
- Champions automation, AI‑enablement, and scalable solutions.
People Leadership
- Coaches and develops talent; provides clear expectations and feedback.
- Models Visa values and inclusive leadership behaviors
U.S. Applicants Only
The estimated salary range for this position is $130,600.00 to $ 209,300.00 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.
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 protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.