Program Manager, Global Operations Strategy & Initiatives

Visa, Atlanta GA, US

Everywhere you want to be

Duration: Full-Time


  • Motivated self-starter with the ability to work independently while coordinating activities with cross-divisional teams to achieve desired results; effectively prioritize and multi-task under tight deadlines

  • Ability to successfully engage in multiple initiatives and complex situations simultaneously

  • Visa subject matter and/or payments expertise

  • Strong organizational skills, as well as the ability to adapt quickly to changing priorities, assignments, and roles

  • Excellent analytical, communication, written, presentation, interpersonal, and time management with the ability to interact professionally with a diverse groups of executives, managers, and subject matter experts

  • Ability to use critical thinking and superior analytical techniques to identify business needs and determine creative solutions to business problems

  • Expertise in requirements development methodology, application development, and project management methods

  • Management consulting experience with a large professional services firm a plus, and/or employment with a Fortune 100 company, or equivalent Visa experience

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

  • Knowledge of CRM, Telephony, Chat, and the Payments industry is preferred, with high preference for Microsoft Dynamics, Genesys

  • Understanding of Genesys IWS, Chat, Telephony, IVR and associated routing, queue functionality and reporting

  • Understanding and a willingness to learn Artificial Intelligence related to Bot functionality

  • Experience with Knowledge Management systems and methodologies and KM governance

  • Understanding and a willingness to learn Artificial Intelligence and Machine Learning related to Knowledge Management Associate and Client Search technologies (Coveo) and case deflection

  • Knowledge of Survey technologies and key performance metrics to be used to monitor and effect change

  • Become Subject Matter Expert and take on Program Level Ownership and coordination to support technology growth for a Client Care LOB


  • Demonstrated success working in a collaborative environment

  • Be an effective liaison between business leaders, technology development and outsourced partners

  • Able to set priorities, effect change, manage expectation through influence and partnership

  • Strong relationship management skills

  • Team player with the ability to communicate with technical and business experts at all levels of the organization

  • Provide partnership and strategic advisory support to Executive Staff

  • Collaborate with executive business partners to gain understanding of strategic Client Care projects, initiatives, and roadmap plans

  • Facilitate/provide thought leadership to managers, supervisors, business stakeholders, IT organization, and solution developers

  • Partner with Client Care leaders and cross-functional teams to identify project risks, and appropriately escalate issues with mitigation plans and path to resolution

  • Establish and manage expectations throughout the project lifecycle; follow defined scope management processes; including robust communication plans to ensure appropriate teams and stakeholder involvement is in place


  • Demonstrated ability to consider broad strategic issues beyond the immediate tasks at hand and articulate affect/impacts

  • Improve corporate knowledge and best practices by creating or enhancing documentation and processes for project team and others within the business


  • Able to motivate staff and influence their tasks to align with organizational goals and priorities

  • Support Annual and ad-hoc funding of critical business initiatives from funding request and definition through delivery.  This includes justification, initiation, requirement definition, and risk identification

Program Management/SME

  • Consult with key participants and rapidly assess project needs to determine and execute the most effective project approach to meet business objectives and stakeholder needs

  • Lead project planning activities and provide management support for tools and infrastructure needed to support strategic business initiatives, including new project implementation and ongoing BAU maintenance of production tools and systems

  • Support Business Case development for enhancement and project funding requests as needed with qualitative and quantitative business rational development.  Understands and can articulate business impacts and/or benefits of business requirements

  • Drive cross-functional project teams of personnel dispersed across multiple geographies and disciplines in a matrix structure where none of the resources report directly to the program manager

  • Proven financial acumen related to all aspects of project cost accounting from ideation through closure

  • Where appropriate, facilitate and participate in project meetings, ensuring the project team is progressing in the delivery against its commitments with the highest quality deliverables in a timely fashion

  • Coordination of User Acceptance Validation (UAV) process for releases; this includes identifying participants, validating the UAV Test Plan, validating test scripts, performing UAV, validate issue resolution

  • Utilize SME knowledge of enhancement or application being deployed, perform deployment validation to assure functionality to be released meets business criteria and objectives of deployment

  • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user “want”/"requirements" from the underlying true needs


  • Lead and facilitate the requirements elicitation using an array of methods including interviews, document analysis, modeling, requirements workshops, surveys, site visits, virtual visits, business process descriptions, use cases, scenarios, personas, business analysis, and/or task/workflow analysis

  • Consult with key participants and assess project needs to determine and execute the most effective business requirements approach to meet business objectives and stakeholder needs

  • Generate and contribute to Functional/Nonfunctional requirements, process flows including as-is and to-be, Use Cases, personas, user stories (JIRA), process flows, Screen, and Interface models

Basic Qualifications:

  • 5 or more years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

  • 6 or more years of work experience with a Bachelor’s Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
  • 5 plus years-experience as project/program manager/Subject Matter Expert, delivering complex system-integrated business application projects. Ideal candidate will have deep knowledge and experience with project planning, execution, go-to-market activities, and managing cross-functional, global project teams

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law

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.

About Visa

Visa Inc. (NYSE: V) is the world’s leader in digital payments. Our mission is to connect the world through the most innovative, 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 relentless focus on innovation is a catalyst for the rapid growth of connected commerce on any device, and a driving force behind 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.

Want to learn more about Visa? Visit Visa's website.