Senior Director, Digital Voice Solutions & AI Product Management

The Client Care Digital & AI Services organization in Visa Client Services enables world‑class client care through scalable digital platforms and AI that improve client experience at scale, agent productivity and effectiveness as well as lower cost to serve with measurable value. The Senior Director, Digital Transformation & AI PM within the Client Care Digital & AI Services organization leads product strategy and delivery for voice and chat solutions, driving the execution of Digital and AI capabilities that support the Client Care Transformation initiative.

This role is accountable for shaping and delivering scalable digital servicing solutions that enhance the overall client experience and improve operational efficiency across client care operations. The Senior Director, Digital Transformation & AI PM partners closely with Technology and Client Care teams to advance omni-channel platform modernization efforts, define the vision and roadmap for GenAI and agentic voice/chat solutions, and leads cross-functional solution development. This role oversees stakeholder alignment, delivery execution, and risk and dependency management to ensure successful deployment and continuous improvement of Digital servicing capabilities.

Responsibilities:

Lead Product Development for Genesys Cloud Voice & Chat out-of-the box platform solutions as well as specialized Digital & AI voice capabilities for Client Resolution and Managed Services lines of business

• Define product roadmap and requirements aligned to Client Care transformation strategy
• Establish detailed business requirements and specifications for existing and new services. Develop well-formed features specifications, user stories and acceptance criteria
• Partner with Technology team to define technical flows and specifications, evaluate architectural choices, etc. and execute the technology build
• Evaluate and implement AI-driven tools and automation platforms, and agentic workflow solutions to improve business performance and operational efficiency
• Define success metrics and track post-release performance and gather operations teams feedback to inform future product development and enhancements
• Communicate delivery progress, dependencies, risks and opportunities across program stakeholders
• Manage relationship with Genesys technology partner to secure best-in-class advanced AI-powered Voice solution deployments

Lead comprehensive Digital & AI solutions delivery program in support of CS Client Care Transformation and Managed Services initiatives

• Oversee and track the identification and solutioning of high-priority Digital & AI Use Cases for voice and chat channels
• Drive continuous improvement and digital transformation efforts by identifying opportunities for process redesign, automation and integration across systems
• Manage solutions roadmap, identify critical operational and technology dependencies and trade-offs
• Ensure timely user testing, training and communications activities in preparation for solutions deployments
• Identify risks and opportunities for Value Realization capture across Digital & AI solutions
• Oversee and track deployed solutions Value Realization
• Communicate Digital & AI program delivery progress, dependencies, risks and opportunities across Client Care Transformation cross-functional team and stakeholders
• Develop materials that document product features, capabilities, etc. to educate internal and external stakeholders
• Ensure timely and on-target execution of the above program delivery working in close collaboration with Client Care Operations & Change Excellence teams, Services Digitization Product Owners, Technology teams and Technology partners

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

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
• Minimum 10+ years of experience in product management, or AI solution development within financial services or payments.
• Proven track record of successfully designing, managing and launching Gen AI, smart automation and agentic solutions.
• Demonstrated ability to lead cross disciplinary teams that include Technology, Services, Product partners and other stakeholders in matrixed environments.
• Strong problem-solving skills, with demonstrated analytical rigor and attention to detail.
• Leverage data and analytics to make informed decisions, track the progress of digital initiatives, and identify areas for improvement.
• Excellent communication and storytelling skills, capable of engaging both C-level business stakeholders and technical architects.
• Ability to manage multiple initiatives simultaneously, ruthlessly prioritize to maximize value creation and adapt to evolving business needs.
• Ability to influence, negotiate and drive results with cross-functional teams, ensuring that timelines are adhered to and any risks to the initiative are called out early.
• Knowledge of AI‑powered customer experience and contact center platforms for voice and digital channels is highly desirable
• Strong people leader with track record of building high performing teams.

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 this position is 206,100 to 400,900 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.