About this opportunity
Original employer descriptionAbout 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
Product Manager - Job Description and Responsibilities
Job Description
Client Services provides a world-class service experience to Visa's clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and service optimization.
The Client Services Digital and AI organization is dedicated to transforming and automating business processes across the end-to-end client service journey, making client and employee interactions with Visa straightforward, intuitive, and rewarding through the design, development, and delivery of enhanced digital experiences. As a member of the Digital and AI team, you will play a pivotal role in driving process improvement, automation, and digitization across Client Services, spanning onboarding, implementation, configuration, testing, licensing, service delivery, issue resolution, and optimization processes.
We are seeking a Product Manager to own the strategy, roadmap, and end-to-end delivery of high-impact digital, AI, and automation products that improve processes across Client Services. This role will identify and prioritize opportunities, translate complex user and business needs into scalable product capabilities, guide technical solutioning, align cross-functional stakeholders, and drive measurable outcomes in a fast-paced, cross-functional environment.
The ideal candidate is a skilled product manager with deep product management experience, strong technical fluency, and demonstrated success applying rigorous critical thinking to ambiguous, multi-stakeholder problems. They have experience building and scaling AI-enabled products from discovery and prototyping through production, adoption, and continuous improvement. They will contribute to shaping the future of Client Services platforms and solutions, ensuring exceptional client and employee experiences, operational efficiency, responsible AI outcomes, resilient operations, and seamless integration with Visa systems.
Responsibilities
• Own the product vision, strategy, roadmap, and lifecycle for high-impact digital, AI, and automation products across a defined product area or process domain within Client Services, including discovery, user research, business-case development, requirements definition, prioritization, responsible AI and risk controls, experimentation, launch, adoption, and continuous improvement.
• Drive cross-functional collaboration across business, product, technology, operations, design, data science, risk, legal, compliance, and regional teams; influence stakeholders and resolve trade-offs to maintain delivery momentum.
• Develop fluency in the payments ecosystem and Client Services capabilities, workflows, systems, data, controls, and operational dependencies to inform product strategy and execution across multiple process areas.
• Define measurable product outcomes and KPIs; monitor adoption, user experience, operational performance, model quality, risk, and value realization; and use data and feedback to guide prioritization and investment decisions.
• Apply rigorous critical thinking and systems thinking to ambiguous, complex, and multi-dependency Client Services challenges: frame problems, test assumptions, synthesize qualitative and quantitative evidence, evaluate alternatives and risks, make sound product decisions, and clearly articulate the rationale and expected business impact.
• Lead the development of AI-enabled products in partnership with engineering and data science, including use-case selection, rapid prototyping, data and model readiness, evaluation criteria, human oversight, privacy and security controls, production deployment, observability, and ongoing performance monitoring.
• Shape and deliver incident-management platform capabilities and workflow solutions that improve detection, intake, triage, escalation, collaboration, resolution, communications, reporting, and post-incident learning across Client Services.
• Communicate product strategy, investment rationale, delivery status, risks, dependencies, and performance insights to senior stakeholders and leadership, escalating to executive sponsors as needed.
Qualifications
Basic Qualifications:
5 or more years of relevant product management experience with a Bachelor's Degree, or 3 or more years with an Advanced Degree (e.g., MBA, MS), including end-to-end ownership of complex digital, platform, automation, or AI-enabled products from discovery through launch and optimization.
• Required: Demonstrated critical-thinking, analytical judgment, and structured problem-solving skills, with the ability to independently frame ambiguous business problems, challenge assumptions, evaluate qualitative and quantitative evidence, assess options and risks, and translate insights into product strategy, decisions, and clear requirements.
• Required: Demonstrated experience using AI technologies to build products, including identifying viable use cases, creating or directing prototypes, defining data and model requirements, establishing evaluation and success metrics, partnering with engineering and data science to productionize solutions, and applying responsible AI, privacy, security, and human-oversight practices. Experience with generative AI and/or agentic AI is required.
• Required: Experience using or building incident-management platforms and solutions, including defining workflows, product requirements, integrations, service-level measures, dashboards, and capabilities supporting incident intake, triage, escalation, resolution, communication, and post-incident improvement.
Preferred Qualifications:
7 or more years of relevant work experience with a Bachelor's Degree or at least 4 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• Proven experience owning complex enterprise software, workflow, platform, automation, or AI products with multiple integrations, stakeholder groups, and operational dependencies.
• Strong technical acumen across enterprise systems, APIs, data architecture, cloud services, AI/ML concepts, model evaluation, and production monitoring, with the ability to make informed feasibility and trade-off decisions.
• Ability to explain complex business and technical concepts to broad audiences in an approachable way
• Strategic mindset with systems thinking, strong product judgment, and the ability to balance client value, operational impact, technical feasibility, risk, and investment trade-offs.
• Knowledge of payment systems (e.g. card networks, ACH) and banking
• Strong product execution and program leadership skills, with a record of delivering complex, multi-team, multi-region, and multi-dependency initiatives and managing risks, milestones, and value realization.
• Strong communication and stakeholder management skills
• Ability to influence, negotiate, and drive results in complex, multi-dependency environments, ensuring that timelines are adhered to and any risks to the project are called out early.
• Strong customer-centric mindset
• Experience redesigning and digitizing end-to-end service or operational processes using journey mapping, process analysis, controls, and change-management practices.
Qualifications
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.
- Experience in product management, product ownership, business process analysis, or sales operations.
- Experience applying Agile principles across design, development, testing, and product management.
- Experience developing software capabilities to support sales, service, or customer relationship management functions.
- Experience in managing and implementing complex projects directly or through supervision.
- Experience working in cross-functional teams to implement and assess operational impact of process changes.
- Experience soliciting and translating user feedback to inform product development.
- Experience driving product development with high velocity and quality.
- Experience in project management techniques, methodologies, and best practices such as Agile.
- Experience leading large Scrum teams.
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.
- Agile certifications such as CSM and CSPO, or their equivalent.
- Experience working with issuers and clients in the financial services industry or high-growth technology companies.
- Experience in product management in payments, common services, and identity and access management.
- Experience in API development using SOAP or REST, JSON, and XML.
- Experience in API security, security standards, data encryption, and HSMs.
- Experience managing cross-functional teams in global, highly matrixed organizations.
- Experience developing and executing product strategies that drive adoption and revenue growth.
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.
