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 OnDemand Services product organization within Client Services is responsible for developing and implementing online services to clients, through cloud-based experiences that drive client self-service. Our team works with functional leaders in Client Services, plus Product and Technology, to develop end-to-end experience across Visa’s client-facing portals, such as Visa Online and Visa Support Hub.

The Senior Product Manager role requires market problem and client experience assessment, product requirements definition, and working with development teams to help deliver product enhancements. Additionally, we are managing migrations of clients into our new tech stack and this role will support that effort. We are looking for a senior product manager who champions a digital-native mindset and is passionate about developing web + digital service experiences.

Essential Functions

Drive the tactical delivery of client and company migrations to our support platforms, defining product and market requirements by understanding the needs of clients and strategy from Senior Director

Establish detailed business requirements and specifications for existing and new services and products. Create user stories and document product requirements, develop well-formed features specifications and acceptance criteria

Work with UX + CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients

Monitor day to day performance of our platforms, analyze trends, create, and lead initiatives that will improve customer experiences

Collaborate with cross-functional development team (Client Services, Product, Technology, UX Design) to define key milestones such as development, testing, integration, design, client support, and product delivery.

Manage post-release feature management measurement of adoption, performance, and the need for reiterations for release in collaboration with product marketing and client success team

Analyze data to provide actionable product insights and define product capabilities, assessment of operational data required

Proactively identify gaps in the current product offering and lead the effort to develop solutions that drive business value

Provide support to the various internal customer support teams to help streamline product rollout

Develop concise product materials to document the product features to educate stakeholders (e.g., Product Guides, Integration Guides, Release Notes)

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.