Job Description

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are key internal partners to Product and Technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.

We are seeking a proactive, solutions-driven Incident Program Consultant to facilitate the rapid resolution of operational incidents, ensure clear and timely communication, and drive post-incident improvements that enhance our client experience.

In this role, you will act as the bridge between Client Services, Product, and Technology , ensuring that issues are resolved quickly, root causes are understood, and preventative measures are implemented. The ideal candidate combines the analytical mindset of a Business Analyst , the organizational skills of a Program Manager , and a deep passion for client-focused outcomes.

If you thrive in fast-moving environments, embrace collaboration, and have a knack for turning challenges into opportunities for improvement, we’d love to hear from you.

What You’ll Do

• Lead Incident Coordination : Share responsibilities with a peer to manage responses to operational alerts, join incident bridges, and represent Client Services during events.

• Facilitate Cross-Functional Resolution : Partner with Product, Technology, and Client Services teams to ensure effective incident resolution, translating technical details into clear, business-friendly language-both verbally and in writing.

• Manage Escalations : Act as the central point of contact for urgent issues and global inquiries during incidents.

• Identify and Influence Improvements : Track recurring service or product issues, identify trends, and provide actionable feedback to Product and Technology teams to drive preventative solutions.

• Be the Voice of the Customer : Represent Client Services in cross-functional meetings, advocating for client needs and ensuring their perspectives inform decision-making.

• Enhance Processes and Tools : Drive operational efficiencies through prioritization, automation, and tool enhancements.

How You’ll Succeed

• Analytical Problem-Solving : Investigate data, documentation, and processes to uncover solutions.

• Prioritization & Efficiency: Recognize what matters most in high-pressure situations and streamline workflows.

• Adaptability : Maintain composure and agility when dealing with change, disruption, or ambiguity.

• Technical Curiosity : Understand Visa DPS processing (or be willing to quickly learn) and proactively seek expert input when needed.

• Collaborative Communication : Navigate challenging conversations with diplomacy while driving positive outcomes.

• Continuous Learning : Embrace growth opportunities and expand your technical and operational expertise.

• Team Leadership : Challenge the status quo constructively, align diverse stakeholders, and unite teams around common goals.

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

We will be accepting applications through October 6, 2025.

Qualifications

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor 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 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
• Experience in client management, product or project management or product development in the payments industry is beneficial.
• Knowledge of Visa products and services including working knowledge of payment transaction processing (message routing, authorization, clearing & settlement)
• Understanding of digital payments and web-based technology including HTML, web- based service APIs, JSON, XML
• Demonstrated experience with strong communications with internal and external stakeholders.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and well-organized manner.
• Willingness to take on new challenges in a demanding environment and be flexible with multi-tasking and changing priorities. Ability to work in the “grey area” where answers may not be known but need to be developed.
• Excellent verbal and written communication skills, critical thinking skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders.
• Organized self-starter, result oriented, and a passion for scaling new products.
• Customer focus with validated ability to establish productive working relationships with staff and management at all levels.
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, SharePoint, Teams etc.)

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% 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 a new hire into this position is 120,900.00 to 175,400.00 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.