Product Manager, IVR/ Contact Center

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

We are seeking a dedicated, innovative Product Manager to lead our Interactive Voice Response (IVR) and Omnichannel strategy for various products. As the product manager of IVR, you will be a functional expert for the IVRs and the cardholder experience in an on-premises and/or cloud IVR environment.

Your role will be crucial in defining business requirements for all DPS (Debit Processing Services) products (Risk, Debit, Disputes, other product types as needed) and understanding how calls route to agents and/or clients. IVR reporting, product strategy, other voice platform (i.e. SMS, Live-chat, email, live-agent) and billing are all vital components of this role.

You will engage with various stages of the product lifecycle, including strategy formation, feature selection, and tactical activities. We seek a proactive individual, ready to learn and apply new technologies, capable of working both independently and collaboratively.

This role will report to the Director of Contact Center Product Management. Your focus will be on optimizing the cardholder experience and ensuring efficient call routing in our IVR environment.

Responsibilities

• You will be craft precise business requirements for product development and enhancements.
• You will develop and maintain the product roadmap for IVR, aligning with product goals and strategies.
• Gain expertise on Visa's IVR systems to guide product feature development.
• Stay updated with IVR solutions, market trends, and user requirements to drive product development.
• You will analyze market research and collaborate with various Visa teams to define a cohesive product strategy.
• Manage the IVR strategy for products, ensuring alignment with business objectives.
• Some willingness to travel (less than 10% of the time).

Product Management and Business Leadership:

• You will develop business cases, project ROI, and identify target markets.
• Understand competitive products to inform our business strategy.
• You will build relationships with various internal teams.
• Refine client requirements, prioritize key functionalities, and support prototype development.
• Develop processes to measure pilot results and validate business plans.
• Support the agile development of the voice platform, including writing epics and stories, managing product backlog, and performing user acceptance testing.
• Collaborate with sales and marketing teams for the product launch, including defining product messaging and delivering training.
• Assist in preparing and maintaining the product roadmap for short- and long-term releases.

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.

Qualifications

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD)
• You have prior experience in product management 

Preferred Qualifications:

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD)
• 4-5 years combined experience in product development and building, with preferably 2-3 years in payment systems and/or financial services. 
• You have prior experience with IVR systems and on-premises and cloud environments.
• Understanding of call routing strategies and cardholder experience optimization. 
• Ability to work some flexible hours due to varying time zones across Visa’s regions
• You have a demonstrated ability to work cross-functionally and influence decisions and actions without complete authority over the various teams.
• You have strong communication skills (oral, written) to engage diverse stakeholders.
• Proven experience collaborating with cross-functional technology teams, utilizing Agile methodologies such as Scrum, to streamline product development cycles and enhance delivery efficiency.
• You have the ability to manage and deliver on multiple projects simultaneously
• Experience gathering the ‘voice of customer’ and translating it into product feature requirements.
• Demonstrated experience using analytical and problem-solving skills to synthesize and communicate complex information effectively.
• Ability to set the vision, strategy, define success metrics and make decisions around product growth.

Additional Information

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 a new hire into this position is 112,500 to 162,600 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.