Sr. Product Manager, Contact Center Platform

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

Objectives of this role:

• Manage multiple products including Software as a Service / Contact Centers / CRM
• Understand User Experience, design thinking and its importance to product features.
• Deeply understand the needs of data for business system applications.
• Work with stakeholders and architects to define products scope and prioritization and be flexible to iterate/change per latest developments to meet deadlines.
• Break down product requirements into clear functional specifications, thorough, and detailed user stories for complex features and product sets.
• Evaluate new product opportunities, bring forward POC/proposals and influence to expand our product features and solution footprint.
• Design and develop value proposition definition and communications, product differentiation and cost/benefit analysis.
• Participate in Agile methodologies like sprint planning, daily scrums, product demos, test phases, retrospectives to ensure on time high quality delivery.
• Work very closely with Development and QA organization to ensure technical specifications and final product meet business requirements by participating and reviewing the product design, development, Test plans and deployment processes.
• Derive insights from data and help drive decision making.
• Be the primary liaison between other business units, technical product managers, engineering and other applicable groups to ensure flawless integration of new and existing feature sets.
• Communicate desired outcomes effectively to the technical team.
• Responsible for defining business features and writing very clear, thorough, and detailed user stories using the Agile Scrum methodology.
• Prioritizing Development based on business needs and value with quantifiable benefits
• Responsible for tracking, reporting benefit realization
• Oversee the multiple stages of product development ranging from the ideation to the core of the development process, including sprint demo reviews and user acceptance testing.
• Gauge product progress at every stage of the development process to ensure proper functionality.
• Continually update, manage and prioritize the product backlog based on the project’s ever-changing and evolving needs.
• Identify the development process areas that need to be improved and make all the necessary preparations for the following stage.
• Display a high level of critical thinking and problem resolution.
• Operate with minimal supervision and able to make informed, well-reasoned decisions independently.
• Defining Product Features
• Create product strategy documents that describe business cases, high-level use cases, technical requirements, revenue, and ROI

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:

• 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 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
• Bachelor's degree or equivalent experience in business, engineering, or related field.
• Minimum of 7 years of experience in program management, or product management in the payments, fintech, or technology industry.
• Excellent communication, presentation, and negotiation skills, with the ability to influence and collaborate with stakeholders and partners.
• Proven track record of delivering results, managing complex projects, and supporting cross-functional teams.
• Analytical, and creative thinker, with a customer-centric and solution-oriented mindset.
• Self-motivated, adaptable, and resilient, with the ability to work in a fast-paced and dynamic environment.
• Process Improvement background (Six Sigma, Lean, etc)
• Demonstrated leadership, managerial and collaboration capabilities
• Experience in Software as a Service (Cloud, IVR, WFH, Agent Routing)
• Experience with Cloud Migration vendors (Microsoft, Genesys, etc)
• Previous experience in CRM (Microsoft Dynamics) strategies and
• implementation
• Strong experience in a dynamic product management role
• Proven success in overseeing all elements of the product development lifecycle
• High effectiveness in managing cross-functional teams
• Writing and editing skills, combined with strong presentation and public speaking skills.
• Previous experience building strategies and implementation.
• Product management skills: developing, managing and prioritizing a roadmap and backlog, taking into account competing business needs.
• Strong analytical skills along with project management and planning skills
• The role requires strong leadership, interpersonal, communication skills, and the ability to work collaboratively with others in cross-functional teams to implement and assess the operational impact of changes processes/procedures.

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 132,900.00 to 192,750.00 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.