We are seeking a dynamic, transformational leader to join our team as the Director of Visa Executive IT Support. The ideal candidate will possess a blend of customer focus, operational and innovations skills, dedicated to driving high-quality and white glove customer service to Visa C-level executives and elevating our Executive IT operations. This role is an excellent opportunity for someone who is passionate about:
Exceptional Customer Service - Delivering unparalleled support tailored to executive needs.Proactive and Predictive Support - Anticipating user needs and preventing issues before they arise.Cultivating a stellar support team - Building and developing a high-performing team of top-notch support professionals.Empowering Self-Service Solutions - Enhancing user independence through intuitive self-service options.Omni-channel experience - Providing seamless support across multiple communication channels.AI and automation integration - Leveraging technology to streamline processes and improve efficiency.Mastering shift-left via repeated issue analysis - Identifying patterns and addressing root causes to reduce recurring issues.Self-Healing and ITSM Flow Integration - Implementing solutions that automatically resolve issues and optimize service management.Essential Functions: Transformational Leadership: Inspire, motivate, and guide the Executive IT team to achieve their full potential while fostering a culture of continuous improvement and excellence.
Mentor, manage, and motivate a high-performing team, setting clear priorities to achieve goals and OKRs.Monitor and evaluate team performance, providing feedback and coaching for improvement.Ensure work is properly documented and track via ITSM platform and service level targets are met and address all service-level complaints.Support service improvement efforts to reduce incidents, enhance existing support, and improve end user experience.Create and maintain SOPs - Standard Operating Procedures, policies, SLAs, end-user training, technical and end user knowledgebase.Ensure support coverage for executives when they travel to corporate events and provide events support when applicable.Participate with various stakeholders in maximizing the operational effectiveness of the End User experience, while ensuring service improvements are done to minimize repeat issues.Participate in budget planning process relative to the specific needs of this user base.Apply creative thinking to drive automation goals and align with technology strategy.Be an exemplary leader, embodying the organization's culture, vision, mission, and goals.Build strong relationships with leaders and stakeholders to command their attention.Orchestrate effective communication and employee engagement initiatives.Proactiveness: Anticipate potential issues and implement preventive measures.
Develop and execute a strategic plan for the Executive IT aligned with organizational goals.Collaborate with cross-functional teams for continuous improvement initiatives.Proactively manage internal organization initiatives from ideation to execution.Innovation: Continuously seek new ways to improve operations and enhance customer experience.
Stay updated with industry trends and emerging technologies.Support the adoption of new technologies and tools.Ensure information security and risk management are embedded within the culture.Direct the secure operation and maintenance of corporate computing and networking infrastructure.Provide subject matter expertise and manage external and internal collaboration projects.Ensure change management best practices are followed for organizational initiatives.Collaboration with peer stakeholders across other End User Systems operations engineering functions to define clear R&R and rules of engagement.Basic Qualifications: 10+ years of relevant work experience and a Bachelors degree, OR 13+ years of relevant work experiencePreferred Qualifications: 12 or more years of work experience with a Bachelor's Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhDProven experience as a Director of Executive IT Support or similar leadership role.Hands-on experience with operations.Customer-service oriented with strong analytical and problem-solving skills....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 154,600.00 to 224,150.00 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.
#J-18808-Ljbffr
