Vice President, Client Services Go-to-Market Services North America

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

Overview:

The Vice President, Client Services Go-to-Market Services – North America (CS NA GTMS) is responsible for ensuring that every Visa product, release, and ecosystem mandate lands cleanly in the North America market and performs reliably for our clients post-launch. This leader owns the Client Services readiness function across Visa’s three business pillars – Consumer Payments, Value-Added Services (VAS), and Commercial & Money Movement Solutions (CMS) – plus Debit / Credit Processing Services (DPS), making this one of the most cross-cutting and strategically important leadership roles in NA Client Services.

The role sits at the intersection of Product, Technology, Risk, Sales, and Regional Client Services. It is the single accountable NA leader for business enhancement release readiness, new product deployment and servicing-model design, the product feedback loop from the field, incident management and sustainable root-cause remediation across clients, servicing-

 requirements advocacy into Product, product and ecosystem readiness mandates, and pricing deployment readiness. In doing so, this leader directly protects client experience, accelerates time-to-revenue, and reduces operational risk for the largest and most complex Visa clients in the region.

 This position operates at an executive level internally and externally and demonstrates a breadth of knowledge of Visa’s product, platform, and ecosystem capabilities. It requires a client-focused mindset, the ability to achieve results through both a direct and highly matrixed organization, the ability to influence executives, and the ability to drive change in a highly matrixed cross-functional organization.

Principal Responsibilities / Key Result Areas:

Business Enhancement Release Readiness:

• Own the NA Client Services readiness track for every Business Enhancement Release (BER) and VisaNet / platform release across Consumer, VAS, CMS, and DPS – from scoping and impact assessment through client communications, internal enablement, go-live, and hypercare.
• Partner with Global Product, Technology, and Regional CS to translate release content into clear client impact, required client actions, and internal readiness plans (training, playbooks, tooling, scripts, knowledge articles).
• Establish and operate release readiness gates with measurable exit criteria (functional, operational, client-facing). Serve as the NA go/no-go voice for Client Services on each release.
• Drive continuous improvement in release predictability, defect leakage into production, and post-release incident volume.

New Product Readiness & Servicing Model Design:

• Lead the NA deployment-readiness function for new products across Consumer, VAS, CMS, and DPS, ensuring every product that goes to market has an operational servicing model, SLAs, escalation paths, and tooling in place before first client goes live.
• Design and standardize servicing-model prototypes (implementation, ongoing support, incident management, optimization) and tailor them to the client segment, product complexity, and integration pattern.

Product Feedback Loop (Voice of the Client → Product):

• Act as the structured, data-driven voice of the NA client into Product and Technology – aggregating field signals (cases, incidents, client councils, win/loss, implementation friction) into a prioritized product and defect backlog.
• Partner with Product Management on roadmap input, prioritization, and acceptance criteria for servicing-impacting features.
• Operate a closed-loop feedback cadence (monthly / quarterly) with Product leaders across Consumer, VAS, CMS, and DPS; publish a transparent scorecard of commitments and resolution.

Incident Management, Escalation & Sustainable Root-Cause Remediation:

• Own the NA incident management framework for product and platform disruptions across all four portfolios – from detection and client communication through resolution, RCA, and sustainable fix.
• Chair cross-functional major-incident reviews. Hold Product, Technology, and Risk accountable for timely, sustainable fixes and for closing systemic client-impacting defects.
• Serve as the senior NA escalation point for critical operational issues affecting multiple clients or strategic accounts. Represent Client Services on NA crisis-management forums.
• Build the data, tooling, and governance (problem management, defect tracking, trend analysis) to shift the organization from reactive incident response to proactive risk reduction.

Product Liaison for Servicing Requirements:

• Represent Client Services in Product design reviews and PI/sprint planning across Consumer, VAS, CMS, and DPS – ensuring servicing, observability, and client-enablement requirements are treated as first-class product requirements, not after-the-fact asks.
• Define and maintain the NA Client Services “ready-to-service” requirements catalog (diagnostics, entitlements, telemetry, self-service, documentation, API support).
• Own the governance that prevents products from launching in NA without meeting the agreed servicing baseline.

Product & Ecosystem Readiness Mandates:

• Lead NA Client Services readiness for industry and ecosystem mandates (e.g., network rules, regulatory changes, scheme compliance, tokenization, 3DS, open banking, real-time rails) – coordinating with Product, Risk, Legal, and Regional CS.

• Translate mandates into client-facing impact assessments, communication plans, and internal enablement; track client readiness and remediation to closure.

• Build durable playbooks so each successive mandate takes less effort than the last.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic qualifications:

• 12 or more years of work experience with a Bachelor's Degree or at least 10 years of experience with an Advanced Degree (e.g., Master's, MBA, JD, MD) or at least 8 years of work experience with a PhD.

Preferred Qualifications:

• 15 or more years of experience with an Advanced Degree (e.g., Master's, MBA, JD, MD, PhD).
• Deep working knowledge of the payments-processing stack and ecosystem players – issuers, acquirers, processors, networks, gateways, PSPs, orchestration layers, token service providers, and fintech enablers – and how servicing and incident management flow across them.
• Demonstrated experience owning release readiness, new-product launch readiness, incident / problem management, or pricing deployment at scale for a complex B2B or B2B2C product portfolio.
• Proven ability to serve as the structured voice of the client into Product and Technology, and to drive sustainable root-cause fixes rather than one-time remediations.
• Track record of designing and scaling servicing models for new products – including SLAs, escalation frameworks, tooling, and cost-to-serve targets.
• Experience operating across multiple business units or product lines simultaneously; comfort with portfolio-level trade-offs and governance.
• Strong grasp of modern service-engineering practices: observability, telemetry, defect / problem management, change management, and the use of AI/automation to reduce service intensity.
• Executive communication and influence skills – able to earn trust with SVP/VP partners in Product, Technology, Risk, Legal, and Sales, and to represent Client Services externally with the largest NA clients.
• Demonstrated ability to lead cross-functional teams through high-impact, unprecedented business issues in a highly matrixed global organization.
• Strong people leader with a track record of building high-performing, diverse teams.

Information for US Applicants

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