Sr. Director, Global Service Experience Optimization– VCS and Visa Spend Clarity for Enterprise
$179,300–$313,700 year
HybridAtlanta, Georgia, United States
Job Summary
Optimize delivery of the global VCS and VSCE service model by partnering with Product and Technology leaders to drive service improvements and enable the CS organization to support the product roadmap. Apply a data-driven approach to monitor client satisfaction, analyze trends in global case data and platform health, and provide the voice of the customer to cross-functional teams. Coordinate regional and Product teams to deliver client engagement on VCS product plans, develop strategies to minimize client escalations, and lead internal process re-engineering initiatives. This hybrid role based in Atlanta, GA requires 3 days in-office attendance and 5-10% travel, reporting into the CS organization with a dual line to the VP of Product for VSCE.
Required Qualifications
- 12 or more years of work experience with a Bachelor's Degree
- 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD)
- minimum of 5 years of work experience with a PhD
- a minimum of 12+ year's progressively responsible experience in a customer support role in financial services, payment card, and software or information services
- Proven abilities in negotiating with and influencing clients and staff at all levels
- ability to successfully manage competing priorities while serving as a positive influence across the organization
- Ability to comprehend and translate complex technical issues and apply business solutions
- Demonstrate success in client relationship management
- Self-starter with a demonstrated ability to achieve results as part of an effective team
- ability to effectively prioritize and multi-task under deadlines
- Excellent verbal, written, presentation and interpersonal skills
- Strong project management skills
- Demonstrated ability to articulate complex technical terms or processes into business language
- This is position i s a hybrid role to be based in our Atlanta, GA office location
- Visa requires at least 3 days in office
- Travel 5-10% of the time
Desired Qualifications
- 15 or more years of experience with a Bachelor's Degree
- 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD)
- PhD with 9+ years of experience
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