Senior Director, Business Strategy & Operations - North America Client Services (NACS)

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

Lead the strategic transformation of North America Customer Success by architecting the operating model, commercial strategies, and execution systems that convert ambition into measurable impact. You will serve as the chief architect of NACS's business operations, owning the mechanisms that run the business, QBRs/MBRs, OKRs, capacity and workforce planning, portfolio governance, while simultaneously building the capabilities that scale it: revenue innovation, process transformation, AIenabled workflows, and field enablement. This role demands a rare combination of strategic clarity and operational rigor: you will design the future-state model while executing flawlessly in the present, translating executive vision into repeatable systems that deepen client partnerships, unlock revenue, elevate service quality, and drive efficiency at scale.

Key Responsibilities:

Performance Management

• Architect the NACS operating model that shifts the organization from reactive execution to proactive, datadriven growth across segments, products, and markets.
• Design and institutionalize the strategic planning cycle, annual planning, QBRs/MBRs, OKR cascades, ensuring every initiative ties back to outcomes in client deepening, revenue expansion, service elevation, and productivity.
• Own the performance narrative for NACS, synthesizing signals across pillars into clear executive insights that inform prioritization, investment decisions, and coursecorrection.
• Build cross-functional governance that breaks silos and creates accountability across CS, Sales, Product, VCA, and Technology.

Demand Planning, Capacity Design & Budget Stewardship

• Develop sophisticated demand and capacity models by segment, product, and complexity to inform workforce strategy, skill mix, and location footprint.
• Design capacity and delivery frameworks that balance service quality, growth aspirations, and cost discipline-enabling scale without linear cost growth.
• Lead organizational and peoplestrategy design (roles, org structure, centralization plays) aligned to the target operating model.
• Maintain P&L and budget accountability for CS operations, with clear uniteconomics visibility and ROIbased investment decisions.
• Identify synergies and cost efficiencies through centralization, automation, and sharedservices models.

Communications, Culture & Organizational Alignment

• Lead the internal communications strategy for NACS, ensuring clarity of priorities, progress, and impact across all levels.
• Own the CS NA calendar and operating rhythms (allhands, leadership forums, QBRs, transformation checkpoints) to keep the organization in sync.
• Design and execute clientfacing events (for example, executive forums, client advisory conversations) to gather input and
• Serve as a visible culture carrier, embedding performance, accountability, and customercentricity into ways of working.

Commercial & Value Strategy

• Transform NACS from a cost center to a growth engine by defining monetizable service offerings (onboarding, implementation, data/insights, advisory, tiered support) that expand Customer Success revenue.
• Build commercial and pricing frameworks that integrate with Sales and protect core Visa revenue while enabling upsell and expansion motions.
• Partner with Visa Client Analytics (VCA) to cocreate dataled value propositions, commercial plays, and account strategies.
• Engineer repeatable onboarding and execution paths tailored by segment and complexity to shorten timetovalue and improve adoption.
• Establish tiered service models (standard/enhanced/specialized) that balance client expectations, economic sustainability, and revenue growth.

Process Transformation, Tooling & AI

• Own the automation spine roadmap, prioritizing the highestfriction, highestvolume workflows (configuration, implementation, testing, CSM motions) for redesign and automation.
• Apply AI and advanced analytics to CS workflows to eliminate manual workflows and processes, improve decision quality, productivity, and employee experience.
• Lead process engineering using Lean/Six Sigmastyle approaches to remove waste, simplify handoffs, and codify best practice into playbooks.
• Define launchreadiness and "nolaunchwithout" criteria to derisk product and service releases from a client operations perspective.
• Set the strategy for CS tooling and data infrastructure, ensuring technology roadmaps align with the target operating model.

Client Success Excellence

• Design CSM coverage and segmentation models, including funding logic, that align economics with demand and growth priorities.
• Build a worldclass enablement engine for CSMs and technical resources-goals and scorecards, onboarding and proficiency paths, commercial acumen, and complex solutioning skills.
• Elevate client engagement quality by equipping the field with richer data, narratives, and AIpowered insights that make value tangible in every interaction.
• Develop and institutionalize partnership models with AEs and other stakeholders to ensure unified account strategies and coordinated growth motions.
• Define CSM metrics to tie to performance and pay.
• Establish disciplined escalationprevention and management frameworks with centralized monitoring and continuous learning loops.

This position is to be based in our San Francisco office location as a Hybrid role. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 12 years of work experience with a Bachelors Degree; 10 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD); or a minimum of 5 years of work experience with a PhD

Preferred Qualifications:

• 15 or more years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• 15+ years in strategy, transformation, and/or operations roles (for example, toptier consulting, corporate strategy, or business transformation) with demonstrated impact in complex, multistakeholder environments.
• Proven track record architecting and scaling operating models or revenue/efficiency programs in SaaS, technology, or financial services.
• Deep fluency in both strategy and execution, comfortable building a threeyear roadmap and standing up the governance, tooling, and processes that make it real.
• Strong commercial acumen and experience partnering with Sales, Product, and Analytics organizations to drive growth and profitability.
• Demonstrated success leading crossfunctional change, influencing senior executives, and building highperforming teams.

U.S. Applicants Only

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