Sr. Consultant, Product Management (Contact Center solution or CRM software)

We are seeking an experienced and dynamic Senior Product Manager to join our team. The Services Digitization organization in Client Services is responsible for developing and implementing the strategy for digitalization and automation tools in support of a world class service experience for Visa’s customers. Our team works with cross-functional leaders in Client Services, Product and Technology to drive the automation strategy and grow world-class, fully digitally integrated automation capabilities across all areas of Client Services. This role will focus on the lifecycle management of a contact center solution software product and its associated applications, designed to support the broader Client Services team and a variety of customers it supports. This is a pivotal role in driving our digital and AI capabilities as part of the broader transformation initiative, ensuring a best-in-class service experience for our customers. The ideal candidate should demonstrate a proven track record in product management, specifically within the financial services or fintech industry, and exhibit strong leadership, strategic thinking, and communication skills. This role demands both a readiness to engage directly in driving initiatives and the capability to think broadly and innovatively, depending on the circumstances.

Key Responsibilities (including, not limited to):

• Responsible for end-to-end product lifecycle management
• Understand the needs of Client Services teams regarding the applications it utilizes to serve our customers
• Design and develop value proposition definition, potential technology solutions, and cost/benefit analysis for the software capabilities
• Manage a product roadmap, prioritizing development of features based on business needs and value with quantifiable benefits
• Communicate product vision, strategy, and progress to internal stakeholders, including executive leadership
• Collaborate with stakeholders to define product scope and prioritization to meet deadlines of development, such as working with our technology team and/or third-party solution providers to ensure timely delivery of new features
• Drive continuous improvement and innovation within the product management processes
• Responsible for tracking and reporting benefit realization
• Operate with minimal supervision and make informed, well-reasoned decisions independently
• Mentor other Product Managers, providing guidance, feedback, and support to foster their professional growth

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Qualifications

• 10 or more years of work experience in Product Management in the payments, fintech, or technology industry
• Proven track record of delivering results, managing complex projects, and supporting cross-functional teams
• End-to-end product lifecycle management – Proven ability to effectively operate in Agile methodology, delivering a Minimum Viable Product and driving iterative improvements to maximize product value
• Solid experience in Contact Center solution or CRM software, such as Genesys Cloud, Microsoft Dynamics, Salesforce, etc.
• Ability to work effectively and collaboratively in a highly matrixed organization
• Outstanding communication, presentation, and negotiation skills, with the ability to influence and collaborate with both internal and external stakeholders
• Self-motivated, adaptable, and resilient, with the ability to work in a fast-paced and dynamic environment
• Analytical and creative thinker, with a customer-centric and solution-oriented mindset
• Excellent team player with world-class sense of humor