Vice President, Dispute Processing

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.

The Open VisaNet (OVN) organization provides Information Technology services that enable Visa's mission-critical core payment systems. The business applications enabled by OVN provide the essential functions that consumers, merchants, and financial institutions in the payment ecosystem need to transact payments, affect settlement of funds, manage payment risk, and manage disputed payments. The talented engineers, analysts, and project managers, as well as the leadership team that comprise OVN, deliver these market-critical services at the demanding pace that the payment industry demands while maintaining hallmark levels of reliability and availability.

The Vice President, Dispute Processing, will lead a development organization responsible for Visa's global dispute management system known as Visa Resolve Online. Visa Resolve Online (VROL) is a web-based application that supports customer service representatives and back-office analysts responsible for managing the dispute transaction life cycle. VROL is a mandated service that is crucial to the Visa brand promise of providing secure and reliable payment services by ensuring that cardholders, merchants, and issuing financial institutions have a clear dispute process and enabling technology, making resolution of disputed transactions fast and easy.

Reporting to the Head of Open VisaNet, this position has a high-impact, high-visibility role within Open VisaNet and the entire Visa technology organization. Due to the tier one, mission-critical nature of the VROL system under the scope of this position's responsibility, this candidate must ensure that the most rigid, high-availability development and problem recovery practices are in place to support Visa's leadership role in the payment ecosystem.
 

Primary Responsibilities:

• Leadership of 100+ engineers and leaders in Foster City, CA, Austin, TX, Singapore and Poland.
• Delivery of multi‑year product roadmaps, balancing innovation, reliability, and regulatory requirements
• Platform availability, security, and operational excellence, meeting or exceeding four‑nines reliability standards
• Ensure seamless and coordinated agile processes and practices are in place across all development locations, driving the highest quality deliverables.
• Manage a multi-million-dollar operating budget and a 40 - 60 Million USD portfolio of projects annually.
• Functional management and staff development for a large team of development managers, developers, and architects in four locations around the world. Setting clear, aligned goals and direction, delegating appropriately and regularly providing candid feedback and coaching to optimize strengths and build competency within the team.
• Collaboration, consultation and guidance to senior business leaders in other parts of the organization to ensure that project objectives are aligned with enterprise strategies and goals, ensuring that expectations and desired results are met efficiently and effectively to ensure customer satisfaction with project deliverables.
• Handling routine daily activities such as logistics, coordination, coaching, mentoring, recruiting, budgeting, purchasing, planning, delivery, quality, customer/vendor relationships, performance metrics, operations, efficiency, service level management, etc.
• Drive the adoption of Generative AI across the SDLC, including design, development, testing, and operations, while leading the integration of GenAI powered features into core product offerings.
• Drive adoption of modern engineering practices, tools, and architectures to improve developer productivity and system resiliency
• Hire, develop, and mentor senior engineering leaders, building strong succession and talent pipelines

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office more than 50% of the time based on business needs.

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. Masters/ MBA/JD/MD) or at least 8 years of work experience with a PhD

Preferred Qualifications:

• Demonstrated a track-record of success in leading multidisciplinary projects/initiatives that represent highly complex organizational issues with broad technical and strategic initiatives that result in tangible impact for the organization.
• Trusted leader who has directly managed software development and engineering teams of 40 or more and who has had significant experience managing remote/offshore development teams, budget responsibility should minimally have been in the 10 - 15 Million USD range.
• Established and maintained key relationships and experiences with large third-party vendors and have successfully managed initiatives with vendor participation to successful completion. The ideal candidate will also have had experiences with vendor service level agreements (SLAs), delivery, customer satisfaction, performance metrics/scorecards for complex large-scale projects.
• Have a solid foundational understanding of the following platforms and associated technology
  • Application development on JVM based platforms (tcServer or similar) and JAVA frameworks like Spring, Struts etc.
• Working knowledge of:
  • N-tier architecture.
  • Enterprise grade caching solutions
  • Business Rules Management Systems
  • Relational databases (DB2 or Similar) and/or NoSQL databases like Cassandra
  • Microservices and Containers, preferably Docker, Kubernetes, OpenShift and S3
  • Kafka or similar messaging frameworks
  • Generative AI-driven automation
• Solid understanding of security concepts and methods for protecting data at rest and in-flight.
• Experience in managing/developing large-scale applications on Open source backed enterprise grade solutions.
• Results-driven manager with experience in establishing direction, aligning goals to division and corporate tactical and strategic goals, achieving high quality results from team members, and motivating and maintaining an engaged and high performing team.
• Strong and consistent trajectory as a leader. The successful candidate will have a track record of developing and maintaining a leadership team that promotes core values of initiative, integrity, collaboration, and stewardship over corporate financial and human resources.
• Think strategically: See patterns and relationships in information and events, apply past experiences to current situations, clarify and simplify complex information, anticipate trends and possibilities that may lead to new business opportunities. Consistently think and act ahead of the curve, anticipate and effectively respond with urgency to immediate opportunities. Execute plans vigorously and with flexibility, operate proactively, identify and address long-term opportunities.
• Demonstrated focus on service excellence, view Visa's services and products from the customers' perspectives, identify future needs, desires and trends of current and potential customers.
• Be able to quickly understand and effectively leverage the organization to accomplish business and unit goals, gain credibility with senior leaders on critical business issues.
• Demonstrate executive presence, including communicating effectively, inspiring and mentoring others, and continuously developing the competencies of him/herself and others.

U.S. APPLICANTS ONLY:  The estimated salary range for this position is $235,700 – $409,000 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. 

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 this position is 235,700 to 409,000 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.