Senior Director, AI & Service Enablement
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
This is a rare opportunity to shape the future of how Visa works. As Senior Director, AI & Service Enablement, you will define, direct, and build the internal product capabilities and AI-powered tooling that reduce friction, simplify execution, and transform how teams deliver for clients.
You'll own two critical functions: a technical team focused on AI, automation, and internal tooling/products, and an enablement team driving client and product adoption readiness. Together, these teams are reimagining the client service experience—treating internal tools as products, prioritizing user needs, and making it easier for Visa to deliver world-class products to clients globally.
This role is ideal for a strategic, people-first leader who thrives at the intersection of technology, transformation, and execution. You'll inherit a motivated team, early-stage internal products with strong potential, and a clear mandate to set product direction, drive adoption, and continuously improve the way work gets done. You'll have significant autonomy, executive visibility and support, and the chance to influence how AI is embedded into Visa's operations.
Strategic Leadership & Transformation
Translate vision into a clear product and operating strategy for AI-enabled service delivery, internal tooling, and product enablement
Drive adoption of internal products that reduce friction, standardize workflows, and enable teams to work in new, more scalable ways
Establish product success metrics, user feedback loops, and continuous improvement practices to measure impact and guide prioritization
Serve as a change leader, bringing teams along through transformation with clarity and empathy
AI, Automation & Internal Product Development (Technical Team)
Direct a small technical product team responsible for defining, building, and iterating on AI-powered tools and workflow capabilities
Own and shape the product roadmap for internal platforms, balancing user needs, business value, technical feasibility, and adoption priorities
Translate pain points and process gaps into product requirements, tooling enhancements, and scalable solutions that change the way teams work
Partner with engineering and business stakeholders to prioritize features, manage trade-offs, and deliver practical AI and automation capabilities
Enablement & Client Readiness (Program Team)
Lead a team of program managers responsible for go-to-market execution for new products
Ensure seamless coordination across Product, Customer Service, Engineering, and other cross-functional partners to connect tooling strategy with business execution
Build scalable, repeatable processes and digital workflows that improve client readiness, product launch execution, and internal user experience
Drive accountability and delivery across multiple concurrent initiatives
Stakeholder Engagement
Collaborate closely with Product, CS, Engineering, and cross-functional teams to align tooling roadmaps, launch priorities, and operating model changes
Influence senior stakeholders (SVPs, VPs, Sr. Directors) within and outside the organization
Represent the team's work and impact to executive leadership
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Experience in fintech, with progressive leadership responsibilities
Proven people management experience, leading teams through change and transformation
Strong strategic thinking with the ability to operationalize vision into execution
Experience leading product-oriented technology initiatives, including tool development, roadmap management, user adoption, and operational transformation
Excellent executive presence—able to influence and communicate effectively at all levels
Program management, product operations, or enablement experience, particularly in product launch, client readiness, or internal platform delivery
Ability to translate user pain points into clear requirements, prioritized backlogs, and measurable product outcomes
Comfortable with ambiguity; able to build structure where little exists
Payments industry experience
Global or multi-regional experience
Technical or product fluency, including the ability to credibly direct technical teams, shape requirements, and make informed roadmap trade-offs without needing to code
Experience working with AI, automation, workflow, or internal platform products
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.