Sr. Manager Technical Support Operations

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

Overview:

The Elite Care team is looking for a Sr. Manager to lead a Technical Support team responsible for supporting Cardinal (VCAS and Centinel). This role will oversee post-launch and post-production support for merchants, issuers, developers, and partners across the North America region.

As the Sr. Manager, you will be responsible for leading a team that provides technical support, issue resolution, and escalation management for client-impacting cases. You and your team will support post-production needs, including issuer resolution and client support, while ensuring timely, effective, and high-quality service.

This role will also manage escalated support requests and work closely with teams inside and outside of the Elite Care organization to resolve complex issues. The Sr. Manager will be expected to partner with local and regional Senior Leadership Teams to help build, lead, and grow the Elite Care support function in North America.

The ideal candidate is a strong people leader with experience in technical support, client service, escalation management, and cross-functional collaboration. This person should be able to create structure, drive accountability, improve processes, and support a high-performing team in a fast-paced environment.

Main job Tasks and Responsibilities:

• Lead, coach, and develop a high-performing technical support team responsible for post-production client support, issue resolution, and escalation management.
• Own regional operational performance, including case volume, backlog, aging, service levels, productivity, client satisfaction, and quality of resolution.
• Drive accountability across the team by setting clear expectations for case ownership, communication, prioritization, and timely follow-through.
• Lead complex and high-visibility client escalations, ensuring the right internal teams are engaged and resolution plans are clearly communicated.
• Partner with regional and global leadership to define priorities, align support models, and support the growth of the Elite Care organization.
• Identify process gaps, operational risks, and improvement opportunities; develop action plans to improve efficiency, quality, and client experience.
• Support incident management activities, including coordination during client-impacting events, communication alignment, escalation follow-up, and post-incident review input.
• Use data and reporting to identify trends, improve decision-making, and drive continuous improvement across the team.
• Promote adoption of tools, automation, AI, and knowledge management to reduce manual work and improve team effectiveness.
• Build strong relationships with Product, Engineering, Service Experience, Client Services, and regional teams to improve issue resolution and support readiness.
• Ensure the team is prepared for new product launches, system enhancements, support model changes, and client-impacting initiatives.
• Develop and maintain documentation, playbooks, support procedures, and training materials to improve consistency and scalability.
• Foster a culture of collaboration, accountability, inclusion, continuous improvement, and strong client focus.

Key Knowledge Domains:

Payment Processing:

• Understanding of online payments, authorization, authentication, issuers, merchants, and partners.

Cardinal / 3DS Support:

• Understanding of Cardinal systems, 3DS authentication, client integrations, and technical issue resolution.

Visa and CyberSource Products:

• Knowledge of Visa and CyberSource services, platforms, APIs, and client support needs.

Technical Support and Escalations:

• Experience managing complex client issues, escalations, root cause analysis, and resolution follow-up.

Incident Management:

• Knowledge of incident response, client communication, bridge calls, support updates, and post-incident reviews.

Client Experience:

• Ability to support clients, manage expectations, and improve service quality.

People Leadership:

• Experience coaching, mentoring, hiring, performance management, and team development.

Operations and Metrics:

• Ability to manage case volume, backlog, aging, service levels, productivity, and client feedback.

Process Improvement and Automation:

• Focus on improving workflows, reducing manual work, and using AI or automation where possible.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 10 or more years of work experience with a bachelor’s degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications:

• Minimum of 10 years of in-depth technical experience in a technology company, web consulting business, technical support, software development, or web development environment preferred.
• Bachelor’s degree required.
• English language fluency required.
• Strong client-facing experience, including the ability to communicate effectively with technical and business stakeholders.
• Self-starter with the ability to work independently, stay organized, and maintain strong attention to detail.
• Experience working with minimal supervision, managing time effectively, and leading direct reports across different countries or regions.
• Experience with e-commerce platforms, shopping cart technologies, payment service providers, payment gateways, and acquirers.
• Experience with Cardinal Consumer Authentication, 3DS 2.x, or Visa/Cybersource authentication products preferred.
• Experience with web-based software development technologies, APIs, and technical integrations.
• Demonstrated leadership capabilities with strong interpersonal and team management skills.
• Strong executive-level written and verbal communication skills, including customer interaction and stakeholder management.
• Strong organizational skills, including issue resolution management, follow-up, and accountability.
• Strong analytical, troubleshooting, and problem-solving skills.

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.