Service Design Manager

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Product Transformation team is responsible for uplifting the product management discipline and enabling more effective product development across Visa. We are seeking a talented individual to lead strategic initiatives supporting the product and technology transformation. The Service Design Manager will play a key role in shaping and refining our PLM framework by thoroughly documenting roles, responsibilities, hand-offs, and process components for each interaction within the framework. This position requires a strategic thinker with strong analytical skills and the ability to collaborate effectively with cross-functional partners. The successful candidate will conduct workshops with relevant stakeholders to align on process components and create comprehensive documentation and how-to guides for the organization.

Essential Functions

Service Design and Operating Model Development:

• Lead the design and optimization of the operating model and process components across the PLM framework.
• Conduct in-depth analysis of current processes and identify areas for improvement and standardization.
• Develop detailed documentation of roles, responsibilities, hand-offs, and process components for each interaction within the PLM framework.
• Ensure alignment of the operating model with business objectives and industry best practices.

Stakeholder Collaboration:

• Work closely with cross-functional partners, including product development, engineering, marketing, and operations, to gather insights and requirements.
• Facilitate workshops with stakeholders to work through and align on process components and interactions.
• Build and maintain strong relationships with key stakeholders to ensure effective collaboration and communication.

Documentation and Knowledge Management:

• Create comprehensive documentation, including process maps, role definitions, and interaction guidelines.
• Develop how-to guides and training materials to support the implementation and adoption of the PLM framework.
• Ensure that all documentation is accessible, up-to-date, and easily understood by relevant teams.

Continuous Improvement:

• Monitor the performance and effectiveness of the PLM framework and identify opportunities for continuous improvement.
• Gather feedback from stakeholders and make necessary adjustments to processes and documentation.
• Stay updated on industry trends and best practices to incorporate innovative approaches into the PLM framework.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Basic Qualifications

* 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

* 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD

* Proven experience in service design, operating model design, or a related role, preferably within a product lifecycle management context.

* Strong understanding of service design methodologies, tools, and frameworks.

* Excellent analytical, problem-solving, and strategic thinking skills.

* Strong communication and interpersonal skills with the ability to collaborate effectively with diverse teams.

* Experience in conducting workshops and facilitating stakeholder alignment.

* Knowledge of industry standards and best practices in PLM and operational efficiency.

* Ability to work independently and manage multiple projects and deadlines.

* Proficiency in design and visualization tools (e.g., Adobe Creative Suite, Miro, Figma).

* Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and other relevant tools.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% 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 a new hire into this position is 119,100.00 to 172,600.00 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.