Director, CS Strategy and Operations at Visa

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

0.0

Posted On

28 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Strategy, Operations Management, Process Standardization, Capacity Planning, Forecasting, Churn Risk Analysis, Data Analytics, Technology Stack Ownership, Data Integrity, Enablement Programs, Digital Strategy, Automation, Customer Centricity, Governance, Voice of Customer Analysis, Visa Integration

Industry

IT Services and IT Consulting

Description

Company Description Founded by experienced entrepreneurs and engineers in 2016, Pismo is a technology company that provides a comprehensive processing platform for banking, card issuing and financial market infrastructure and helps customers innovate and build the next generation of banking and payment solutions. Pismo joined Visa in 2024. Leveraging Visa’s solutions, our core platform, and an expanding suite of capabilities, Pismo addresses the technological challenges that large banks, marketplaces, and fintech companies face in migrating from legacy systems to more advanced technology in the market. Pismo’s cloud-based platform empowers firms to build and launch financial products rapidly, scaling as they grow to have a broader audience while keeping high security and availability standards. Pismo’s 500+ employees are located in more than 10 countries around the world. Job Description Responsibilities: Operational Excellence: Establish global CS processes (onboarding, capacity planning, renewals) and standardize playbooks. Metrics & Insights: Build and maintain Client 360 dashboards, forecast renewals, and client churn and down sell risk. Technology Leadership: Own Pismo CS tech stack (e.g. Monday.com) and client golden source, ensure data integrity, and partner with data engineering and analytics teams. Enablement: Launch and manage CS Academy, onboarding programs, and continuous learning initiatives. Digital CS Strategy: Implement tech-touch engagement models, automation, customer communication. Strategic Initiatives: Lead strategic initiatives across the company to ensure customer centricity (e.g. GenAI strategy) Governance & Cadence: Drive internal operating rhythm (monthly reviews, quarterly planning, regional cadence). Voice of Customer: Systematically collect and analyze feedback and present insights to product and exec teams. CS Visa Integration: Help drive integration efforts with Visa CS. Success Metrics: Improved customer retention and Net Revenue Retention (NRR). Reduction in cost-to-serve through digital CS and GenAI initiatives. Consistent global onboarding and renewal processes. High engagement with enablement programs and CS Academy. Executive adoption of CS insights for strategic decisions. This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager. Qualifications 10+ years in Customer Success, Operations, or related SaaS leadership roles. Strong analytical and strategic thinking skills, expertise in data analytics, metrics and forecasting. Familiarity with CS platforms, CRM systems, and automation tools. Exceptional cross-functional collaboration and executive communication skills. Additional Information 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. Job Family Group: Client Support Services

Responsibilities

This role is responsible for establishing global Customer Success processes, standardizing playbooks, and building key metrics dashboards to drive operational excellence and provide strategic insights. The director will also lead digital Customer Success strategy, manage the CS technology stack, and drive strategic customer-centric initiatives across the company.