Job Family Group: Technology and OperationsCompany DescriptionVisa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone. Job DescriptionWe are looking for a qualified and experienced Analytics and Automation Manager to head our team in improving user experience and IT support operations by using Data analytics and Automation, with a strong focus on GEN AI and VISA adopted automation technologies. The ideal candidate will have a solid background in Automation frameworks, techniques, and implementation, along with a thorough knowledge of Analytics, value streams and process effectiveness. This role is ideal for someone who is a creative self starter and can provide reliable solutions that enhance user experience with a focus on creating value through continuous improvements.
Responsibilities:
Develop and implement strategies to enhance IT support processes through data-driven insights and automation solutions.
Evaluate and implement AI-driven solutions to enhance IT support functions.
Collaborate with data scientists and machine learning engineers to develop models.
Collaborate with multiple teams to identify processes that can be automated for the biggest benefits.
Integrate natural language processing (NLP) capabilities to enhance communication and interaction within the IT support system.
Analyze and identify trends, recurring issues, and areas for improvement.
Monitor the effectiveness of automation systems and make enhancements/adjustments as necessary.
Manage and optimize existing automation frameworks, ensuring seamless integration with IT support workflows.
Provide regular reports and dashboards to stakeholders, highlighting key performance metrics and improvement opportunities.
Stay informed about emerging technologies and industry best practices to continually enhance support analytics and automation capabilities.
Oversee the collection, management, and interpretation of data.
Develop and implement data analyses, data collection systems, and other strategies that optimize statistical quality.
Join our team at the forefront of AI-driven IT support innovation. If you are passionate about harnessing the power of artificial intelligence to revolutionize support operations, apply now and contribute to shaping the future of IT support analytics and automation.
The position interfaces with cross-functional leadership, up to and including the Vice Presidents, to understand requirements, expectations and to communicate plans, status, etc. The environment is fast paced, requiring quick and effective action to be successful. Execution includes collaboration across groups both within and beyond the End User Support Organization We are looking for someone with a passion for both planning and execution, and who works effectively as a self-starter, and a team leader The ideal candidate will have a proven track record of working with complex initiatives, be self-motivated and highly organized, and foster positive internal and external relationships.
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 50% or more of the time based on business needs.
QualificationsBasic Qualifications
• 5+ years of relevant work experience and a Bachelors degree, OR 8+ years of relevant work experience
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
• Strong process orientation and demonstrated knowledge of project management techniques, methodologies, and best practices.
• Effective leadership qualities - ability to influence effectively without direct management authority.
• Experience managing conflicts to achieve project goals. Transparency with management and stakeholders.
• Ability to establish and maintain effective and cooperative professional business relationships with all levels of management, employees and outside companies.
• Strong organization skills. Ability to multi-task. Show initiative and work
aggressively to meet deadlines.
• Superior written and verbal communication skills. Effective and confident presentation skills.
• Good judgment, strong common sense, and excellent attention to detail
Additional InformationVisa 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.
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