Vice President, Service Operations & AI Management

About UsVisa 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.Visa will accept applications for this role until at least 06-12-2026Job DescriptionThe VP, Service Operations & AI Management is responsible for leading the daily performance of a global, multi‑channel Client Care organization while overseeing the scaled operational use of AI across service delivery. This leader manages a hybrid workforce of human frontline teams and AI agents, ensuring safe, compliant, and value‑yielding use of automation and machine intelligence.While accountable for service levels, efficiency, quality, and frontline leadership, this position must also operate as a digital workforce orchestrator, responsible for optimizing AI behavior, tuning digital workflows, and ensuring the service environment is designed for a highly automated future.This role represents the next generation of operations leadership—where digital labor, AI governance, and human expertise converge to define the service experience of the future.The role will report to the SVP of Client Care.Key Responsibilities1. Operational LeadershipDeliver daily service performance across all channels, ensuring SLAs, quality, and customer experience targets are met.Oversee frontline leadership, coaching routines, staffing execution, adherence, and vendor performance.Lead intraday management, quality execution, and operational efficiency programs.Manage complex global operations across multiple sites and time zones.2. AI Operations & GovernanceServe as the operational owner for AI within Client Care, ensuring responsible, safe, and compliant use of AI in service delivery.Lead and enable adoption of AI-assist tools for all Client Care teams.Monitor, measure, and optimize AI performance (accuracy, containment, intent recognition, assist adoption).Identify operational risks and ensure AI agents adhere to guardrails, privacy standards, escalation paths, and human‑in‑the‑loop processes.Partner with Strategy & Planning to refine AI standards, model requirements, and governance frameworks.Oversee AI workforce health, including training cycles, prompt tuning, behavior audits, exception handling, and bias detection.3. Change DeliveryTranslate the enterprise roadmap into executable operational work, ensuring new policies, journeys, tools, and AI solutions are embedded seamlessly into frontline environments.Identify execution risks, resource requirements, and change dependencies early.Share insights that inform experience design, prioritization, and product roadmaps.4. Digital Workforce & Capacity ManagementIntegrate AI agents into Workforce Management (WFM), forecasting, routing, and staffing models as part of a blended human + digital labor strategy.Manage digital agent quality, workload balancing, escalation logic, and reliability.Establish digital agent KPIs (e.g., accuracy, containment, compliance, efficiency) equivalent to human performance KPIs.5. People LeadershipLead and grow a global operations team capable of executing in a highly automated environment.Build new leadership capabilities including AI fluency, digital operations readiness, and continuous improvement disciplines.Foster a culture of customer obsession, innovation, data-driven decision making, and operational excellence.Key CompetenciesDigital & AI Fluency: Understands AI agents, automation frameworks, model behavior, and digital service ecosystems.Enterprise Thinking: Designs operations with long-term scalability, risk management, and cross-functional alignment.Customer Experience Leadership: Uses insights, journey thinking, and experience design to elevate satisfaction and reduce effort.Advanced Operational Excellence: Deep knowledge of WFM, quality, performance management, and root-cause analysis.AI Operational Governance: Skilled in monitoring, tuning, auditing, and governing AI systems in production.Data‑Driven Management: Uses real-time data, predictive insights, and performance analytics to manage a dynamic operation.People Leadership & Talent Development: Grows leaders who can operate effectively across human and AI workflows.Change Leadership: Leads through ambiguity, builds adoption for new capabilities, and drives cultural transformation.Influence & Cross-Functional Partnership: Partners with Product, Technology, Strategy & Planning, Compliance, and Finance.Operational Decision-Making: Makes fast, informed tradeoffs under pressure.Continuous Improvement Mindset: Implements scalable improvements across human and digital workflows.Risk & Compliance Orientation: Ensures safety, regulatory adherence, and ethical use of AI. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.QualificationsBasic Qualifications • 12 or more years of work experience with a bachelor’s Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/ MBA/JD/MD) or at least 8 years of work experience with a PhD • 12+ years in large-scale contact center or service operations leadership, with at least 5 years at senior/executive level. • Demonstrated experience operationalizing AI and automation at scale. • Expertise in WFM, vendor management, quality programs, and multi site operations. • Proven track record leading transformation, including automation, digital channel enablement, or AI introduction. • Experience managing global teams and third party partners. • Bachelor’s degree required, Master’s degree preferred (Business, Operatio