Senior Director, Business Strategy & Operations – North America Client Services (NACS)

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.Job DescriptionLead the strategic transformation of North America Customer Success by architecting the operating model, commercial strategies, and execution systems that convert ambition into measurable impact. You will serve as the chief architect of NACS’s business operations, owning the mechanisms that run the business, QBRs/MBRs, OKRs, capacity and workforce planning, portfolio governance, while simultaneously building the capabilities that scale it: revenue innovation, process transformation, AI‑enabled workflows, and field enablement. This role demands a rare combination of strategic clarity and operational rigor: you will design the future-state model while executing flawlessly in the present, translating executive vision into repeatable systems that deepen client partnerships, unlock revenue, elevate service quality, and drive efficiency at scale.Key Responsibilities:Performance ManagementArchitect the NACS operating model that shifts the organization from reactive execution to proactive, data‑driven growth across segments, products, and markets.Design and institutionalize the strategic planning cycle, annual planning, QBRs/MBRs, OKR cascades, ensuring every initiative ties back to outcomes in client deepening, revenue expansion, service elevation, and productivity.Own the performance narrative for NACS, synthesizing signals across pillars into clear executive insights that inform prioritization, investment decisions, and course‑correction.Build cross-functional governance that breaks silos and creates accountability across CS, Sales, Product, VCA, and Technology.Demand Planning, Capacity Design & Budget StewardshipDevelop sophisticated demand and capacity models by segment, product, and complexity to inform workforce strategy, skill mix, and location footprint.Design capacity and delivery frameworks that balance service quality, growth aspirations, and cost discipline—enabling scale without linear cost growth.Lead organizational and people‑strategy design (roles, org structure, centralization plays) aligned to the target operating model.Maintain P&L and budget accountability for CS operations, with clear unit‑economics visibility and ROI‑based investment decisions.Identify synergies and cost efficiencies through centralization, automation, and shared‑services models.Communications, Culture & Organizational AlignmentLead the internal communications strategy for NACS, ensuring clarity of priorities, progress, and impact across all levels.Own the CS NA calendar and operating rhythms (all‑hands, leadership forums, QBRs, transformation checkpoints) to keep the organization in sync.Design and execute client‑facing events (for example, executive forums, client advisory conversations) to gather input andServe as a visible culture carrier, embedding performance, accountability, and customer‑centricity into ways of working.Commercial & Value StrategyTransform NACS from a cost center to a growth engine by defining monetizable service offerings (onboarding, implementation, data/insights, advisory, tiered support) that expand Customer Success revenue.Build commercial and pricing frameworks that integrate with Sales and protect core Visa revenue while enabling upsell and expansion motions.Partner with Visa Client Analytics (VCA) to co‑create data‑led value propositions, commercial plays, and account strategies.Engineer repeatable onboarding and execution paths tailored by segment and complexity to shorten time‑to‑value and improve adoption.Establish tiered service models (standard/enhanced/specialized) that balance client expectations, economic sustainability, and revenue growth.Process Transformation, Tooling & AIOwn the automation spine roadmap, prioritizing the highest‑friction, highest‑volume workflows (configuration, implementation, testing, CSM motions) for redesign and automation.Apply AI and advanced analytics to CS workflows to eliminate manual workflows and processes, improve decision quality, productivity, and employee experience.Lead process engineering using Lean/Six Sigma‑style approaches to remove waste, simplify handoffs, and codify best practice into playbooks.Define launch‑readiness and “no‑launch‑without” criteria to de‑risk product and service releases from a client operations perspective.Set the strategy for CS tooling and data infrastructure, ensuring technology roadmaps align with the target operating model.Client Success ExcellenceDesign CSM coverage and segmentation models, including funding logic, that align economics with demand and growth priorities.Build a world‑class enablement engine for CSMs and technical resources—goals and scorecards, onboarding and proficiency paths, commercial acumen, and complex solutioning skills.Elevate client engagement quality by equipping the field with richer data, narratives, and AI‑powered insights that make value tangible in every interaction.Develop and institutionalize partnership models with AEs and other stakeholders to ensure unified account strategies and coordinated growth motions.Define CSM metrics to tie to performance and pay.Establish disciplined escalation‑prevention and management frameworks with centralized monitoring and continuous learning loops.This position is to be based in our San Francisco office location as a Hybrid role. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.QualificationsB