This role will be a team member reporting to the Data Products Operations Senior Director on the Data Policy, Platforms, and Programs team to play a key role in defining and delivering operational expertise for client-facing global data products such as Visa Analytics Platform (VAP) and its related apps. They will work closely with Product Managers, Technology groups, and Client Services support functions in the design, definition, documentation and implementation of operational requirements for the VAP portal and its apps.Essential FunctionsClient Services ManagementProvide subject-matter expertise support to the Client Services organization managing client support for VAP and other applications.Train Client Services team on new features and capabilities including admin processes and client FAQs.Maintain Kaleo knowledge base of FAQs for Client Services and regional sales teams, creating and responding to questions and updating with new feature and release details.Monitor, collect, and report on Client Services metrics in support of VAP and other data products.Provide “voice of support/voice of customer” feedback loop to Product for enhancements, issues, and bugs.Process ManagementDevelop, maintain, and iterate on processes to support user onboarding, end user support, and client billing, with a strong bias towards globalization and automation.Socialize processes with stakeholders to create alignment and build consensus, create documentation, and publish on internal websites (e.g. SharePoint).Enable and execute on established manual processes during the iteration and automation phases until the manual processes can be retired.Release ManagementValidate user experience (UI, reports, etc.) after product releases to ensure client experience is not adversely impacted.Advise Product Owners and Client Services on deployment strategies to release new features and functionality to clients, including but not limited to new reports for existing clients, new UI capabilities, and new applications delivered via VAP.Develop and iterate on processes to support product deployments in partnership with Product Owners, and partner with stakeholders in Client Services to execute on and improve upon existing deployment processes.This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.Relocation assistance is not provided for this role
