Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are key internal partners to Product and Technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.
We are seeking a proactive, solutions-driven Incident Program Consultant to facilitate the rapid resolution of operational incidents, ensure clear and timely communication, and drive post-incident improvements that enhance our client experience.In this role, you will act as the bridge between Client Services, Product, and Technology, ensuring that issues are resolved quickly, root causes are understood, and preventative measures are implemented. The ideal candidate combines the analytical mindset of a Business Analyst, the organizational skills of a Program Manager, and a deep passion for client-focused outcomes. If you thrive in fast-moving environments, embrace collaboration, and have a knack for turning challenges into opportunities for improvement, we’d love to hear from you. What You’ll DoLead Incident Coordination: Share responsibilities with a peer to manage responses to operational alerts, join incident bridges, and represent Client Services during events.Facilitate Cross-Functional Resolution: Partner with Product, Technology, and Client Services teams to ensure effective incident resolution, translating technical details into clear, business-friendly language—both verbally and in writing.Manage Escalations: Act as the central point of contact for urgent issues and global inquiries during incidents.Identify and Influence Improvements: Track recurring service or product issues, identify trends, and provide actionable feedback to Product and Technology teams to drive preventative solutions.Be the Voice of the Customer: Represent Client Services in cross-functional meetings, advocating for client needs and ensuring their perspectives inform decision-making.Enhance Processes and Tools: Drive operational efficiencies through prioritization, automation, and tool enhancements. How You’ll Succeed Analytical Problem-Solving: Investigate data, documentation, and processes to uncover solutions.Prioritization & Efficiency: Recognize what matters most in high-pressure situations and streamline workflows.Adaptability: Maintain composure and agility when dealing with change, disruption, or ambiguity.Technical Curiosity: Understand Visa DPS processing (or be willing to quickly learn) and proactively seek expert input when needed.Collaborative Communication: Navigate challenging conversations with diplomacy while driving positive outcomes.Continuous Learning: Embrace growth opportunities and expand your technical and operational expertise.Team Leadership: Challenge the status quo constructively, align diverse stakeholders, and unite teams around common goals. This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.We will be accepting applications through October 6, 2025.
