The Client Care Digital & AI Services organization in Visa Client Services enables world鈥慶lass client care through scalable digital platforms and AI that improve client experience at scale, agent productivity and effectiveness as well as lower cost to serve with measurable value. The Senior Director, Digital Transformation & AI PM within the Client Care Digital & AI Services organization leads product strategy and delivery for voice and chat solutions, driving the execution of Digital and AI capabilities that support the Client Care Transformation initiative.
This role is accountable for shaping and delivering scalable digital servicing solutions that enhance the overall client experience and improve operational efficiency across client care operations. The Senior Director, Digital Transformation & AI PM partners closely with Technology and Client Care teams to advance omni-channel platform modernization efforts, define the vision and roadmap for GenAI and agentic voice/chat solutions, and leads cross-functional solution development. This role oversees stakeholder alignment, delivery execution, and risk and dependency management to ensure successful deployment and continuous improvement of Digital servicing capabilities.
Responsibilities:
Lead Product Development for Genesys Cloud Voice & Chat out-of-the box platform solutions as well as specialized Digital & AI voice capabilities for Client Resolution and Managed Services lines of business
- Define product roadmap and requirements aligned to Client Care transformation strategy
- Establish detailed business requirements and specifications for existing and new services. Develop well-formed features specifications, user stories and acceptance criteria
- Partner with Technology team to define technical flows and specifications, evaluate architectural choices, etc. and execute the technology build
- Evaluate and implement AI-driven tools and automation platforms, and agentic workflow solutions to improve business performance and operational efficiency
- Define success metrics and track post-release performance and gather operations teams feedback to inform future product development and enhancements
- Communicate delivery progress, dependencies, risks and opportunities across program stakeholders
- Manage relationship with Genesys technology partner to secure best-in-class advanced AI-powered Voice solution deployments
Lead comprehensive Digital & AI solutions delivery program in support of CS Client Care Transformation and Managed Services initiatives
- Oversee and track the identification and solutioning of high-priority Digital & AI Use Cases for voice and chat channels
- Drive continuous improvement and digital transformation efforts by identifying opportunities for process redesign, automation and integration across systems
- Manage solutions roadmap, identify critical operational and technology dependencies and trade-offs
- Ensure timely user testing, training and communications activities in preparation for solutions deployments
- Identify risks and opportunities for Value Realization capture across Digital & AI solutions
- Oversee and track deployed solutions Value Realization
- Communicate Digital & AI program delivery progress, dependencies, risks and opportunities across Client Care Transformation cross-functional team and stakeholders
- Develop materials that document product features, capabilities, etc. to educate internal and external stakeholders
- Ensure timely and on-target execution of the above program delivery working in close collaboration with Client Care Operations & Change Excellence teams, Services Digitization Product Owners, Technology teams and Technology partners
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.