Sr. Manager, Data & Insights - Service Level Management Team

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

We are seeking a highly skilled Sr. Consultant to join our Service Level Management Team. In this pivotal role, you will lead efforts to assess, monitor, and enhance service level agreements (SLAs), ensuring the highest standards of service delivery and compliance with client contractual obligations. The ideal candidate will bring a strong background in technology-driven environments, outstanding analytical capabilities, and proven leadership in cross-functional collaboration.

Key Responsibilities:

• Serve as the primary point of contact for all matters related to SLA management, reporting, and compliance.
• Lead and mentor a team of consultants and analysts, providing expert guidance on complex and non-standard SLA requests and product enhancements.
• Develop, implement, and manage comprehensive product and service improvement plans based on data-driven insights and stakeholder feedback.
• Conduct in-depth SLA re-assessments, risk analyses, and regular audits to ensure ongoing compliance, efficiency, and continuous improvement.
• Oversee the preparation and delivery of detailed product/SLA level reporting, presenting actionable insights to both technical and non-technical stakeholders.
• Maintain strong, collaborative relationships with Product, Technology, and Operations teams to ensure seamless alignment and execution of improvement initiatives.
• Proactively identify areas for service enhancement, process optimization, and risk mitigation, driving the adoption of best practices across the organization.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor’s Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Proven experience in service level management, SLA reporting, or a similar role within a technology-driven environment.
• Strong analytical and problem-solving skills, with demonstrated expertise in SLA assessment, data analysis, and reporting.
• Exceptional communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Experience managing multiple projects and priorities with a keen attention to detail and accuracy.

Key Relationships:

• Work closely with Product and Technology teams to align requirements, priorities, and execution of product improvement plans and SLA re-assessments.
• Liaise with Operations, Service Delivery, and Risk teams to ensure end-to-end service excellence and compliance.
• Act as a trusted advisor to senior leadership, sharing insights and recommendations to drive strategic and operational decisions.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 130,800.00 to 189,550.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.