You will act as the primary point of contact between internal teams, external partners, and service vendors—guaranteeing that our value proposition is fully realized at every touchpoint. This position reports to the Sr. Director, Consumer Products South Cone Key Responsibilities: Day-to-Day Benefits Fulfillment: Manage daily operations to ensure timely and accurate delivery of all product benefits (Concierge, Insurance, Travel, etc.), proactively resolving escalations and service gaps. Vendor Management: Lead relationships and performance oversight for all vendors providing benefits, ensuring SLAs and quality standards are consistently met. Customer Experience Ownership: Monitor and enhance consumer-facing channels—especially call centers—by developing training, establishing KPIs, and implementing best practices for white-glove service. Performance Monitoring: Track and report on fulfillment KPIs and SLAs daily, driving accountability and continuous improvement. Process Optimization: Identify and implement opportunities to streamline benefit delivery processes, ensuring operational excellence and superior client experience. Stakeholder Coordination: Serve as the central liaison between Product, Technology, Security, Client Services, issuers, and third-party vendors to guarantee seamless benefit execution. Technology & Compliance: Partner with Technology and Security teams to maintain secure, compliant platforms and implement enhancements based on business needs. Audit & Quality Assurance: Conduct vendor audits, oversee quality controls, and ensure alignment with regulatory and company standards. Client-Centric Innovation: Collect feedback, analyze data, and lead initiatives to enhance benefits and experiences, maximizing client satisfaction and loyalty. This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
Basic Qualifications: Experienced in luxury or VIP segments. 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD Preferred Qualifications: 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD 3+ years of experience in product management or lifecycle ownership roles with a focus on high net worth segments, ideally in financial services, payments, software, or fintech. Proven ability to manage daily operational workflows and ensure flawless execution of benefits for premium or luxury products. Experience managing and optimizing benefit fulfillment for affluent clients. Strong track record in vendor management and cross-functional collaboration. Excellent organizational, problem-solving, and project management skills. Data-driven mindset with attention to detail and continuous improvement. Strong communication skills, able to convey technical and business concepts clearly to diverse stakeholders. Fluency in English and Spanish required. Experience with call centers and customer support channels is a plus.
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.