Client Care Ops Consultant (Program Manager/Change Management)

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

We're looking for a Channel Strategy Consultant to join our Client Care Operations team. You'll develop and implement channel strategies tailored to our business needs, build strong business relationships, and lead projects to boost operational efficiency and client satisfaction.

Key Responsibilities:

• Process Optimization – Assess workflows, identify inefficiencies, and design innovative solutions to streamline operations.
• Intelligent Agent Development – Build or integrate autonomous AI agents, multi-agent systems, and automation workflows.
• Change Management – Guide teams through technology adoption with clear training, communication, and rollout plans.
• Clear Documentation & Presentation – Produce structured reports, process maps, recommendations, and technical summaries tailored to different audiences.

Project Management:

• Project Management – Participate in, Plan, manage, and execute initiatives from discovery through delivery, controlling timelines, risks, and resources.
• Technical Problem-Solving – Translate business needs into technical requirements, evaluate solution options, and troubleshoot complex systems.
• Data Literacy – Work effectively with structured and unstructured data, understanding quality and interpreting analytics to support decisions.

Collaboration:

• Stakeholder Management – Engage and align cross-functional leaders, managing expectations across teams.
• Collaboration & Facilitation – Lead workshops, gather input, and foster consensus among diverse groups.
• Executive Communication – Communicate complex ideas clearly and persuasively to senior leadership.
• Adaptability & Continuous Learning – Work effectively with evolving tools and team needs while staying responsive in dynamic environments.

Strategy:

• AI Strategy & Architecture – Understand LLMs, agent frameworks, and modern AI capabilities to guide design and implementation.
• Business Acumen – Align solutions with organizational goals, financial considerations, and competitive context.
• Creative Innovation & Ideation – Generate forward‑thinking concepts, identify automation opportunities, and propose AI-driven enhancements that supports and aligns with independent and shared organizational goals

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

Required Qualifications:

• 8 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
• 3–7 years of experience in consulting, business transformation, technology strategy, or related fields.
• Experience communicating with executives and senior managers, with the ability to frame technical insights in strategic terms.
• Hands-on exposure to AI tools, intelligent agent frameworks, or automation platforms.
• Strong analytical abilities with a structured approach to problem-solving and solution design.
• Proven track record successfully managing cross-functional initiatives.
• Experience building AI agents, orchestrating automated workflows, or deploying AI in operational environments.
• Knowledge of process mapping, operational excellence, or workflow engineering methodologies.
• Familiarity with LLMs, agent architectures, API integrations, or automation tooling.
• Background in SaaS, consulting, digital transformation, or technical product environments.
• Ability to work collaboratively across departments and geographies. This position requires the candidate to work US business hours.

Preferred Qualifications:

• Prosci Certification is preferred

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.