Senior Manager, Enterprise Support

🕒 June 27

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Visa

WebsiteLinkedInAll Job Openings

10,000+ employees

💳 Fintech

💸 Finance

🏦 Banking

💰 Post IPO equity on 2016-10

Fintech • Finance • Banking

Visa is a global payments technology company that connects consumers, merchants, financial institutions and governments to enable electronic payments and commerce. It operates a worldwide card network for credit, debit and prepaid payments and provides payment processing, security and fraud-mitigation services, data analytics and value-added products for both consumers and businesses. Visa invests in next-generation payment solutions (including AI-driven commerce), supports financial inclusion initiatives through the Visa Foundation, and offers consumer card benefits and merchant services.

📋 Description

• Lead and develop the Enterprise Support team, managing TAMs and Support Engineers to ensure performance, accountability, and continuous growth • Own service delivery for the assigned client, ensuring consistent, high-quality execution and acting as the escalation point for complex client or operational issues • Maintain a holistic view of the account, identifying recurring patterns, operational gaps, and systemic risks that require platform-level improvements • Drive operational excellence, defining and enforcing processes for incident management, escalation, and service delivery • Oversee technical engagement and governance, ensuring strong TAM performance and effective execution of MBRs, QBRs, and service reporting • Define and evolve the operating model, including runbooks, RACI, playbooks, and service documentation • Manage performance metrics and dashboards, refining operational visibility with stakeholders and ensuring data-driven decision making • Lead cross-functional coordination, aligning with Engineering, Product, and Customer Success to resolve issues and improve platform performance • Ensure account health and risk visibility, maintaining awareness of technical risks, client status, and ongoing initiatives • Drive AI and automation adoption, enabling the team to build internal tools and improve efficiency through modern technologies

🎯 Requirements

• 8 or more years of relevant work experience with a Bachelor 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 • 9 or more years of relevant work experience with a Bachelor 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 • Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience) • Proven experience in technical support, technical account management, or engineering-facing roles in cloud, SaaS, or platform environments • Demonstrated experience leading technical teams, including performance management, coaching, and career development • Strong background working with enterprise clients, preferably in fintech, banking, or payments environments • Solid understanding of distributed systems, APIs, integrations, and cloud-based architectures • Experience managing or supporting incident response, escalations, and service operations • Experience driving operational processes, governance models, and service delivery frameworks • Strong stakeholder management skills, with the ability to engage senior technical and business leaders • Demonstrated ability to work across multiple teams (engineering, product, customer success) and drive alignment • Experience leveraging automation, tooling, or AI-driven approaches to improve operational efficiency

🏖️ Benefits

• Remote work options