Senior Director, Acceptance GoToMarket Services (GTMS)

About Us
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.

Job Description

Role Overview

The Senior Director, Acceptance GoToMarket Services (GTMS), is a senior, enterprisefacing leader responsible for defining, evolving, and operationalizing the global service experience for their assigned Visa's Acceptance Solutions portfolio, with a primary focus on Network Products and the Visa Acceptance Platform.

This role operates at the intersection of product strategy, platform delivery, and client outcomes. The leader will shape service experiences as a core component of Visa's value proposition, ensuring onboarding, implementation, and ongoing service are designed as scalable, modern, and businessimpactful capabilities from day one.

Reporting to the VP of Acceptance GoToMarket Services, this role partners closely with Product, Technology, Sales, and Regional Client Services leaders and is expected to operate with enterpriselevel judgment and influence in a highly matrixed global organization, executing against defined priorities and informing tradeoffs across service design, product readiness, and gotomarket execution.

This is a builder opportunity at a critical inflection point, requiring a leader who has previously designed and scaled modern, technologyfirst service organizations and is ready to apply those patterns in a complex, global acceptance ecosystem.

Key Responsibilities:

Customer Experience & Service Strategy

• Own and evolve a multiyear service experience vision for assigned Acceptance Solutions, aligned to product strategy and Visa's Integrated Service Experience Architecture.
• Design endtoend service experiences that are simple to adopt, scalable by design, and differentiated in the market.
• Represent the voice of the customer with senior Product, Technology, and Sales leaders, influencing roadmap prioritization and service readiness decisions.
• Translate client pain points, ecosystem shifts, and emerging risks into service capabilities that improve timetovalue, reliability, and client outcomes.
• Benchmark Visa's service experience for assigned Acceptance Solutions against leading B2B technology platforms and introduce bestinclass practices.

Business & Growth Enablement

• Treat service as a growth engine, designed to accelerate activation, improve reliability, and maximize the business impact of Acceptance Solutions.
• Embed a strong business mindset within the direct team and across Client Services partners, ensuring service design accelerates timetorevenue and drives sustainable product adoption.
• Partner with Sales and Product teams to improve activation, reduce friction in golive motions, and unlock incremental revenue opportunities.
• Support acceleration of SignedNotLive (SNL) deals and improve performance of LiveNotPerforming (LNP) clients through standardized operating rhythms.
• Deliver measurable service outcomes aligned to business strategy, including improvements in timetovalue, activation, adoption, reliability, and service efficiency.

Service Operating Model, Architecture & Enablement

• Design and scale components of the global service operating model for assigned Acceptance Solutions, balancing standardization with product and marketspecific needs and ensuring model is simple to implement and efficient to operate.
• Lead ecosystem activation readiness by ensuring clients, partners, processors, and internal teams are operationally and technically prepared to launch and scale Acceptance products, with clear ownership, handoffs, and fulfillment standards across the endtoend lifecycle.
• Productize onboarding, implementation, and support experiences, including APIdriven enablement, selfservice capabilities, and standardized implementation frameworks.
• Incubate and evolve onboarding and implementation strategies, including activation frameworks, servicelevel agreements, and readiness models.
• Drive a shiftleft service strategy by partnering with Product and Technology to eliminate friction through better design, documentation, tooling, and readiness, reducing the need for reactive support.

Automation, AI & Innovation

• Partner with Product and Technology teams to embed service intelligence directly into platforms, improving client experience while reducing service intensity.
• Lead the evolution toward an AIaugmented service model for assigned Acceptance Solutions that scales capacity, improves quality, and enables proactive issue detection and predictive experience management.

Regional & CrossFunctional Leadership

• Empower and support regional teams to scale assigned Acceptance Solutions effectively while maintaining global consistency.
• Drive regional execution of global service strategies in partnership with Regional Client Services, Client Care, and Specialized Sales teams.
• Use performance data and insights to monitor service health, surface risks, and drive accountability across matrixed teams.
• Ensure top global accounts receive appropriate strategic focus and support.

Building and Leading a HighPerforming Team

• Lead a team of globally distributed service and experience professionals aligned to Acceptance products and client segments.
• Operate effectively through influence in a matrixed organization, setting clear expectations and driving accountability without direct control.
• Develop team members capable of operating at enterprise scale, navigating ambiguity, and driving complex crossfunctional change.
• Foster a culture of accountability, inclusion, and continuous improvement.

This is a hybrid position based in either Foster City, CA or Austin, TX. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 12 or more years of work experience with a Bachelor's Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD

Preferred Qualifications:

• 15 or more years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• 12+ years of experience in progressive leadership roles across client services, service experience, product operations, or platform delivery in B2B or B2B2C technology environments.
• Demonstrated experience designing and scaling modern, clientcentric service models for complex products or platforms.
• Proven ability to lead through influence across global, matrixed organizations.
• Strong business and commercial acumen, with experience improving timetorevenue, adoption, and client outcomes.
• Experience in payments, fintech, or enterprise software platforms.
• Proven success driving largescale change, simplifying complex operating models, and improving service performance through automation and standardization.
• Strong people leader with a track record of building highperforming teams.
• Ability to thrive in ambiguity and operate effectively at enterprise scale.
• Ability to provide thought leadership on AIenabled and automationfirst service models.

U.S. Applicants Only

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