Senior Manager Client Care

About the role

Visa is seeking a Senior Manager, Client Care to lead a high‑performing team of Client Care Managers. You will be responsible for driving world‑class service, employee engagement and data‑driven decision making to enhance both customer and teammate experiences.

Key responsibilities

• Monitor and coach team performance to meet service‑level and efficiency metrics.
• Champion a customer‑centric and employee‑focused culture, emphasizing issue resolution.
• Facilitate career development through regular evaluations, feedback and mentorship.
• Develop Team Leads, assess staff effectiveness and manage annual performance reviews.
• Partner with workforce planning to ensure 24/7 coverage and appropriate staffing.
• Lead hiring, onboarding, training and continuous development initiatives.
• Set and track monthly, quarterly and annual call‑center goals and action plans.
• Drive cross‑functional process‑improvement projects without compromising quality.
• Participate in customer‑experience calibration sessions and team meetings.

Required profile

• Proven experience leading client‑care or contact‑center teams.
• Strong coaching, employee‑engagement and performance‑management skills.
• Data‑driven mindset with ability to interpret metrics for problem solving.
• Digital fluency and comfort using emerging AI tools.
• Excellent communication and collaboration across functions.

Required skills

• ChatGPT
• Microsoft Copilot

What we offer

• Opportunity to impact a global payments network.
• Collaborative, inclusive culture aligned with Visa’s values.
• Professional growth and leadership development.