Product Manager, DPS - IVR/Contact Center

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

We are seeking a dedicated, innovative product leader to own Visa's IVR and omnichannel strategy for DPS products (Risk, Debit, Credit, Disputes, and more). As the product manager for the IVR and omnichannel strategy, you will serve as the functional expert for cardholder voice experiences in on-premises and cloud IVR environment, defining business requirements, optimizing call routing, and connecting voice with SMS, live chat, email, and live-agent channels. You will engage across the product lifecycle, strategy, prioritization, delivery, and measurement, with a proactive, learning mindset and the ability to work independently and collaboratively.

This role reports to the Director, Contact Center Product Management and focuses on optimizing cardholder experiences and ensuring efficient call routing across our IVR environment, measured by KPIs such as containment rate, AHT, FCR, CSAT and NPS, and transfer rate.

In addition to IVR and omnichannel strategy, this role drives the integration and optimization of mobile and web SDKs to enhance cardholder and client experiences. You will collaborate with engineering and UX to define requirements for SDK-based solutions, ensuring seamless connectivity between voice, digital, and self-service channels, including evaluating SDK capabilities, supporting API integrations, and championing digital-first strategies across Visa's product suite.

Preferred locations: Denver, CO. This is a hybrid role requiring regular in-office work.

Responsibilities:

Craft precise business requirements and acceptance criteria for product development and enhancements, grounded in customer insights and compliance needs. Develop and maintain the IVR product roadmap aligned to business outcomes, prioritize features using data and clear trade-off frameworks. Become a subject-matter expert on Visa's IVR platforms (on-prem and cloud), call flows, CTI and SIP, call steering, DTMF, ASR, NLU, NLP, and agent routing strategies. Stay current on IVR and CCaaS solutions, market trends, and user requirements to guide investment decisions and competitive positioning. Analyze market research and partner cross-functionally (Risk, Disputes, Operations, Engineering, UX, Analytics) to define cohesive product strategy. Manage IVR reporting, analytics, and billing, collaborate with operations to reconcile usage, costs, SLAs, and vendor performance.

Product Management and Business Leadership:

Develop business cases and ROI models, identify target segments and define success metrics (e.g., containment, deflection, AHT, CSAT and NPS). Monitor competitor capabilities to inform differentiation and roadmap prioritization. Build strong relationships across internal teams and with IVR and CCaaS vendors, influence decisions without direct authority. Refine client requirements, prioritize key functionalities, and support prototype and experiment design to validate value. Establish processes to measure pilot outcomes and iterate quickly, convert learnings into scalable releases. Support Agile delivery for the voice platform: write epics and stories, manage backlog, drive grooming, and lead UAT and release readiness. Collaborate with sales and marketing on launch plans, product messaging, enablement materials, and training for client-facing teams. Assist in preparing and maintaining short- and long-term product roadmaps, with transparent timelines and dependencies.

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

Visa will accept applications for this role until at least November 30, 2025.

Sponsorship - we are not offering sponsorship for this role (including but not limited to OPT, CPT, H1B, EAD)

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelors 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 Bachelors 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
• Hands‑on experience with IVR systems in on‑premises and cloud environments, familiarity with contact center technologies and routing strategies.
• Demonstrated ability to optimize cardholder experiences through call flow design, authentication, and routing improvements.
• Experience designing, implementing, or managing SDKs for mobile or web applications, ideally in payments, financial services, or engagement platforms.
• Familiarity with API integration, digital channel optimization, and cross‑platform product development, ability to translate customer needs into SDK feature requirements.
• Experience collaborating with engineering and UX to launch SDK‑enabled features, strong documentation and governance habits.
• Understanding of digital security and compliance (e.g., PCI DSS, secure messaging, data privacy) and best practices for SDK deployment.
• Ability to work flexible hours across global time zones, occasional travel (less than 10%).
• Proven cross‑functional influence, strong written and verbal communication with diverse stakeholders.
• Experience with Agile methodologies, ability to prioritize, manage, and deliver multiple projects against aggressive schedules.
• Voice of Customer (VoC) capabilities and analytical problem‑solving to synthesize and communicate complex information effectively.
• Ability to set vision and strategy, define success metrics, and make decisions that drive product growth and operational outcomes.

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.  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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 124,300.00 to 180,050.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.