About the job
At Visa, our Client Services (CS) team is at the forefront of delivering exceptional operational support and account management to clients across the globe. We empower our client-facing teams to introduce and scale innovative products, services, and initiatives that are meticulously crafted to adapt to the ever-changing needs of our clients.
Our CS team plays a pivotal role in the development and implementation of client-centric products, utilizing cutting-edge digital tools and platforms. By offering AI-driven self-service capabilities, we enable clients to effectively manage and enhance their digital experiences. These advanced solutions facilitate seamless onboarding, promote rapid product adoption, and support ongoing optimization, ensuring our clients extract the maximum value from Visa’s offerings. Furthermore, we enhance managed services, including handling disputes on behalf of our clients.
Our team collaborates closely with functional leaders within Client Services, Product, and Technology to drive enhancements and delineate the comprehensive self-service experience across Visa’s client products.
Role Overview:
The Senior Director of AI and Disputes Product Management is responsible for shaping the strategy of self-service products utilized by consumers on behalf of Visa clients. This role entails defining how our solutions empower issuers, acquirers, merchants, and processors to manage disputes efficiently through standardized, scalable, and compliant digital solutions. Additionally, the role encompasses enhancing the consumer experience for Visa’s clients. The leader will translate broad ecosystem needs and regulatory requirements into actionable product direction, emphasizing AI-driven decision-making, automation, and self-service functionalities.
This position leads the comprehensive product vision for network dispute consumer platforms operating at scale, which includes dispute intake standards, evidence orchestration, case lifecycle automation, and intelligent client interactions through chat, voice, and digital channels. Success metrics include reduced dispute friction, expedited resolution cycles, improved data quality, and consistent client experiences, all while maintaining neutrality and trust among all participants.
As a senior leader, this role collaborates with Client Services, Product, Technology, and Risk to establish guidelines, influence roadmap priorities, and promote the adoption of network capabilities. The Senior Director advocates for a customer-centric, digitally-savvy approach while ensuring that solutions are robust, adaptable, and aligned with the long-term strategy for credit card disputes and AI innovation.
Key Responsibilities:
- Develop strategic roadmaps and product requirements informed by client needs and leadership strategies.
- Oversee a team of Product Owners who translate business specifications, user stories, and acceptance criteria for both new and existing products.
- Collaborate with UX/CX teams to ensure that requirements align with design standards and effectively translate challenges into actionable solutions.

