Perform all duties associated with managing Lean, Agile and Client Experience transformation programs
Analyze customer and client surveys as well as team member feedback to drive efficiencies in processes and improvements in client experiences
Connect with key stakeholders, understanding their drivers and stressors, ensuring the programs improve internal as well as external performance
Work with the Business Owner to understand priorities, risks and timelines and establish and manage the plan to achieve program milestones
Drive the establishment of documented processes and procedures within an easily accessible Knowledge Management framework utilizing formal change management
Foster team cohesion and morale, constantly acknowledging other's contributions and celebrating team wins
Continuously strive to be the best through retrospectives and continuous improvement
Manage projects to achieve OKR objectives
About You:
You have passion and ownership for everything you do. You act on behalf of the whole company, as if it were your own, and never say that's not my job.
You are an expert in Maximizing the amount of worknotdone, you enjoy simplifying workflows, eliminating waste and minimizing re-work.
You are extremely curious, and dive deep into the data to understand the customer journey and the team member pain points, before ever recommending a solution.
You feel proud of yourself for getting things done quickly. You have a sense of urgency and a bias for action. You understand that the fastest way to get things done is to utilize a structured, documented, and unambiguous approach, often relying on proven frameworks and published standards to kickstart initiatives.
You are an excellent and direct communicator. You listen attentively, speak candidly and treat others respectfully. You are a thought leader and are bold in your approach to bring forth fresh ideas and innovative solutions. You have excellent writing skills and understand that taking notes and documenting details is a leadership skill that enables alignment and sets team direction.
You are a motivated self-starter with the ability to work independently while driving projects and programs with cross-divisional teams to achieve desired outcomes, effectively prioritize and multi-task under tight deadlines
You love people, whether they are our team members or our clients, and you are passionate about making their lives better every day.
This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.
10+ years-experience as project/program manager, delivering complex process improvements and global strategic initiatives for large corporations or within the military. Ideal candidate will have deep knowledge and experience with project planning, execution, go-to-market activities, and managing cross-functional, global project teams.
PMI PMP, Lean Six Sigma, Prosci and/or Disciplined Agile Certification
3+ years of experience utilizing Root Cause Analysis, Process Re-Engineering, DMAIC methods, orother structured methods to bring about significant organizational performance improvements on a global scale.
Expertise in process re-engineering, Lean Six Sigma methods, Capability Maturity Models, and / or formal Change Management frameworks
Experience with Knowledge Management systems and methodologies and KM governance
Understanding of Contact Center metrics, drivers and levers, Genesys IWS, Chat, Telephony, IVR and associated routing, queue functionality and reporting a plus
