Operations Analyst

Job Description

This role will be a team member reporting to the Data Products Operations Senior Director on the Data Policy, Platforms, and Programs team to play a key role in defining and delivering operational expertise for client-facing global data products such as Visa Analytics Platform (VAP) and its related apps. They will work closely with Product Managers, Technology groups, and Client Services support functions in the design, definition, documentation and implementation of operational requirements for the VAP portal and its apps.

Essential Functions

• Client Services Management

  • Provide subject-matter expertise support to the Client Services organization managing client support for VAP and other applications.

  • Train Client Services team on new features and capabilities including admin processes and client FAQs.

  • Maintain Kaleo knowledge base of FAQs for Client Services and regional sales teams, creating and responding to questions and updating with new feature and release details.

  • Monitor, collect, and report on Client Services metrics in support of VAP and other data products.

  • Provide “voice of support/voice of customer” feedback loop to Product for enhancements, issues, and bugs.

• Process Management

  • Develop, maintain, and iterate on processes to support user onboarding, end user support, and client billing, with a strong bias towards globalization and automation.

  • Socialize processes with stakeholders to create alignment and build consensus, create documentation, and publish on internal websites (e.g. SharePoint).

  • Enable and execute on established manual processes during the iteration and automation phases until the manual processes can be retired.

• Release Management

  • Validate user experience (UI, reports, etc.) after product releases to ensure client experience is not adversely impacted.

  • Advise Product Owners and Client Services on deployment strategies to release new features and functionality to clients, including but not limited to new reports for existing clients, new UI capabilities, and new applications delivered via VAP.

  • Develop and iterate on processes to support product deployments in partnership with Product Owners, and partner with stakeholders in Client Services to execute on and improve upon existing deployment processes.

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

Relocation assistance is not provided for this role

Qualifications

Basic Qualifications
• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications
• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• 7 - 10 years combined experience in product operations and program management, with preferably 2-3 years in payment systems and/or financial services.
• Strong program management background with a demonstrated ability to develop processes and related documentation to support the ongoing health and growth of the product.
• Working knowledge of business intelligence/reporting tools such as MicroStrategy with related experience analyzing data as well as writing queries and reports.
• Comfort with Excel, Access, or other common tools used for data analysis and presentation.
• Experience managing knowledge repositories such as SharePoint, including version control, hierarchical organization, and web page updates containing images, text, and links to content.
• Experience in the day-to-day tasks of executing administrator-level functions for a client-facing UI or website.
• Aptitude for understanding, digesting and analyzing complex systems.
• Excellent communications skills, both oral and written. Must be able to communicate effectively and confidently with users, team members and management.
• Strong facilitation skills. Must be able to effectively train administrators and respond accurately and thoughtfully to highly complex questions from various personalities across organizational and geographical boundaries.
• Must be flexible and willing to undertake a wide variety of challenging tasks.
• Ability to work some flexible hours due to varying time zones across Visa’s regions.