Director, Quality of Service 

Quality of Service (QoS) is a 2030 Critical Path strategic pillar for Visa Direct. The Director, Quality of Service will serve as NAVD’s single accountable leader for defining, governing, and operationalizing end‑to‑end service quality for money movement corridors. This role ensures Visa Direct delivers predictable, resilient, and transparent performance, enabling clients to consistently experience reliability and trust at scale. 

This leader will consolidate fragmented QoS responsibilities across product, network, readiness, operations, and partner teams into a unified function that accelerates corridor commercialization, improves client confidence, and directly contributes to NAVD’s growth and retention goals. 

Key Responsibilities:

• Establish and lead the end‑to‑end QoS function across NAVD, serving as the central intake and accountability point for all QoS initiatives. 
• Own QoS frameworks, standards, and governance—including service definitions, measurement methodologies, and corridor performance criteria. 
• Lead QoS assessments to ensure product and network viability, technical readiness, and compliance with latency, uptime, and resiliency expectations. 
• Partner with strategic initiative projects such as Mission Control to formalize tracking structures, ensure milestone adherence, and drive timely escalations.
• Shape NAVD’s QoS strategy in partnership with Global Product, Network, and Architecture teams. 
• Guide the design and enhancement of product and network capabilities required to meet corridor‑level service standards. 
• Influence global roadmaps to embed QoS mechanisms such as improved routing, redundancy, error‑handling, and performance optimization. 
• Publish and maintain corridor scorecards with clear latency, success rate, and error rate KPIs. 
• Operationalize alerting, monitoring, and escalation frameworks across regions and internal/external partners. 
• Drive consistent SLA adherence and work with internal operations teams to resolve issues impacting real‑time performance. 
• Lead structured feedback loops with Sellers, Account Managers and Solution leads to identify QoS‑impacting issues and improvement opportunities. 
• Partner with Sales, Solution Consultants, and CSMs to embed QoS insights in client engagements, improving pre‑sale confidence and post‑sale optimization. 
• Manage joint QoS accountability with network and ecosystem partners to maintain reliability, reduce latency, and prevent service disruptions. 
• Drive corridor activation readiness by ensuring QoS requirements are incorporated into solution design, partner onboarding, and testing. 
• Reduce “path to green” timelines through proactive identification of risks, bottlenecks, and remediation pathways. 
• Ensure regional alignment on QoS standards, reporting, and escalation processes. 

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

Basic Qualifications:
10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications:
12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
Minimum 8 years of industry experience in product management, product development, and payments processing with expertise in product and feature launches.
Leadership Experience with agile teams of product and solution managers.
Well versed with money-movement with a special emphasis and subject matter expertise in debit, credit, cross-border money movement and digital products.
Must have good knowledge of RTP, ACH processing, and card schemes with an emphasis on VisaNet and Visa Payments Limited (VPL)processing.
Knowledge of Restful APIs, ISO 8583, ISO 20222 preferred.
Experience with direct interaction with clients in terms of product and/or technical solution engagements.
Ability to handle projects with multiple workstreams, with proven leadership success over a wide variety of product business problems.
Ability to structure, manage, and coordinate complex cross-enterprise projects and processes with multiple stakeholders
Superior analytical and problem-solving skills, with demonstrated intellectual and analytical rigor.
Strong interpersonal and leadership skills to influence and build credibility as a peer.
Demonstrated ability to collaborate and influence successfully within a highly matrixed organization.
Team oriented, collaborative, and flexible, with excellent presentation skills, including strong oral and writing capabilities.

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 this position is 192,300.00 to 307,600.00 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.