Vice President, Service Operations & AI Management

VP, Service Operations & AI Management

The VP, Service Operations & AI Management is responsible for leading the daily performance of a global, multi-channel Client Care organization while overseeing the scaled operational use of AI across service delivery. This leader manages a hybrid workforce of human frontline teams and AI agents, ensuring safe, compliant, and value-yielding use of automation and machine intelligence.

While accountable for service levels, efficiency, quality, and frontline leadership, this position must also operate as a digital workforce orchestrator, responsible for optimizing AI behavior, tuning digital workflows, and ensuring the service environment is designed for a highly automated future.

The role will report to the SVP of Client Care.

Key Responsibilities

• Operational Leadership
• Deliver daily service performance across all channels, ensuring SLAs, quality, and customer experience targets are met.
• Oversee frontline leadership, coaching routines, staffing execution, adherence, and vendor performance.
• Lead intraday management, quality execution, and operational efficiency programs.
• Manage complex global operations across multiple sites and time zones.

• AI Operations & Governance
• Serve as the operational owner for AI within Client Care, ensuring responsible, safe, and compliant use of AI in service delivery.
• Lead and enable adoption of AI-assist tools for all Client Care teams.
• Monitor, measure, and optimize AI performance (accuracy, containment, intent recognition, assist adoption).
• Identify operational risks and ensure AI agents adhere to guardrails, privacy standards, escalation paths, and human-in-the-loop processes.
• Partner with Strategy & Planning to refine AI standards, model requirements, and governance frameworks.
• Oversee AI workforce health, including training cycles, prompt tuning, behavior audits, exception handling, and bias detection.

• Change Delivery
• Translate the enterprise roadmap into executable operational work, ensuring new policies, journeys, tools, and AI solutions are embedded seamlessly into frontline environments.
• Identify execution risks, resource requirements, and change dependencies early.
• Share insights that inform experience design, prioritization, and product roadmaps.

• Digital Workforce & Capacity Management
• Integrate AI agents into Workforce Management (WFM), forecasting, routing, and staffing models as part of a blended human + digital labor strategy.
• Manage digital agent quality, workload balancing, escalation logic, and reliability.
• Establish digital agent KPIs (e.g., accuracy, containment, compliance, efficiency) equivalent to human performance KPIs.

• People Leadership
• Lead and grow a global operations team capable of executing in a highly automated environment.
• Build new leadership capabilities including AI fluency, digital operations readiness, and continuous improvement disciplines.
• Foster a culture of customer obsession, innovation, data-driven decision making, and operational excellence.

Key Competencies

• Digital & AI Fluency: Understands AI agents, automation frameworks, model behavior, and digital service ecosystems.
• Enterprise Thinking: Designs operations with long-term scalability, risk management, and cross-functional alignment.
• Customer Experience Leadership: Uses insights, journey thinking, and experience design to elevate satisfaction and reduce effort.
• Advanced Operational Excellence: Deep knowledge of WFM, quality, performance management, and root-cause analysis.
• AI Operational Governance: Skilled in monitoring, tuning, auditing, and governing AI systems in production.
• Data-Driven Management: Uses real-time data, predictive insights, and performance analytics to manage a dynamic operation.
• People Leadership & Talent Development: Grows leaders who can operate effectively across human and AI workflows.
• Change Leadership: Leads through ambiguity, builds adoption for new capabilities, and drives cultural transformation.
• Influence & Cross-Functional Partnership: Partners with Product, Technology, Strategy & Planning, Compliance, and Finance.
• Operational Decision-Making: Makes fast, informed tradeoffs under pressure.
• Continuous Improvement Mindset: Implements scalable improvements across human and digital workflows.
• Risk & Compliance Orientation: Ensures safety, regulatory adherence, and ethical use of AI.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications • 12 or more years of work experience with a bachelor's Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/ MBA/JD/MD) or at least 8 years of work experience with a PhD • 12+ years in large-scale contact center or service operations leadership, with at least 5 years at senior/executive level. • Demonstrated experience operationalizing AI and automation at scale. • Expertise in WFM, vendor management, quality programs, and multi site operations. • Proven track record leading transformation, including automation, digital channel enablement, or AI introduction. • Experience managing global teams and third party partners. • Bachelor's degree required, Master's degree preferred (Business, Operations, Analytics, or related discipline). Work Hours: • Incumbent must make themselves available during core business hours. This role is designated as a hybrid role, requiring in-office attendance at minimum on Tuesdays, Wednesday and Thursdays and as business needs require, and working from a home office location on other days. Travel Requirements: • This position requires the incumbent to travel for work 20% of the time. 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, and reach with hands and arms. U.S. APPLICANTS ONLY: The estimated salary range for this position is 206,900 to 362,500 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.

U.S. Applicants Only

The estimated salary range for this position is $206,900.00 to $ 362,500.00 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.

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 protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.