Director, Workplace Hospitality Program

Job Description Director, Workplace Hospitality Program, North America (Based in Foster City, CA) Responsibilities Lead Visa’s North America workplace hospitality and culinary programs, building a consistent culture of food and service excellence across Corporate Services and third‑party partners. Lead the North America portfolio of sites and interface with local management, Executives, executive support staff, vendor organizations, and Facility Managers. Develop hospitality programs and manage contract with the Food Service Supplier for all NA sites. Manage budget for NA culinary services and hospitality programming to deliver a best‑in‑class experience for employees and clients. Program Leadership and Standards Establish yourself as Visa’s hospitality Subject Matter Expert, set, uphold, and govern standards of excellence to ensure consistency, efficiency, and quality across all products and services. Define KPIs and service levels, monitor colleague experience metrics to ensure amenities are measured, managed, and continuously improved. Vendor and Contract Management Lead contract governance for all hospitality and culinary vendors in partnership with Corporate Accounting and Procurement, ensuring compliance with processes and procedures. Partner closely with the Food Service Supplier to ensure consistent program alignment across the NA portfolio. Communications and Activation Own the culinary and events site communications strategy, shifting from management‑speak to customer‑focused hospitality language that drives engagement. Lead an ongoing activation program, community manager function, that promotes return‑to‑office, wellness, sustainability, collaboration, and senior‑leader connection. Lead effective internal communications across sites to optimize investment and communicate program progress and milestones to leadership. Stakeholder Collaboration Build strong relationships with Site Leadership, Executives, and cross‑functional partners; provide context to Senior Leadership for decisions and actions related to culture creation and hospitality strategy. Collaborate with Global Corporate Services counterparts to align culinary design standards so space and service consistently deliver a best‑in‑class colleague experience. Equity, Inclusion, Sustainability and Wellness Ensure the food program is an equitable and consistent amenity across the US culinary portfolio, including beverage and catering services. Partner with the Supplier to integrate Visa’s Sustainability, Inclusion, and Wellness initiatives into the NA Food Program and adapt offerings for a hybrid workplace. Budgeting and Procurement Develop the annual program budget; manage planning and track all expenditures. Utilize Purchasing Requisitions and purchasing cards per established processes; oversee monthly financial and SLA reporting with vendors. Voice of the Employee and Continuous Improvement Coordinate and conduct employee focus groups and feedback loops to validate program performance on quality, service, convenience, and value. Identify opportunities to refine program, service levels, and activations to maximize colleague experience and ROI. Additional Responsibilities Provide input to capital and expense budget processes for culinary requirements and future site investments. Lead special projects and other duties as assigned to advance hospitality excellence across the NA portfolio. This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager. Qualifications Education and Professional Credentials 10 years of work experience managing Amenities Programs, Food Service, Retail, Corporate Services or related field, or 8 years of work experience with a Bachelor’s degree. Demonstrable experience of data analysis and use of data to drive change in service excellence. Demonstrable experience with communication and marketing. Demonstrable financial acumen, developing and tracking budgets. Membership to professional hospitality organization preferred. Required Functional Knowledge and Skills Experience developing and maintaining food service programs and ensuring food safety standards are upheld by vendors. Strong communication and interpersonal, verbal and written skills; business acumen, collaborative and influencing skills to navigate a matrix management structure. Ability to manage vendors and interpret vendor contracts. Decision‑making skills; gather appropriate information to develop consensus. Strong team focus, capable of working seamlessly with counterparts in other areas of the Visa organization. Strong analytical skills with ability to determine meaningful data and develop insights to influence stakeholders. Strong customer service and personal interaction skills. Strong communication and presentation skills; ability to clearly communicate complex concepts and create supporting PowerPoint slides. Strong computer skills with working knowledge of Microsoft Teams products and project management tools. Collaborate with Sourcing to write contracts, ensuring services are performed at the contracted time, term and conditions; enforce service levels. Consult with Business Leaders on outstanding issues and handle according to developed plan. Onboard, coordinate, administer, and manage multiple vendors, contractors and related programs; maintain contractual agreements. Interface with Site Leads, Executives, senior management and office personnel. Additional Information Work Hours: Varies upon the needs of the department. This is an on‑site position. 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 $188,400.00 to $301,500 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. #J-18808-Ljbffr