Director, Client Care Learning & Development

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

The Director, Client Care Learning & Development leads a global learning organization responsible for enabling Client Care teams to execute strategy, adopt change, and deliver exceptional client support at scale. This role partners closely with Client Care leaders and will be responsible for  modernizing learning and performance enablement—shifting to skills-based development, and work-embedded solutions that support ongoing transformation.

• Partner with Client Care leaders to assess business priorities, performance needs, and transformation initiatives then translate those needs into scalable learning and enablement strategies aligned to business priorities.
• Influence cross-functional partners to align priorities and investment decisions.
• Lead end‑to‑end design and delivery of Client Care onboarding, upskilling, and continuous learning experiences across regions and lines of business.
• Oversee instructional design and curriculum strategy to ensure learning experiences are role‑relevant, skills‑based, and outcomes‑driven.
• Drive modernization through blended, digital, on‑demand, and AI‑enabled learning and performance support solutions.
• Ensure curricula and learning assets are modular, scalable, and responsive to product launches, process changes, and evolving client needs.
• Own execution of the Client Care learning roadmap aligned to Client Care governance, intake, and prioritization models.
• Define and track learning effectiveness metrics (e.g., readiness, proficiency, time‑to‑competence) to drive continuous improvement.
• Manage budget, vendor partnerships, and external resources to maximize efficiency and impact.
• Lead and develop a global team spanning learning delivery, instructional design, and curriculum development.
• Set clear goals, accountability, and development expectations aligned to future Client Services Learning & Development capabilities.
• Build an agile, outcome‑driven team culture focused on speed, quality, and continuous improvement.

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

Qualifications

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
• 8 years of work experience with a Bachelor's degree or At least 4 years of work experience with Advanced degree (Masters, MBA)
• Experience leading learning delivery, instructional design, or enablement teams in complex, high‑volume operational environments (e.g., Client Care, call center, service operations).
• Proven ability to partner with and influence senior business leaders through strong business acumen and executive communication.
• Deep understanding of adult learning principles, instructional design, and skills‑based curriculum development.
• Experience modernizing learning ecosystems using digital, on‑demand, and AI‑enabled learning technologies.
• Demonstrated success leading teams through ambiguity, transformation, and organizational change.
• Strong execution discipline, portfolio management skills, and financial acumen

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.