Director, Case Investigations & Performance (CIE) Operations

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

This is a Management Career role that will be instrumental in providing support to the global CIE leadership team to achieve the future of CIE. As a Director within CIE, you will lead a high-performing team responsible for developing and delivering operational performance reporting and analytical insights that drive strategic workforce planning and operational excellence. You will partner closely with global CIE leadership and cross-functional stakeholders to shape the future of CIE through data-driven decision-making, resource optimization, and proactive performance management.

This role requires a strategic thinker and hands-on leader who can manage complex analytics initiatives, guide team execution, and influence senior stakeholders across the organization

Core Responsibilities

• Team Leadership & Development: Lead, mentor, and develop a team of analysts responsible for operational reporting, workforce analytics, and performance insights. Foster a culture of innovation, accountability, and continuous improvement.
• Strategic Workforce Planning: Own and evolve workforce planning strategies aligned with CIE’s future-state vision. Oversee resource planning, daily work distribution, and load leveling of case volume across global operations.
• Finance & Forecasting: Serve as a strategic liaison to identify and forecast operational needs, develop cost-benefit analyses (CBAs), and uncover opportunities to drive incremental revenue. Lead efforts to innovate, scale, and mitigate risk across the ecosystem, particularly in high-volume operational environments
• Operational Performance Reporting: Establish and manage regular reporting cadences to monitor key performance indicators, workforce metrics, and operational health. Ensure reporting is timely, accurate, and actionable.
• Advanced Analytics & Insights: Guide the team in collecting, analyzing, and interpreting complex datasets to identify emerging trends, business risks, and growth opportunities. Deliver insights that inform strategic decisions and operational adjustments.
• Data Governance & Quality: Oversee data sourcing, validation, and quality assurance processes. Resolve anomalies and implement scalable solutions to maintain high data integrity across platforms.
• Stakeholder Engagement: Collaborate with global CIE leaders and cross-functional teams to gather requirements, prioritize analytics initiatives, and ensure alignment on goals and deliverables.
• Visualization & Storytelling: Drive the creation of compelling dashboards, presentations, and visualizations that translate complex data into clear business narratives for executive audiences.
• Process Ownership & Optimization: Own and continuously improve team processes, tools, and methodologies. Ensure analytics initiatives are delivered on time and aligned with business priorities.
• Strategic Enablement: Support the development of strategic plans and business integration materials through data analytics. Influence decision-making at the leadership level with evidence-based recommendations.

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

• 12+ years of experience in workforce planning, business analytics, or strategic operations, with at least 3 years in a leadership role.
• Proven ability to lead and develop high-performing analytics teams.
• Expertise in data visualization tools (e.g., Power BI, Tableau) and analytical platforms.
• Strong business acumen and experience translating data into strategic insights.
• Excellent communication and presentation skills, including experience with executive-level reporting.
• Demonstrated ability to manage complex projects and influence cross-functional stakeholders.
• Experience with data governance, quality assurance, and enterprise systems.
• Proficient in MS Excel, PowerPoint, Word, Outlook, and project/change management tools (e.g., Jira, SharePoint, Wiki).
• Resilient, action-oriented, and comfortable navigating ambiguity in a matrixed environment.
  
  

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.