Manager (Knowledge Management)

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.

Team Summary

The Knowledge Management team at Visa plays a crucial role in enhancing the company's digital presence and improving customer engagement. Our team is responsible for the oversight of Managed Services content, including support articles, procedures, and other case-handling documentation. We work closely with various departments such as Service Experience, Product Support Engineers, Training, and other key stakeholders to ensure that our documentation and knowledge governance are of the highest quality. By leading a team of analysts, we ensure effective content management and continuous improvement in Client Care.

What a Manager, Knowledge Management does at Visa:

The Manager for Knowledge Management is responsible for oversight of Managed Services content, in the form of support articles, procedures, and other case-handling documentation. They function as the line of business expert for knowledge management and lead a team of analysts that are responsible for the end-to-end documentation lifecycle.

This role requires a strong partnership with the Service Experience team members, Product Support Engineers, Training, and other key stakeholders. Additionally, this role involves ongoing oversight of documentation and knowledge governance and team performance.

This role performs a range of knowledge management tasks that support the overall Client Care knowledge strategy, including but not limited to the following responsibilities:

• Lead, mentor, and manage a team of Knowledge Management Analysts to ensure effective content management and Client Care improvements.
  
  

• Collaborate closely with the line of business leadership to understand and analyze gaps in current knowledge and delegate tasks to team members accordingly.
  
  

• Oversee business-critical documentation, ensuring alignment with content standards inclusive of style guides and templates, for consistency and quality across knowledge.
  
  

• Partner with line of business leadership to understand and analyze the impact of product changes and feature launches on business processes and related knowledge.
  
  

• Execute the implementation of long-term knowledge management strategies in partnership with the Director of Knowledge Management and guide the team in executing these strategies.
  
  

• Collaborate with the line of business leadership to make changes to documentation and processes, as required, and ensure the team is aligned with these changes.
  
  

• Manage multiple projects and priorities effectively, ensuring timely delivery of high-quality documentation through effective team management.
  
  

• Train new and existing users of the knowledge base, including team members, to ensure they are equipped to perform their roles and provide day-to-day user support.
  
  

• Assess and implement AI solutions for content development and management, guiding the team in adopting these solutions.
  
  

• Champion continuous improvement by measuring the impact of documentation efforts through various metrics and analytics and foster a culture of continuous improvement within the team.
  
  

• Partner with Service Experience/GTM liaisons to understand product changes and feature launches sufficiently to assess the potential impact on Managed Services and direct related process and documentation changes.
  
  

• Provide ongoing communication to team members across Managed Services for process and documentation changes, ensuring all team members are informed and aligned.
  
  

Why this is important to Visa

This role is vital to Visa as it ensures that our Managed Services content is accurate, up-to-date, and easily accessible, which directly impacts our ability to provide exceptional Client Care. By maintaining high standards of documentation and knowledge governance, the Manager, Knowledge Management helps Visa deliver better products and services to our clients, ultimately enhancing customer satisfaction and loyalty. In this role, you will have the opportunity to make a significant positive impact on our business, stakeholders, and community by driving continuous improvement and innovation in knowledge management.

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

Basic Qualifications

To be successful in this role, you will need the following qualifications, skills, and experiences:

•8 years of relevant professional experience with a bachelor’s degree or 2 years

of relevant work experience with an Advanced degree (e.g.

Masters/MBA/JD/MD) or 0 years relevant work experience with a PhD.

•Exhibits strong leadership skills, including team building, coaching, and

performance management.

•Effectively delegates tasks and responsibilities to team members.

•Efficiently manages projects and time and introduces innovative ideas and

processes to make things better.

•Exhibits high standards and persists in setting and accomplishing goals.

•Takes initiative and works independently, taking ownership of outcomes.

•Uses communication skills to inspire, influence, and motivate others.

•Adapts easily to shifting priorities and challenges.

•Understands the importance of relationship management with key

stakeholders and peers.

•Strong knowledge management and content development experience.

•Experience with documentation and knowledge management tools.



Preferred Qualifications

•Specific industry backgrounds or knowledge of specific markets.

•Experience with content standards, style guides, and templates.

•Ability to analyze the impact of product changes and feature launches on

business processes and related knowledge

Projects you will be a part of:

In this role, you will be part of exciting projects that involve:

•Leading the end-to-end documentation lifecycle for Managed Services content.

•Collaborating with line of business leadership to identify and address gaps in

current knowledge.

•Implementing long-term knowledge management strategies in partnership with

the Director of Knowledge Management.

•Ensuring alignment with content standards for consistency and quality across

knowledge.

•By joining our team, you will have the opportunity to work on impactful projects

that drive continuous improvement and innovation in Knowledge Management,

making this role both challenging and rewarding.

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.