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Product Manager, Customer Experience & Mobile App, Visa Infinite Access (VIA)
Visa · New York, NY · Posted 15 days ago
Own end-to-end cardholder journeys across the VIA mobile app, customer communications, and AI-powered support for premium Visa cardholders across multiple regions.
Overview Visa Infinite Access (VIA) is Visa's next-generation digital platform for premium cardholders, delivering benefit discovery, engagement, and access through a global mobile experience. We are seeking a Senior Product Manager to own and evolve key areas of the cardholder experience across the VIA mobile app, customer communications, and customer support ecosystem. This role is responsible for defining, building, and optimizing end-to-end customer experiences that help cardholders discover, access, and receive support for Visa benefits. The ideal candidate combines customer obsession, product execution, operational thinking, and data-driven decision making to deliver seamless experiences at scale. Responsibilities align closely with VIA mobile channel ownership, customer support, communications, and AI-driven servicing capabilities.
Key Responsibilities
- Own the product roadmap, requirements, and delivery of customer-facing capabilities across the VIA mobile app and customer support experience.
- Define and optimize cardholder journeys across onboarding, benefit discovery, engagement, redemption, support, and account management.
- Partner with Engineering, Design, Operations, AI, and regional teams to deliver high-quality customer experiences globally.
- Drive the evolution of self-service, AI-powered support, and agent-assisted experiences to improve customer satisfaction and operational efficiency.
- Translate customer, business, and operational needs into clear product requirements, priorities, and roadmaps.
- Manage product backlogs and lead cross-functional execution from concept through launch and iteration.
- Define and track KPIs related to customer adoption, engagement, satisfaction, support effectiveness, and product performance.
- Leverage customer feedback, analytics, experimentation, and research to identify opportunities and continuously improve the experience.
- Support market launches, operational readiness, and ongoing optimization across multiple regions.
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This role is one of 102 Product Manager openings in New York, NY and centers on Product Management, Agile, Product Requirements, and Product Roadmapping. There are 737 open roles at Visa right now.
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