Enterprise Support, Sr. Manager
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
Pismo is seeking an Enterprise Support Manager (ESM) to leadEnterpriseSupport team for a key account.
You will be a peopleleader responsible for managing Technical Account Managers (TAMs) and Support Engineers, ensuring high-quality service delivery, strong technical engagement, anda consistentclient experience. The ESM combines technicalexpertise, operational leadership, and account management skills to ensure the teamoperateseffectively and delivers measurable outcomes.
The ESM owns the cross-client view of Enterprise Support,identifyingrecurring patterns, systemic risks that require platform-level intervention, and practices that should be standardized across accounts. Youare responsible forevolving the support model by driving improvements across documentation, metrics, governance, andpeopledevelopment.
This includes defining andmaintainingthe operating model (runbooks, RACI, playbooks), refining operational dashboards and performance metrics with stakeholders, co-owning Monthly Business Reviews with Customer Success, and leading team development through coaching, performance management, and career progression.
The ideal candidate brings strong experience in technical support, cloud or platformenvironments, and enterprise client management, with the ability to lead teams, engage senior stakeholders, and drive continuous improvement at scale.
Key Responsibilities:
Lead and develop the Enterprise Support team, managing TAMs and Support Engineers to ensure performance, accountability, and continuous growth
Own service delivery for the assigned client, ensuring consistent, high-quality execution and acting as the escalation point for complex client or operational issues
Maintain a holistic view of the account,identifyingrecurring patterns, operational gaps, and systemic risks that require platform-level improvements
Drive operational excellence, defining and enforcing processes for incident management, escalation, and service delivery
Oversee technical engagement and governance, ensuring strong TAM performance and effective execution of MBRs, QBRs, and service reporting
Define and evolve the operating model, including runbooks, RACI, playbooks, and service documentation
Manage performance metrics and dashboards, refining operational visibility with stakeholders and ensuring data-driven decision making
Lead cross-functional coordination, aligning with Engineering, Product, and Customer Success to resolve issues and improve platform performance
Ensure account health and risk visibility,maintainingawareness of technical risks, client status, and ongoing initiatives
Drive AI and automation adoption, enabling the team to build internal tools and improve efficiency through modern technologies
This is a remoteposition. A remote position does not require job dutiesbeperformed within proximity of a Visa office location. Remotepositions maybe requiredto be present at a Visa office with scheduled notice.#LI-Remote
Qualifications
Basic Qualifications:
- 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Preferred Qualifications:
- 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
- Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent practical experience)
- Proven experience in technical support, technical account management, or engineering-facing roles in cloud, SaaS, or platform environments
- Demonstrated experience leading technical teams, including performance management, coaching, and career development
- Strong background working with enterprise clients, preferably in fintech, banking, or payments environments
- Solid understanding of distributed systems, APIs, integrations, and cloud-based architectures
- Experience managing or supporting incident response, escalations, and service operations
- Experience driving operational processes, governance models, and service delivery frameworks
- Strong stakeholder management skills, with the ability to engage senior technical and business leaders
- Demonstrated ability to work across multiple teams (engineering, product, customer success) and drive alignment
- Experience leveraging automation, tooling, or AI-driven approaches to improve operational efficiency
- Key Indicators
- Service Delivery Quality - Consistent, high-quality execution of Enterprise Support services for the client
- Platform Stability & Incident Trends - Improvement in availability and reduction in incident recurrence and severity
- Technical Risk Management - Visibility, tracking, and reduction of key technical risks across the account
- Team Performance & Development - Performance, engagement, and growth of TAMs and Support Engineers
- Client Satisfaction & Trust - Strength of the relationship and feedback from client stakeholders
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.