{"id":3792327,"url":"https://alion.io/job/visa-director-247-ai-driven-command-center","title":"Director, 24/7 AI-Driven Command Center","company":{"id":83,"name":"Visa","domain":"visa.com","url":"https://alion.io/company/visa","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":127,"ghost_share":0.008,"stale_share":0.535,"repost_share":0.039,"time_to_fill_p50_days":33,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasay, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-05T07:11:29Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-08T03:30:06Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Us\nVisa 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.\nAt 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.\nJoin Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.\nJob Description\nRole Summary:\nDirector, 24/7 AI-Driven Command Center is responsible for leading the shared-service command center that monitors workforce and service performance, identifies emerging risks, and coordinates real-time action across supported lines of business. This role is accountable for protecting service levels through timely, accurate, and increasingly AI-enabled monitoring, decision support, and workforce orchestration.\nThe Command Center combines automated monitoring with human judgment to deliver early warning, driver attribution, intraday reporting, agent callout and exception management, and coordinated response to service-level risk. The Director will establish a disciplined 24/7 operating model and partner closely with line-of-business WFM Directors, Operations, Reporting and Insights, Technology, and Tools and Governance to ensure decisions are executed quickly and consistently.\nKey areas of accountability include:\nLeading AI-driven real-time monitoring, early warning, driver attribution, and intraday reporting\nOrchestrating timely actions to protect service levels and optimize available workforce capacity\nManaging agent callout, exception handling, and escalation of material operational risks\nCoordinating intraday skilling, routing, and line-of-business performance interventions\nAdvancing automation and AI-enabled decision support while maintaining appropriate human oversight\nThe Director will collaborate regularly with senior WFM and Operations leaders to align Command Center priorities with business needs and will serve as a key escalation point during material service events. This role reports to the Sr. Director, Workforce Management.\nKey Responsibilities:\nLead a 24/7 Command Center responsible for continuous monitoring of workforce, demand, capacity, and service-level performance across supported lines of business.\nEstablish AI-driven early-warning capabilities and driver attribution that identify operational risks before service performance is materially affected.\nDeliver automated, accurate, relevant, and timely intraday reporting that supports rapid decision-making and coordinated action.\nOwn real-time orchestration and optimization, including intraday staffing decisions, SLA protection, workload balancing, and use of available workforce levers.\nCoordinate intraday skilling and routing updates with line-of-business WFM, Operations, and Technology partners.\nLead agent callout, attendance exception management, and escalation processes in accordance with defined governance and authority matrices.\nPartner with line-of-business WFM Directors to diagnose performance changes and recommend targeted interventions based on operational conditions.\nAdvance AI and automation within Command Center workflows while maintaining appropriate human review, controls, exception handling, and decision accountability.\nEstablish performance measures for alert quality, response time, action effectiveness, service-level protection, and realized capacity benefits.\nBuild and develop a high-performing global team with the operating discipline, judgment, tools, and technical capabilities required to manage a continuous operation.\nVisa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.\nQualifications\nBasic Qualifications:\n10 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 or MBA).\nExtensive experience in Workforce Management, contact center operations, command center operations, or a related discipline.\nSignificant experience with enterprise WFM systems and workforce technology, preferably including Genesys Cloud.\nDemonstrated expertise in real-time management, intraday decision-making, service-level protection, workforce optimization, and operational escalation.\nExperience leading teams in a complex, high-volume, multi-site, or continuous operating environment.\nProven ability to use data, analytics, and technology to identify performance risks and drive timely operational decisions.\nStrong leadership, communication, problem-solving, and cross-functional influence skills.\nPreferred Qualifications:\n12 or more years of experience with a Bachelor’s Degree or 10 or more years of experience with an Advanced Degree.\nExperience leading a global 24/7 workforce or operations command center supporting large contact center or client service operations.\nExperience with enterprise WFM platforms, real-time analytics, routing technologies, workforce orchestration, and performance-monitoring tools.\nExperience implementing AI, automation, predictive alerts, decision-support, or exception-management capabilities in an operational environment.\nDemonstrated ability to lead through significant service events, balance competing business priorities, and make sound decisions under time pressure.\nProven record of improving service levels, workforce utilization, response times, and operational consistency through disciplined real-time management.\nVisa is an EEO Employer\nQualified 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.","description_format":"text","description_chars":6018,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-11-05T07:11:29Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":33,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/visa-director-247-ai-driven-command-center","json_url":"https://alion.io/job/visa-director-247-ai-driven-command-center.json","meta":{"generated_at":"2026-11-08T10:33:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22735,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":83},"rest":"https://alion.io/mcp/rest/get_company?id=83"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvisa-director-247-ai-driven-command-center"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvisa-director-247-ai-driven-command-center"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvisa-director-247-ai-driven-command-center"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/visa-director-247-ai-driven-command-center\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvisa-director-247-ai-driven-command-center"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3792327}},{"tool":"search_jobs","arguments":{"company":"visa.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3792327},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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