Director, Customer Journey Activation Product Manager

Description

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.

Visa’s Customer Journey Business Product team is a cross-functional organization responsible for driving product strategy and execution across the end-to-end customer journey from demand generation through sales, implementation, servicing, and growth. Our team operates as a true enterprise product organization, partnering closely with Sales, Customer Success, Implementation, Operations, Finance, Support, and Technology to design and scale capabilities that work consistently across Visa. Product leaders on this team own outcomes across the lifecycle, not just individual tools, and play a critical role in shaping how work scales across regions, value streams, and customer motions.

We are seeking a Director, Implementation & Activation Product Management to lead the product strategy for the post-sales customer experience, with a focus on implementation, onboarding, activation, and transition to ongoing customer success. This role will serve as the connective point between the seller and Customer Success teams, bringing together the systems, workflows, data, and governance needed to create a more seamless and connected post-sales journey. The leader in this role will be critical to driving revenue outcomes by improving time-to-value, activation, adoption, implementation efficiency, and visibility into post-sale performance.

Responsibilities

• Own the product vision, strategy, and roadmap for the Implementation / Activation value stream across the sales to post-sales customer journey.
• Design and scale a connected implementation and activation experience from deal through onboarding, go-live, early usage, and handoff to Customer Success.
• Bridge Sales, CS, Implementation, Finance, and Technology teams to align process, roles, systems, and customer milestones.
• Define the business architecture and workflow model that connects seller commitments, implementation readiness, customer onboarding steps, activation milestones, and ongoing success management.
• Drive platform and process improvements across CRM, onboarding, implementation, workflow, case management, customer communications, and reporting tools to reduce friction in the post-sale journey.
• Partner operations and customer-facing leaders to ensure implementation and activation motions support revenue targets, forecast accuracy, customer retention, and expansion readiness.
• Establish and monitor OKRs such as implementation cycle time, time-to-value, activation rate, onboarding completion, feature adoption, customer satisfaction, and post-sale revenue realization.
• Translate customer, seller, and operational pain points into prioritized product requirements, business cases, and delivery plans.
• Lead cross-functional governance for post-sales process standardization, while balancing enterprise consistency with regional and segment needs.
• Drive change management, field enablement, and adoption for new implementation and activation capabilities, workflows, and operating models.
• Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Requirements

• Basic Qualifications:
• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD
• Preferred Qualifications:
• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• 8+ years of experience in product management, revenue operations, customer success operations, implementation, or related enterprise workflow roles.
• Proven experience working across post-sales journeys, including onboarding, implementation, activation, customer handoff, or service delivery.
• Experience building or scaling operational processes and product capabilities that improve time-to-value, adoption, and customer outcomes.
• Strong understanding of how post-sales execution connects to revenue realization, retention, and long-term customer growth.
• Demonstrated ability to influence cross-functional stakeholders across Sales, Customer Success, Operations, Support, Finance, and Technology.
• Experience with enterprise platforms such as CRM, workflow, case management, customer success, implementation, or analytics tools.
• Key Skills:
• Strong strategic thinking with the ability to connect customer experience, operating processes, and revenue outcomes.
• Deep understanding of implementation, onboarding, activation, and customer transition workflows.
• Strong analytical and operational skills, with the ability to turn data into actions and investment priorities.
• Product leadership mindset with experience defining roadmaps, prioritizing across stakeholders, and driving adoption at scale.
• Excellent executive communication and stakeholder management skills in complex, matrixed environments.
• Information for US Applicants
• For roles located in the US, the estimated salary range for this position is $174,400.00 to $ 279,100.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
• Work Hours
• Varies upon the needs of the department.
• Travel Requirements
• This position requires travel 5-10% of the time.
• Mental/Physical Requirements
• This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
• Visa is an EEO Employer