Sr. Product Manager

About the role

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 The Sr. Product Manager is responsible for product operations and platform teams. This role identifies new business and market opportunities and creates appropriate business plans. Responsibilities include determining the market for the product, understanding marketplace requirements, and ensuring consistency of new products with the organization's image and objectives. The Sr. Product Manager functions as a central resource, interacting with systems, marketing, and sales during the product development stage, and formulates and executes long-term plans for cost and profit control. The role also promotes the use of new technologies and industry-leading trends. All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work. Job Description Proposal:

Responsibilities

• Lead and manage the India‑based Customer Journey Product Operations / Application Support team, including hiring, coaching, performance management, and career development.
• Establish and run a robust 24x7 support model (shifts, on‑call, handovers) for sales tools, ensuring adherence to defined SLAs and uptime targets.
• Serve as the primary regional point of contact for incidents, escalations, and communications related to CRM and sales tools, coordinating response across global teams.
• Partner with global product managers and business stakeholders in Sales, Marketing, Customer Success, and Operations to understand requirements and translate them into operational workflows and configuration changes.
• Own and optimize core CRM and sales processes (e.g., lead management, opportunity lifecycle, pipeline hygiene, account and territory management), driving standardization and best practices across regions.
• Oversee incident, problem, and change management for CRM and sales applications, including root‑cause analysis, preventive actions, and clear documentation.
• Monitor system performance, data quality, and user adoption; define and track KPIs/dashboards and drive initiatives to improve reliability and user satisfaction.
• Coordinate with engineering, security, and vendors on releases, integrations, and upgrades, ensuring production readiness and minimal disruption to the business.
• Maintain and continuously improve runbooks, SOPs, knowledge base articles, and training materials for the support team and business users.
• Champion governance for CRM configuration, permissions, and integrations to protect data integrity, compliance, and auditability.
• Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Requirements

• Required qualifications:
• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.
• 7+ years of experience in CRM / Sales Technology / Application Support roles, with at least 3 years leading teams or managing people.
• Hands‑on experience with enterprise CRM platforms (e.g., Salesforce, Dynamics, HubSpot or similar) and common sales tools (CPQ, forecasting, sales engagement, etc.).
• Proven track record of running or participating in 24x7 or follow‑the‑sun support models for business‑critical applications.
• Strong understanding of sales processes and go‑to‑market motions in B2B environments, including lead, opportunity, and pipeline management.
• Experience working in a global, cross‑functional environment with stakeholders in multiple time zones.
• Excellent communication, stakeholder management, and incident management skills, with the ability to influence and collaborate at all levels.
• Preferred skills:
• Experience in a SaaS or high‑growth technology company.
• Background in ITIL or similar service management frameworks; relevant certifications are a plus.
• Experience with analytics/BI tools (e.g., Power BI, Tableau) to build and maintain dashboards for operational metrics.
• Familiarity with integration platforms, ticketing systems (e.g., ServiceNow, Jira), and collaboration tools used in global operations.
• Visa is an EEO Employer

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