Product Manager, Customer Experience & Mobile App, Visa Infinite Access (VIA)

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.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Basic Qualifications

• 5+ years of Product Management experience.
• Experience delivering customer-facing digital products, mobile applications, or digital platforms.
• Strong understanding of product development lifecycle and agile delivery methodologies.
• Experience defining product requirements, roadmaps, and success metrics.
• Strong analytical, communication, and stakeholder management skills.

Preferred Qualifications

• Experience in mobile applications, fintech, payments, loyalty, travel, or premium consumer experiences.
• Experience working on customer support, service operations, conversational AI, or self-service experiences.
• Familiarity with customer journey mapping, service design, and user research methodologies.
• Experience leveraging product analytics, experimentation, and customer insights to drive decisions.
• Ability to operate effectively in a complex, global, cross-functional environment.

Ideal Candidate

A customer-centric product leader who thinks end-to-end, thrives in ambiguity, and can connect product, technology, operations, and customer support to create exceptional cardholder experiences. This person is equally comfortable defining strategy, driving execution, and using data and customer insights to continuously improve the product.

Pay and benefits

For roles located in the US, the estimated salary range for this position is $156,800.00 to $ 251,100.00 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.