Senior Product Owner - Brokerage Technology Team - IFG
HumanaSalary not specified
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Fintech, PaymentsIndustries
Requirements
- Dedicated and innovative product leader mindset
- Ability to work independently and collaboratively with a proactive, learning mindset
- Functional expertise in cardholder voice experiences in on-premises and cloud IVR environments
- Knowledge of optimizing call routing and connecting voice with SMS, live chat, email, and live-agent channels
- Experience across the product lifecycle: strategy, prioritization, delivery, and measurement
- Familiarity with KPIs such as containment rate, AHT, FCR, CSAT, NPS, and transfer rate
- Ability to drive integration and optimization of mobile and web SDKs
- Collaboration skills with engineering, UX, analytics, risk, disputes, operations, sales, and marketing teams
- Availability for hybrid role with regular in-office work (preferred Denver, CO)
Responsibilities
- Craft precise business requirements and acceptance criteria for product development and enhancements, grounded in customer insights and compliance needs
- Develop and maintain the IVR product roadmap aligned to business outcomes, prioritize features using data and clear trade-off frameworks
- Become a subject-matter expert on Visa's IVR platforms (on-prem and cloud), call flows, CTI and SIP, call steering, DTMF, ASR, NLU, NLP, and agent routing strategies
- Stay current on IVR and CCaaS solutions, market trends, and user requirements to guide investment decisions and competitive positioning
- Analyze market research and partner cross-functionally (Risk, Disputes, Operations, Engineering, UX, Analytics) to define cohesive product strategy
- Manage IVR reporting, analytics, and billing, collaborate with operations to reconcile usage, costs, SLAs, and vendor performance
- Develop business cases and ROI models, identify target segments and define success metrics (e.g., containment, deflection, AHT, CSAT and NPS)
- Monitor competitor capabilities to inform differentiation and roadmap prioritization
- Build strong relationships across internal teams and with IVR and CCaaS vendors, influence decisions without direct authority
- Refine client requirements, prioritize key functionalities, and support prototype and experiment design to validate value
- Establish processes to measure pilot outcomes and iterate quickly, convert learnings into scalable releases
- Support Agile delivery for the voice platform: write epics and stories, manage backlog, drive grooming, and lead UAT and release readiness
- Collaborate with sales and marketing on launch plans, product messaging, enablement materials, and training for client-facing teams
Skills
Product Management
IVR
Omnichannel
Call Routing
Voice Experiences
SDK Integration
Mobile SDK
Web SDK
UX Design
KPIs
AHT
FCR
CSAT
NPS
Visa
Global digital payment network provider
About Visa
Visa operates a global digital payment network that facilitates electronic payments for millions of people daily. The company connects consumers, businesses, financial institutions, and governments, allowing them to make transactions using Visa cards. Each time a card is used, Visa earns money through transaction, service, and data processing fees. Unlike many competitors, Visa focuses on expanding access to financial services for underserved communities and supporting local economies. The company's goal is to promote financial inclusivity and drive sustainable commerce, ensuring that more people can participate in the global economy.
San Francisco, CaliforniaHeadquarters
1958Year Founded
$55.8MTotal Funding
ANGEL_INDIVIDUALCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Health Insurance.
Life Insurance.
Dental Insurance.
Disability Insurance.
Accidental Death & Dismemberment Insurance.
Risks
CBDCs could reduce reliance on Visa's payment network.
'Buy Now, Pay Later' services may decrease traditional credit card transactions.
Fintech startups offering zero-fee transactions could pressure Visa's revenue model.
Differentiation
Visa operates a global digital payment network connecting millions daily.
The company focuses on financial inclusivity and sustainability in its operations.
Visa collaborates with central banks on Central Bank Digital Currencies (CBDCs).
Upsides
Visa's partnership with fintechs enhances cross-border payment solutions.
Adoption of blockchain technology could revolutionize digital payments.
AI-driven fraud detection systems are reducing fraudulent activities.
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