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

Location: US - New York, NY; hybrid position with office attendance determined by the Hiring Manager. The role requires travel 5–10% of the time and is performed in an office setting.

Salary: $156,800–$251,100 USD per year, potentially including sales incentive payments; bonus and equity may also be available.

Company

Global payments technology company delivering digital payment products and premium cardholder experiences across more than 200 countries and territories.

What you will do

• Own the product roadmap, requirements, backlog, and delivery of customer-facing capabilities across the mobile app and customer support experience.
• Define and optimize cardholder journeys covering onboarding, benefit discovery, engagement, redemption, support, and account management.
• Lead cross-functional execution with Engineering, Design, Operations, AI, and regional teams from concept through launch and iteration.
• Develop self-service, AI-powered support, and agent-assisted experiences to improve customer satisfaction and operational efficiency.
• Define and track KPIs for adoption, engagement, satisfaction, support effectiveness, and product performance.
• Use customer feedback, analytics, experimentation, and research to identify opportunities and optimize launches across multiple regions.

Requirements

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

Nice to have

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

Culture & Benefits

• Hybrid work arrangement with office days confirmed by the Hiring Manager.
• Benefits may include medical, dental, vision, 401(k), FSA/HSA, life insurance, paid time off, and a wellness program.
• Potential eligibility for bonus, equity, and sales incentive payments.
• Work hours vary according to department needs.