About UsVisa 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 DescriptionJob Summary:Director, WFM Planning: Disputes is the single point of accountability for workforce planning and optimization across the Disputes organization. This role leads forecasting, capacity planning, hiring alignment, real-time workforce orchestration, and workforce optimization to ensure staffing strategies support service, productivity, and business objectives.The Director will translate demand and business plans into strategic and tactical workforce requirements, assess performance against annual operating plans and outlooks, and develop scenarios for seasonality, training, product launches, and volume changes. The role is accountable for real-time workforce orchestration through the 24/7 AI-Driven Command Center, setting direction and decision priorities to protect service levels and execute timely workforce actions.Key areas of accountability include:Leading strategic and tactical forecasting, capacity planning, and hiring alignmentManaging production headcount and BPO capacity while providing proactive consultation on non-production headcountOwning real-time workforce orchestration through the 24/7 AI-Driven Command Center, including SLA protection and intraday decision-makingLeading workforce optimization through skilling, routing, workload design, and AI-enabled orchestrationServing as the primary WFM partner and member of the Disputes leadership teamThe Director wi
