Director, Customer Technical Services

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Director, Customer Technical Services

Overview
• Responsible for all aspects of operations support for existing customers, including process, business and technical consultation
• Accountable for end to end process ownership of client service requests and the coordination of teams to resolve issues within a service level contract to avoid financial penalties
• Accountable for developing and maintaining customer support guidelines, metrics, tools and practices throughout the customer life cycle
• Collects customer feedback and market intelligence and shares findings with partners in Technology, Product and Customer Delivery
• Meets with Customers and MasterCard teams to conduct inquiry reviews and to identify technology or process enhancements

Responsibilities
• Translates function strategy into team goals and objectives, operational plans, and processes
• Supports interactions with business partners and internal/external customers to help define new support strategies
• Monitors function goals, operational execution, budget, and compliance; notes areas of deviation and proposes solutions
• Formally supervises and coaches a large group/team, or several Leaders/ Consultants at all-skill levels
• Helps identify and coach top talent within own teams (includes direct reports and second-line reports)
• Oversees execution of end to end internal consultation and client service request resolution processes
• Accountable for operational support within vertical and drives cross functional (e.g., with Product and Tech) discussions to share insights on operational customer interactions, customer perspectives, and opportunities for improvement
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Experiences
• Experience acting as a people and project manager over Customer Operations by setting goals and objectives for the project, managing large, visible projects, and providing direction; identifies risks and areas for efficiency
• Success in structuring and allocating resources for various teams
• Ability to create, define, and clearly communicate business goals and strategy
• Ability to develop support model for products
• Experience collaborating with business partners and internal/external customers to envision and develop new products
• Experience communicating data-driven insights on Voice of the Customer to department heads and leaders and presenting proposed enhancements
• Experience providing strategic input to and executing customer experience strategies during times of system outages, missed service levels, and escalated service requests

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.