Who is Mastercard?
We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Job TitleDirector, Customer Technical ServicesRESPONSIBILITIES
Leads operations across a specific product, region and/or customer base for business (B2B) and enterprise (B2E) customers that have product and service agreements with Mastercard
Develops and implements policies, procedures, support strategies and global governance standards around customer support correspondence to ensure high quality and holistic issue resolution
Leverages technical expertise and expert-level understanding of Mastercard products/services to support integrations and expansion efforts for supported product, region and/or customer base ensuring that customer 'voice' is prioritized
Ensures compliance with regulatory procedures, information security requirements and legal policies
Communicates with and supports customers to build strategic relationships and ensure customer satisfaction and retention
Defines Key Performance Indicators and oversees reporting on metrics to measure customer service performance and facilitate capacity planning
Evaluates Global Contact Center performance to identify operational inefficiencies and implements process improvement initiatives
Perform financial planning, forecasting, and budget tracking; resource and capacity planning for team
Formally supervises and coaches a large group and/or teams and ensures complianceto goal setting and performance appraisal process
Helps identify and coach top talent within own teams
JOB SPECIFIC EXPERIENCES
Demonstrated expertise of Mastercard's products/services and successful track record responding to complex technical issues to increase customer satisfaction and retention
Proven ability to maintain and deliver on service improvement expectations and agreement
Demonstrated success defining Key Performance Indicators and leveraging metrics to maintain continuous process improvement initiatives
Demonstrated success at cultivating strategic internal and external relationships to remove process challenges and elevations, addressing potential issues before they arise
Experience creating and delivering presentations and engaging with senior leaders; ability to influence and engage senior leaders to buy into transformational change
Extensive experience growing and motivating a team to instill a customer-centric culture in junior level colleagues; coaches members through career milestones and progression
Proven ability to oversee and ensure documentation of meetings, decisions and processes
Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
If you require accommodations or assistance to complete the online application process, please contact firstname.lastname@example.org and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
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