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:

Leads operations across products, 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 for Releases, Acceptance and support of Premium Clients

• Role
• Leverages technical expertise and expert-level understanding of Mastercard products/services to support integration 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 Customer Delivery & Care 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 compliance with 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
• All About You
• Highly motivated, analytical with strong work ethic and ability to act with urgency and flexibility to drive results, especially in an ambiguous environment
• 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; coach members through career milestones and progression
• Proven ability to oversee and ensure documentation of meetings, decisions and processes
  Mastercard is a merit-based, inclusive, equal 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. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com 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.

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.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more.

Pay Ranges

O'Fallon, Missouri: $128,000 - $205,000 USD