Director, Customer Technical Services

Director, Customer Technical Services

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.

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

All About You

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.