Manager, Customer Operations

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

Manager, Customer Operations

Overview:
The Mastercard Cross-Border Services Global Product Operations team is looking for a Manager to drive our customer experience strategy forward, by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and professional with excellent communication skills.
Role:
• The overall goal is to ensure a good customer experience for both external customers and internal stakeholders.
• Considered subject matter expert on product, transactions, and processing, advanced level knowledge of product and processing.
• Able to quickly identify unusual or suspicious exception trends, escalate, and work to resolve.
• Handles customer escalations and complex inquiries/issues with little guidance.
• Effectively and efficiently works directly with customers, regions, and internal teams to improve customer experience and reduce exceptions.
• Ability to analyze data, interpret API payload information, and generate visual representations of the information.
• Able to consistently manage an increased workload and changing priorities.
• Trains and mentors less experienced team members.
• Trains and supports level 1 customer support agents.
• Leads by example.
• Identifies and works to implement improvements to processes and procedures.
• Conducts peer review of internal and external communications, ensuring adherence to procedure.
• Oversight and maintenance of Request for Information tool, process, and customer setup.
• Often responsible and accountable for ensuring processes and activities comply with internal and regulatory requirements.
• Contribute to support and operational models.
• Ensure customer and team readiness for product enhancements and corridor changes.
• Identify areas of improvement, take steps to implement the improvements.
• Ability to take ownership of more complex activities performed by the team.
• At times, on-call to handle more complex issues.
All About You:
• Ability to understand Cross-Border Services business with a solid understanding of the transaction processing flow and API payload information.
• Skilled at using multiple tools to assist with data analysis including Splunk, Excel, API Payload dumps, and others.
• Ability to multi-task and prioritize multiple tasks concurrently while meeting deadlines.
• Ability to identify critical and priority issues, and proactively reprioritize daily tasks as needed.
• Ability to professionally communicate both written and verbal with different functional areas and external customers.
• Self-motivated individual who works successfully, ethically, and cooperatively in a team atmosphere.

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.