Director Customer Technical Services

Job Description

Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team ? one that makes better decisions, drives innovation and delivers better business results.Job TitleDirector, Customer Technical ServicesOverview? Provides service support for businesses (B2B) and enterprises (B2E) that have product and service agreements with Mastercard? Responsible for overall satisfaction and retention of these business customers through knowledge of their core business and products? Builds long-term customer relationships and ensures timely response and resolution of issuesResponsibilities? 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 teamsExperiences? Demonstrated expertise of Mastercards 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 initiativesCOVID-19 Considerations We value the safety of each member of our community because we know we?re all in this together.In many locations, which may change over time, we?ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.Corporate Security ResponsibilityAll 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.

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