Manager, Customer Technical Services

Our Purpose
We 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 Title
Manager, Customer Technical Services
Overview
* Provides service support for businesses (B2B) 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 issues

Responsibilities
* Elevates customer experience by managing day-to-day customer support services across all service support programs for customers and strategic partners that have product and service agreements with Mastercard
* Contributes to the development and maintenance of customer relationships to ensure satisfaction and retention of current customers
* Partners with business partners to manage internal development and implementation of any new product or enhancement ensuring that customer 'voice' is taken into account
* Leverages technical expertise and high level understanding of Mastercard products/services to guide teams on resolution efforts
* Addresses and resolves complex customer issues escalated to customer service team
* Drives team performance to deliver against established Key Performance Indicators and reduce inefficiencies in customer service delivery
* Assists with process improvement efforts and initiatives associated with optimization of resources and customer service delivery
* May perform financial analysis, planning, forecasting, and budget tracking
* Manages a team, conducts goal setting and performance appraisal processes, mentors and coaches team members

Experiences
* Demonstrated success in leading day-to-day customer support operations and activities
* Demonstrated success eliminating inefficiencies and driving team performance against established Key Performance Indicators
* Experience implementing new products or product enhancements with the Voice of the Customer as a priority
COVID-‎19 Considerations
In many locations, we've implemented a virtual hiring process and continue to
interview candidates by video or phone. In addition, in our NYC offices, as
required by law, only individuals who have been fully vaccinated against
COVID-‎19 will be permitted inside Mastercard offices unless a reasonable
accommodation has been approved in advance.
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.