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 - Product Operations

Overview:
The Manager, Product Operations Client and Product Support, will be responsible for ensuring that all customer inquiries the Advisors Client and Product Support/CAPS Team receives are answered fully in a professional, timely manner that helps drive satisfaction and loyalty with MasterCard, Services and the products we support. These products include a wide range of Information Services products and services like Mastercard Intelligence Center, Mastercard Business Intelligence, Location Services, Merchant Identifier, Local Market Intelligence and the Global Collections Only program and the product suite is ever expanding. We support over 10,000 internal and external users of these tools from all regions and have aggressive Service Level Agreement/SLA targets to meet or exceed. We have strong relationships with other customer service organizations throughout MasterCard and greatly value teamwork and collaboration. The focus of this position will be on supporting Billing Operations and the Customer Success organization as well as inquiry management. If you’re interested in driving engagement, satisfaction and loyalty in a fast-paced and ever changing environment then we’d love to have you as part of the CAPS Team.

Role
•\tEnsure that problems of varying complexity are resolved to the customer’s satisfaction which may include interfacing with appropriate support/development personnel to achieve problem resolution, especially around Billing and Customer Success support.
•\tDevelop framework and tactics to increase usage among active users and drive usage reactivation efforts.
•\tConduct training sessions and record webinars to drive engagement and usage in the region.
•\tFind creative solutions to problems and work with others to prioritize and implement them according to MasterCard and customer business needs
•\tProvide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution. Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications.
•\tProvide product support, to become a subject matter expert in a range of MasterCard products and solutions, and work with customers to resolve any issues tied to supported products.

All About You
•\tStrong problem solving skills with the ability to analyze a situation by breaking down into its components and applying a detailed approach with different levels of solutions based on the situation.
•\tSome product and/or account management experience (Financial Institutions a plus)
•\tAbility to develop and conduct engagement and training sessions across multiple products, clients and geographies with a consultative flair
•\tPrevious experience in working in a cross functional environment where influence management is required
•\tMulti- lingual (English, Spanish and Portuguese) a plus
•\tBachelor’s degree or equivalent combination of education and experience.
•\tStrong knowledge of payments/card industry preferred.
•\tPossess excellent interpersonal skills and written and verbal communication skills along with superior customer service skills.
•\tStrong PC skills that include Word, PowerPoint, Excel, and Access.
•\tServe as focal point for customer issues, concerns and requests for enhancements.
•\tCapture detailed and accurate information about issues, concerns and enhancements.
•\tWork with global customers to complete service inquiries about MasterCard core applications and products.
•\tCollaborate with others in support of products, processes and problem resolution.
•\tDemonstrate the ability to negotiate, resolve and present to internal/external customers.
•\tSimulate or recreate user issues to resolve operating difficulties.
•\tAbility to interact with customers as well as MasterCard management to articulate key performance indicators and action plans.
•\tGood relationship management skills with regards to internal and external stakeholders and team members.
•\tHave some experience working in organizations with multiple levels, functions and regions.
•\tAble to communicate complex technical and business information in a clear and easy to understand manner both verbally and in writing.
•\tExperienced in a customer service role or Technical Service Desk
•\tProven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required
•\tProven ability and excellent track record in meeting and exceeding customer specific SLA's coupled with solid problem solving skills
•\tAbility to work in a complex and changing environment that requires both flexibility and creativity to succeed.
•\tMust demonstrate effective leadership, negotiation and problem resolution skills.

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.