Job Title:

Director, Customer Technical Services

Overview:

Overview
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
• 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
• Demonstrated expertise of Mastercard's 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 initiatives

All About You
• Highly motivated, analytical with strong work ethic and ability to act with urgency and flexibility to drive results, especially in an ambiguous environment
• Demonstrated success at cultivating strategic internal and external relationships to remove process challenges and elevations, addressing potential issues before they arise
• Experience creating and delivering presentations and engaging with senior leaders; ability to influence and engage senior leaders to buy into transformational change
• Extensive experience growing and motivating a team to instill a customer-centric culture in junior level colleagues; coach members through career milestones and progression
• Proven ability to oversee and ensure documentation of meetings, decisions and processes

To find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.