Director, Global Customer Service

MasterCard O'Fallon, MO
Who is Mastercard?

We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Director, Global Customer Service

JOB DESCRIPTION

Director, Global Customer Service: Digital Service

OVERVIEW

Digital Customer Service focuses on- driving the most compelling and trusted customer experience (CX) by providing fantastic support while interacting with Mastercard customers that consume our Digital assets. Support of these products is administered by the Leadership of Global Customer Service, specifically- Digital Customer Support. The team will leverage a vast technological skill set and troubleshooting protocols that requires intellectual curiosity and a strong technology background. Digital Customer Support focuses on three driving principles: resolution management, connecting people with information, and communication- all while centered on the Customer Experience.

This position will oversee staff in the North American Market as well as provide global governance leadership for a variety of Digital products. These products include but are not limited to: Mastercard Digital Enablement, Push Payments, Master Pass, Wallet solutions & open API. The position will oversee client and product escalations as well as Voice of Customer trending analysis in order to recommend and implement various product and process improvements.

* Have you provided product support on new technology at a global scale?

* Are you wanting to be part of a global/dynamic team?

* Is working with leading edge technology exciting to you?

RESPONSIBILITIES

* Develop a support strategy so that every customer interaction is best in class.

oProvide documentation, analysis, governing processes & procedures, while incorporating quality for the team.

* Lead a team of support specialist to provide a best in class customer experience.

oIncluding career development & personal growth

* Develop and maintain strong working relationships with customers, products, business owners and support teams across all line of business at Mastercard.

* Provide Voice of Customer trends across maintained lines of business and share with the business owners and technical leads to develop process improvement strategies.

* Define key performance Indicators and hold the team accountable for obtaining them.

* Define global governance standards in the maintained support areas.

* Lead integrations and or expansion efforts for supported product lines.

* Provide monthly/quarterly support health checks to the product lines supported.

JOB SPECIFIC EXPERIENCES

* Lead the team in all management duties

oEnsure the team's success providing customer service

* Driven ability to provide detailed trending and data insights

* Formal project ideation to inception to reduce customer friction

* Relentless passion for creating and delivering a best in class customer experience

* Demonstrate the ability to lead others in a governance model without the presence of a direct reporting lines

* Proven ability to create and deilver presentations to Leadership and Executive Management

oStrong Power Point and "story telling" abilities

* Past experiences developing business cases and presenting them to a committee type concept

* Strong ability to work through the unknown to drive positive customer experiences

* A history if integration-developing and incorporating services into a common governance structure

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.