MasterCard
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To be considered for an interview, please make sure your application is full in line with the job specs as found below. Director, Customer Technical Services Apply locations: O'Fallon, Missouri | Time type: Full time | Posted on: Posted 8 Days Ago | Time left to apply: End Date: October 31, 2025 (30+ days left to apply) | Job requisition id: R-253057 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 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. Performs financial planning, forecasting, and budget tracking; resource and capacity planning for the team. Supervises and coaches a large group and/or teams, ensuring compliance with goal setting and performance appraisal processes. Helps identify and coach top talent within teams. Job Specific Experiences Demonstrated expertise in Mastercard's products/services and a 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 agreements. Experience defining Key Performance Indicators and leveraging metrics for continuous process improvement. All About You Highly motivated, analytical, with a strong work ethic and ability to act with urgency and flexibility to drive results, especially in ambiguous environments. Experience cultivating strategic internal and external relationships to remove process challenges and address issues proactively. Skilled in creating and delivering presentations and engaging with senior leaders; ability to influence and lead transformational change. Extensive experience in growing and motivating teams to instill a customer-centric culture; coaching for career development. Proven ability to oversee documentation of meetings, decisions, and processes. Mastercard is an inclusive, merit-based employer that considers applicants regardless of gender, gender identity, sexual orientation, race, ethnicity, disability, veteran status, or other protected characteristics. For accommodations during the application process, contact reasonable_accommodation@mastercard.com. Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks involve inherent risks. Employees must: Abide by security policies and practices; Ensure confidentiality and integrity of accessed information; Report suspected security violations; Complete mandatory security trainings. In line with Mastercard’s compensation philosophy, the role in the US offers a competitive base salary, with potential bonuses or commissions. Benefits include health insurance, paid leave, 401k, tuition reimbursement, and more. Pay Ranges O'Fallon, Missouri: $128,000 - $205,000 USD About Us Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. We help create them. Small businesses are virtual; we give them access to a world of buyers.
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To be considered for an interview, please make sure your application is full in line with the job specs as found below. Director, Customer Technical Services Apply locations: O'Fallon, Missouri | Time type: Full time | Posted on: Posted 8 Days Ago | Time left to apply: End Date: October 31, 2025 (30+ days left to apply) | Job requisition id: R-253057 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 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. Performs financial planning, forecasting, and budget tracking; resource and capacity planning for the team. Supervises and coaches a large group and/or teams, ensuring compliance with goal setting and performance appraisal processes. Helps identify and coach top talent within teams. Job Specific Experiences Demonstrated expertise in Mastercard's products/services and a 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 agreements. Experience defining Key Performance Indicators and leveraging metrics for continuous process improvement. All About You Highly motivated, analytical, with a strong work ethic and ability to act with urgency and flexibility to drive results, especially in ambiguous environments. Experience cultivating strategic internal and external relationships to remove process challenges and address issues proactively. Skilled in creating and delivering presentations and engaging with senior leaders; ability to influence and lead transformational change. Extensive experience in growing and motivating teams to instill a customer-centric culture; coaching for career development. Proven ability to oversee documentation of meetings, decisions, and processes. Mastercard is an inclusive, merit-based employer that considers applicants regardless of gender, gender identity, sexual orientation, race, ethnicity, disability, veteran status, or other protected characteristics. For accommodations during the application process, contact reasonable_accommodation@mastercard.com. Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks involve inherent risks. Employees must: Abide by security policies and practices; Ensure confidentiality and integrity of accessed information; Report suspected security violations; Complete mandatory security trainings. In line with Mastercard’s compensation philosophy, the role in the US offers a competitive base salary, with potential bonuses or commissions. Benefits include health insurance, paid leave, 401k, tuition reimbursement, and more. Pay Ranges O'Fallon, Missouri: $128,000 - $205,000 USD About Us Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. We help create them. Small businesses are virtual; we give them access to a world of buyers.
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