Manager, Customer Operations
il y a 6 jours
Job Title:
Manager, Customer OperationsOverview:
Overview:The Mastercard Cross-Border Services Global Product Operations team is looking for a Manager to drive our customer experience strategy forward, by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and professional with excellent communication skills.
Role:
• The overall goal is to ensure a good customer experience for both external customers and internal stakeholders.
• Considered subject matter expert on product, transactions, and processing, advanced level knowledge of product and processing.
• Able to quickly identify unusual or suspicious exception trends, escalate, and work to resolve.
• Handles customer escalations and complex inquiries/issues with little guidance.
• Effectively and efficiently works directly with customers, regions, and internal teams to improve customer experience and reduce exceptions.
• Ability to analyze data, interpret API payload information, and generate visual representations of the information.
• Able to consistently manage an increased workload and changing priorities.
• Trains and mentors less experienced team members.
• Trains and supports level 1 customer support agents.
• Leads by example.
• Identifies and works to implement improvements to processes and procedures.
• Conducts peer review of internal and external communications, ensuring adherence to procedure.
• Oversight and maintenance of Request for Information tool, process, and customer setup.
• Often responsible and accountable for ensuring processes and activities comply with internal and regulatory requirements.
• Contribute to support and operational models.
• Ensure customer and team readiness for product enhancements and corridor changes.
• Identify areas of improvement, take steps to implement the improvements.
• Ability to take ownership of more complex activities performed by the team.
• At times, on-call to handle more complex issues.
All About You:
• Ability to understand Cross-Border Services business with a solid understanding of the transaction processing flow and API payload information.
• Skilled at using multiple tools to assist with data analysis including Splunk, Excel, API Payload dumps, and others.
• Ability to multi-task and prioritize multiple tasks concurrently while meeting deadlines.
• Ability to identify critical and priority issues, and proactively reprioritize daily tasks as needed.
• Ability to professionally communicate both written and verbal with different functional areas and external customers.
• Self-motivated individual who works successfully, ethically, and cooperatively in a team atmosphere.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.
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