Manager of Customer Experience

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Manager of Customer Experience

Who is Mastercard?

At Mastercard, our industry expertise is enhanced by our commitment to being a force for good in the world and to doing well by doing good. Mastercard relies on our global workforce to help us achieve our goal of building a sustainable, inclusive global economy. The Mastercard Way encourages us, connects us with the behaviors that represent the essence of not only what we do but who we are as an organization. Cultivating an environment for all employees that respects their individual strengths, views and experiences drives a global and collaborative culture of inclusion and sense of belonging.

Overview

The Manager is expected to deliver high quality, comprehensive support to CipherTrace customers by contribute to a technical team chartered to provide support services to the CipherTrace customer base. Oversee and participate to provide subject matter expertise for the product suite in a fast paced, dynamic environment; managing daily operations by adjusting projects and initiatives, and keeping the global support queue priorities in focus, and training to ensure satisfaction with internal stakeholders, partners and end customers.

Role

Manage and facilitate satisfactory resolutions to service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively. Offer and implement creative solutions within technical support. Interface effectively with other CipherTrace departments in order to provide overall workstream effectiveness.

Manage daily operations to include metrics to develop action plans and manage to key technical support metric targets, identify trends, and forecast needs.

Prepare and present performance reviews.

Prepare and implement enhancements within the technical support function.

All About You

Excellent customer skills and dedication to customer service.

People management experience.

Excellent interpersonal, motivational, and managerial skills with a staff of at least 5+ employees. Ability to manage conflict situations constructively.

Professional communication skills, both written and verbal.

Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills.

Familiarity with Linux based OS distributions, SQL syntax, Cloud based deployments, REST based APIs.

Nice To Have

Technical Knowledge of gRPC, Cloud (AWS and/or GCP) technologies (e.g. Kubernetes, Terraform), scripting languages (e.g Python, Go)

Non-Technical knowledge of the Cryptocurrency space, DeFi, Blockchains/DLTs, Financial Regulation, CRM software (e.g. Hubspot, Service Desk), Agile methods (e.g. Kanban),In the US, 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. If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

Responsibilities

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.

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