Product Support & Operations at MasterCard

This position will maintain all operational aspects of the platform. This includes working with external customers, internal stakeholders and providers.

This position reports directly to the VP, Solution Engineering and is based in New York.
Are you passionate about transforming lives at the Base of the Pyramid consumers?
Have you manage a multi-tenant service delivery platform, in emerging markets, across multiple geographies and cultures?
Can you bring structure and rigor to a fast-moving environment beyond Mastercard’s core business?

Role

The Director, Platform Support & Operations for Humanitarian & Development responsibilities are:

• Manage product, platform, and client issues through resolution in a timely manner while communicating the status of the concern to all key parties, including products, sales, market teams, clients, and service providers/vendors.
• Serve as an escalation point for customer issues, concerns and requests for operational enhancements.
• Track platform and vendors SLAs and Operational KPIs to ensure platform goals are met.
• Responsible for platform/vendor capacity planning.
• Identify and communicate risks proactively that can prevent incidents for all lines of business.
• Develops plans to ensure business continuity, to improve quality of services being delivered and to ensure support teams has proper tools and access to facilitate and expedite the identification, analysis and resolution of operational/technical issues.
• Researches new methodologies to improve Business Operations.
• Manage customer billing and devices procurement (i.e. tablet, smartcard cards, etc.)
• Coordinate production releases and platform migrations efforts.
• Support market and customer onboarding.
• Partner with cross-functional partners to identify and implement process enhancements to drive efficiency and cost-effectiveness of the implementation and operations processes.
• Coaches junior level employees on Business Operations best practices.
• Collaborate with compliance, information security and data privacy teams to ensure compliance with regulatory and audit requirements.
• Responsible for training and coordination of second-tier customer support resources

Experiences

• Experience in application development lifecycles and how it integrates with operations.
• Successful track record in supporting applications in a production environment.
• Proficiency in working across development, operations, and product teams to prioritize needs and to build relationships.
• Comfortable in dealing with difficult and high pressure situations and making decisions with a sense of urgency.
• Experiencing in leading, coaching and mentoring junior level associates.

All About You

• Passionate about transforming lives at the Base of the Pyramid consumers, with an ability to uncover needs and design features to serve this unique segment
• Proven experience managing and scaling platform deployments in emerging markets
• Solid experience in a customer facing role, in developing and fostering customer relationships who regard you as a trusted partner
• Demonstrated ability to work within and across geographic boundaries within a matrix environment, comfortable with fast and fluid environments, good team player and manager
• Ability to function under pressure in an independent environment
• Solid track record of effectively managing people and/or acting as a technical lead
• Excellent interpersonal and problem solving skills
• Excellent written and verbal communication skills
• Bachelors in analytical/technological disciplines