The Customer Support team is part of Mastercard’s Technology Foundations Program. CUSP is a small, flexible team. Every team member contributes to designing, building, and testing solutions to provide our customer programs with the best developer experience. There are no rigid organizational structures, and each team uses processes that work best for team members and projects.

Role:

• Break down complex problems from ideation to execution, negotiate priorities, and manage resources effectively to deliver on time and within scope.

• Oversee project planning, execution, and delivery, ensuring that all internal and external dependencies are accounted for and that blockers are swiftly resolved.

• Drive the vision for the customer support team, prioritize workstreams, and manage the end-to-end engineering delivery process, optimizing the sequencing of work for maximum efficiency.

• Collaborate across teams, managing dependencies, influencing vendors, and effectively communicating the impact of solutions to stakeholders at all levels.

• Lead cross-functional projects aimed at improving customer satisfaction, develop detailed project plans, and serve as the primary point of contact for stakeholders.

• Work closely with product managers, engineers, and designers to enhance the customer experience through data-driven insights and innovative solutions.

• Prioritize customer needs in all decisions, conduct retrospectives, and translate business requirements into technical tasks that the engineering teams can execute.

• Identify technical risks early in the project lifecycle and contribute to the overall Customer Experience strategy, ensuring alignment with broader business goals.

• Conduct meaningful retrospectives with your team(s) to recommend and implement improvements, driving efficiency and better outcomes.

• Maintain rigorous quality assurance processes, monitor performance metrics, and implement necessary improvements to meet or exceed KPIs and SLAs.

• Generate and analyze reports that highlight key performance indicators and service level agreements for various audiences, ensuring transparency and continuous improvement.

• Acquire a deep understanding of the systems involved, including functionality, architecture, dependencies, and runtime properties. This includes grasping business requirements, Mastercard customer experience, back-office systems, technical stack, data flows, and support strategies.

All About you:

• Experience in Technical Program Management, with a proven track record of leading complex, cross-functional projects.

• Experience working closely with engineering teams, along with the ability to understand and actively engage in technical issues and solutions.

• Previous experience in software engineering, development, data analysis, data management, product development, or quality assurance.

• Experience in Agile/Scrum methodologies with demonstrated experience managing multiple projects simultaneously.

• Strong analytical and problem-solving abilities, with a focus on delivering solutions that meet both technical and business needs.

• Proficiency in project management tools and software (e.g., JIRA, MS Project, Confluence).

• Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely to both technical and non-technical stakeholders.

• Strong analytical ad problem-solving abilities, with a focus on improving processes to accelerate delivery, foster innovation, reduce costs, and improve quality.