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MasterCard Specialist, Product Operations in Mexico City, Mexico

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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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

Specialist, Product Operations

Job Title:

Specialist, Product Management

Reports to:

Manager, Product Manager

General Purpose: The Program Manager is responsible for ensuring client satisfaction throughout the execution of assigned programs or accounts; shepherds the program lifecycle through proactive client management, and ongoing support providing subject matter expertise but no line management to a cross-functional team to deliver Cardholder Solutions Loyalty & Rewards services. This position directly impacts the business of the market/country and the region by maintaining customer retention and volume. The requirements for the person in this role tend to be more specific as it relates mostly to the Mastercard Rewards System Platform and somewhat less of a traditional project manager. Communications skills are also critical in this role because the process of gathering requirements, designing and evangelizing new features and then driving them through the development process requires much cross-group and cross-functional communications.

Major Responsibilities: Program Management

• Serves as Life Cycle Value Stream Manager for assigned accounts and programs, responsible for the total life cycle value stream of Loyalty & Rewards services.

• Acts as the designated client contact and overarching leader for program activities, with the ability to lead program review sessions with customers and manage cost, schedule and technical performance.

• Assist in the interaction with CS Operations and third party vendors regarding adherence to statements of work and cost, schedule, and Service Level Agreements (SLAs).

• Coordinates and facilitates cross-functional meetings and engages other groups as needed for project planning and ongoing execution.

• Obtains and provides information both internally and externally where significant tact and diplomacy is required to avoid conflict.

• Performs analysis and develops program recommendations which lead to portfolio lift/growth as well as incremental revenue for MasterCard. Applies deep knowledge of loyalty in customer retention and business growth. Analyzes complex issues and works to significantly improve, change or adapt existing methods or techniques.

• Identifies program problems and define/implement solutions, such as allocation of resources or program design. Conceptualizes and creates solutions to improve day-to-day activities.

Product Account Support & Deployment

• Provides support to Cardholder Solutions Product Deployment Manager to pull together business requirements and high level design for Loyalty & Rewards programs.

• Assists Expert Sales with specific customer/ product requirements and need for customizations. When necessary will be included in customer discussions to determine these requirements.

• Assists Cardholder Solutions Product Deployment managers and Expert Sales to develop customized business case and deployment strategies for both Mastercard and clients regarding Cardholder Solutions products and services..

• Ensures the Customer Delivery process of customer product/program implementation and launches is executed and in place.

• Participates as a key player in cross-functional teams during project Kick-Off, project execution / delivery, and project launch.

• Oversees and follows the overall implementation project to ensure that product delivered to customers is exactly what was sold.

• Holds self accountable for meeting key metrics such as revenue, net income, recurring business, and delivery excellence.

Key Interdependencies

• Work with Issuers, CS Teams, Member Relations, and other Mastercard teams to identify customer needs and options for meeting those needs; then work with different areas to scope, define and execute solutions.

• Maintain close relationship with operational teams

Education

Experience/Knowledge: • Bachelor's degree required

• 1+ years of similar or related work experience within payments and understanding/passion for loyalty/rewards services.

• Listening and gathering customer/user inputs, simplifying complex topics for non-technical audiences and preparing quick pointed summaries for executives and stakeholders.

• Preparing complex technical reports are also most likely to be part of the program manager’s job.

Functional Skills Required:

• Exceptional communications skills. Must be able to communicate orally and in writing - across functions and teams, up and down the chain of command internally and externally.

• Outstanding organizational skills and attention to detail.

• Negotiation skills, dealing with conflict and hard to get along with people can be important.

• Skills in project management, planning and organizing are also very important.

• Must display good leadership skills and resilience.

• Should also have good organization, presentation, customer service, and retention skills.

• Flexible and adaptable; able to manage shifting priorities as project or program evolve.

• Must be a Team player able to work effectively at all levels of the client’s organization with the ability to influence others to move toward consensus. Must be highly reliable, trustworthy, honest, and commitment oriented.

COVID-19 Considerations

We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.

Corporate Security Responsibility

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.

Requisition ID: R-160831

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