MasterCard Analyst, Product Delivery in Miami, Florida
Who is Mastercard?
We are the global technology company behind the world’s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless at https://www.priceless.com/ ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Analyst, Product Delivery
o Manage the end to end process of delivering Open Face to face trainings to customers (registrations, confirmations, logistic arrangements, invites, etc)
o Manage and attend the Mastercard Academy Inbox; respond to customer inquiries and act as the central point of contact for both customers and Mastercard representatives to ensure the timely response and resolution of day-to-day customer issues related to Academy trainings.
o Proactively work with the markets and functional areas to identify customer training needs and new courses of interest and work with subject-matter experts and/or third-party vendors to develop and deploy
o Proactively reach to both Customers and MC Account Managers to showcase the courses and increase participation.
o Manage the process to leverage CBA funds for customer training purposes.
o Work with the markets, functional areas, and customers to plan and create the yearly Course Calendar
o Work together with the subject-matter experts to collect, update, and proof-read the courses material from subject-matter experts and ensure a consistent ‘look and feel’ according to Academy branding standards. Arrange for translations as necessary.
o Coordinate the subject-matter experts agenda reservations to support the yearly calendar
o Manage the customer survey process for Open courses, and prepare management presentations with results. Share findings with trainers on a regular basis for both recognition as well as improvement areas.
o Maintain the customer base list (mailing list) updated for communication purposes, by compiling information from multiple sources.
o Maintain registration website updated with latest information
o Maintain the inventory of course materials and consistently check for updates from the trainers, keeping the latest versions available for trainers.
o Provide on-site support while Open courses are deployed, as needed.
o Support the CRM Communication Strategy for Academy
o Manage the LAC Customer Certification program (communications, awards, etc)
o Maintain the Academy database updated with all information pertinent to the courses (trainer names, dates, revenue, expenses, etc)
o Support the Mastercard Academy Subject-matter expert recognition and development programs.
o Support Academy’s pricing structure analysis on an ongoing and yearly basis
o Processes customer billing (MCBS and Invoices)
o Establish vendor agreements in every LAC market to provide on-site source support.
o Provide full administrative support to the area’s Executive, with tasks such as: agenda management, T&E support, travel arrangements, team meetings/calls, etc.
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.
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Everyone wants easier ways to pay;
we invent them.
Checkout lines are slow;
we speed them along.
Merchants want more sales;
we give them data and insights.
People need financial access;
we connect them.
Corporate purchasing is complicated;
we make it simple.
Commuters are busy;
we speed them on their way.
Governments need greater efficiencies;
we help create them.
Small businesses are virtual;
we give them access to a world of buyers.
Retailers want to fight fraud;
we provide the tools.
Requisition ID: R-104461