Mastercard Jobs

Job Information

MasterCard Director, Software Engineering – Global Customer Care (U.S. Remote) in New York

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

Director, Software Engineering – Global Customer Care (U.S. Remote)

Job Overview:

Mastercard Global Customer Care (GCC) is the B2B and B2C customer support apparatus. We are an innovative and ambitious solutions team focusing on delivering memorable customer experiences through self-service & automated solutions across multiple channels. We follow the best software development and Agile practices to deliver successfully, again and again, for our internal and external customers.

General Description

You’ll drive the development and execution of the technical roadmap of several products supporting Mastercard’s Global Customer Care (GCC) organization, specifically focusing on IVR & CRM solutions. Together, you and your partners in Global Customer Care serve as the customer lifeline to the Mastercard organization.

Major Accountabilities

• Manage on-time, high quality delivery of new feature requests, infrastructure improvements, production defect resolution, and other technology opportunities.

• Partner with Product Management, Business Stake holders, TPM’s & Customer Experience & Engagement teams to drive delivery of prioritized features in an iterative fashion.

• Migrate on-prem applications to SaaS solutions(Amazon Connect, Service Cloud & Verint)

• Review and approve the development or revision of development processes and procedures.

• Recommend strategic direction and policy changes.

• Guide developers and requestors to identify scope of project.

• Ensure approved staffing levels are maintained, departmental and staff education, training and cross training needs are met.

• Ensure staff has skills and behaviors to perform tasks fully through effective communication of goals, objectives, performance and as necessary improvement plans.

Required Skills / Knowledge / Experience

• Strong Experience in Application development lifecycle and management with a proven track record of executing software development projects in a multi-location setup.

• Ability to synthesize feedback from multiple areas (usability testing, customer feedback, metrics, etc.) to drive continual improvement.

• Proven experience with improving agile practice, CI/CD pipeline automation, and other techniques to improve team velocity.

• Previous background in IVR (Concentrix , Amazon Connect) & CRM (Verint , Service Cloud) development is preferred.

• Demonstrated experience building organizational relationships, partnering with and influencing teams.

• Excellent written and verbal communication/presentation skills, with the ability to foster open communication.

• Strong customer advocacy and proven relationship building skills.

• Experience and understanding of customer journey mapping and user centered design

• Experience working on multiple deliverables and prioritizing appropriately to manage to organizational and customer deadlines

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 reasonable_accommodation@mastercard.com 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

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.

Remote New York Salary Range: $162,000 - $251,000

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-184613

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