MasterCard Senior Specialist, Customer Operations Support in Shanghai, China

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 ®. 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.

Job Title

Senior Specialist, Customer Operations Support


The ability to build and operate a payments processing platform in a new market

Represent Mastercard operations & technology interests within region

Viewed as the subject matter expert in your particular field of expertise

Ability to work in a €œstart-up€ environment

Closely liaison with key stakeholders and potential 3rd party resources

Have you ever brought a product to market in an emerging market?

Have you worked in a €œstart-up€ environment from design-build-operate?

What experiences do you have working in a highly regulated environment?


Investigates advanced customer issues, concerns and requests for enhancements, simulates internal customer issues, participates in problem resolution, and tracks milestones and end-results with various work streams

Recommends business or process improvements; works with various work streams to formulate solutions

Strategizes preventive measures for potential product line inquiries to reduce cost and improve efficiency; works to clarify questions for unstable products or products in emerging areas

Leads and/or participates in internal customer visits for training, education and operational support

Contributes to the development of new products and product enhancements; documents current processes and potential improvements to support build out

Provides technical and domain support to internal consultation process by explaining technical concepts to customers and evaluating technical attributes of customer code issues

Manages medium-sized project/initiatives as an individual contributor with advanced knowledge within discipline, leading a segment of several initiatives or a larger initiative; may provide dedicated account support

All About You

Experience using MasterCard tools, systems, and documentations to resolve difficult customer issues, and guiding junior members to MasterCard resources

Experience implementing strategic and preventative solutions

Able to apply skills to product development

Ability to deliver customer training

Experience working on mid-size projects across functions and exposure managing tactical components of larger projects

Experience interacting with challenging customers and asking effective, forward thinking questions

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.€‹
Requisition ID: R-67982