Director, Cardholder Services Product Management (Servicing & Performance) Mastercard Loyalty Solutions provides a range of technology solutions and services to drive consumer engagement. As part of the Global Cardholder Services team, the Director, Servicing & Performance will be accountable for the Global Services product and the alignment of our shared support services. This role is critical to connecting our services from suppliers in travel, insurance and beyond to customers and to cardholders; as well as ensuring seamless delivery and billing of our benefits.

The successful candidate will partner with key stakeholders in Global Customer Care, GBSC, MCBS, Technology, Regional Cardholder Services team to deliver on roadmaps, requirements and commercialize digital products. This role will protect and grow our services revenue. Additionally, the incumbent will represent Cardholder Services for billing transformation and ensure our billing processes are automated. The ideal candidate is digitally savvy, passionate about creating the best customer experience, highly motivated, can operate in a fast-paced environment, and possesses an agile mindset.

Role

• Develop the strategic roadmap for enhancement of our servicing solutions and revenue assessment
• Manage a comprehensive P&L view of Loyalty Servicing, including Global Services revenues and Global Call Center Management (GCCM) costs across the Globe
• Identify and evaluate revenue drivers for servicing and maintain a long-term P&L plan. Will collaborate with regional leads and GCCM to identify short term opportunities to maximize growth P&L potential
• Pilot and extend alternative servicing solutions such as Live Chat, What’s App and SMS servicing, in partnership with TECH and regional leads to help inform the long term
• Liaise with the Loyalty Solutions regional leads and GCCM organization to understand servicing solutions Globally and drive the long term planning for Loyalty Services and share best practices
• Assist in establishing, monitoring, and reporting on product KPIs across Loyalty, in partnership with TECH CHS co-founder
• Support CHS shared services, ensuring effective support across the regions for delivery, customer service, etc
• Lead Billing Transformation for Cardholder Services, including monitoring ongoing workstreams, meeting audit finding requirements and progressing roadmap to automation

Skills & Qualifications

• Knowledgeable about Servicing/Operations processes
• Analytical, able to understand numbers, patterns and use data to inform decisions and formulate proposals
• Fantastic interpersonal skills and communication capabilities; ability to adapt communication for different audiences and communicate effectively across the Mastercard matrix
• Attention to detail to closely manage a P&L to grow revenue
• Self-motivated, thrives in a fast paced environment; readiness to take-on stretch goals
• Flexible and creative, able to not only adapt but also thrive in a constant changing environment
• Ruthless prioritization skills and ability to pivot quickly as organizational needs evolve
• Strong customer relationship management, influencing and communication skills
• Excellent people management skills to attract and develop talent

Qualifications

• 5 years experience in card product management or strategy development
• Proven success in digital product management

Preferred location in O’Fallon St Louis Office. 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.

• 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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.