Director Program Management, Mastercard
Customer Success
$154-246k
Office located in New York City, NY
Global payments technology company
Open for applications
Global payments technology company
1001+ employees
Open for applications
$154-246k
Office located in New York City, NY
1001+ employees
Company mission
To connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible.
Role
Who you are
- Proven experience in program or project management, ideally within a Customer Success or customer-facing role
- Strong background in gathering and analyzing customer feedback to generate actionable insights
- Demonstrated ability to manage "High-Risk" accounts and deliver solutions that address key pain points
- Excellent cross-functional collaboration skills, with experience leading teams across multiple departments
- Strong knowledge of project management methodologies and tools, with a track record of delivering programs on time and within budget
- Ability to manage complex programs and balance multiple priorities in a fast-paced environment
- Exceptional communication skills with the ability to influence stakeholders at all levels
What the job involves
- We are seeking a highly skilled Director of Program Management to lead the planning, execution, and successful delivery of strategic programs within our Customer Success organization
- In this role, you will have a significant impact on the customer journey, from onboarding through ongoing engagement
- You will be responsible for gathering and analyzing customer feedback, generating actionable insights, and supporting decision-making at the executive level within the Customer Success department
- You will ensure high-quality project management, messure key KPIs and directly address "High-Risk" accounts to enhance customer satisfaction and retention
- Oversee the planning, execution, and delivery of multiple strategic programs within the Customer Success team
- Collect and analyze customer feedback during both onboarding and ongoing service phases to generate insights for senior management
- Manage high-risk accounts by identifying critical gaps, pain points, and opportunities for improvement
- Monitor customer sentiment during project deployment and make recommendations for improvement
- Ensure programs are aligned with business objectives, driving cross-functional collaboration to achieve success
- Lead continuous improvement efforts based on customer feedback to enhance the overall customer experience
- Maintain clear, proactive communication with stakeholders, including executives, and cross-functional teams
- Foster a culture of accountability and performance across all initiatives, ensuring alignment with organizational goals
Our take
Mastercard is in the global payments business, and operates the world's fastest payments processing network. Its products and solutions have become central to everyday commerce across the world, in activities ranging from shopping and travelling to running businesses.
As the economy has become more and more digitised, Mastercard has been a leading player in helping businesses and individuals across the globe embrace card payments and digital banking. One of the world's largest companies, its revenue has seen consistent gain in the last 20 years.
The challenge for modern payments companies is that payments are always changing, as seen in the astronomical rise of contactless payments over the last decade. Mastercard's acquisition of blockchain systems, and an overall focus on leveraging its technology towards a digital economy, has placed the company in good stead to keep up to date with current trends, like cryptocurrency, in the digitised payments world.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Gym membership
- Share purchase options
- Extra holiday purchase optional
- Work from home opportunities
- Health insurance
Company values
- Trust - integrity, respect, openness
- Agility - urgency and value through innovation
- Partnership - working as one team for the benefit of all
- Initiative - taking bold and thoughtful actions
Company HQ
Purchase, Harrison, NY
Articles
Leadership
Michael Miebach
(CEO, not founder)Has served in a variety of roles at the company, including President and CPO. Currently Board Member at IBM, Accion, the World Resources Institute, the US-India Strategic Partnership Forum, and the Metropolitan Opera. They are also a Trustee of USCIB.
People progressing
Joined as VP in 2008, promoted 4 times in 11 years to their current position of Executive Vice President.
Salary benchmarks
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