Senior Escalation Manager, Mastercard
SaaS
Global payments technology company
Open for applications
Global payments technology company
1001+ employees
Open for applications
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
- A proven track record of working with enterprise customers is essential
- This role requires strong organizational skills, stakeholder management, the ability to work in a fast-paced environment, to manage multiple priorities, and excellent communication skills to push clients, raise flags, and ensure smooth project execution
- Project Management Expertise: 3+ years of proven experience in managing complex projects within a B2B SaaS environment
- Technical Knowledge: Strong understanding of SaaS products and the technology stack used in their development and implementation
- Leadership Skills: Ability to lead, mentor, and motivate a team, fostering a collaborative and productive work environment
- Hiring: Previous experience with hiring and building a successful Project Management team
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders
- Organizational Skills: Exceptional organizational skills, with the ability to manage multiple priorities and projects simultaneously
- Problem-Solving: Strong problem-solving skills, with the ability to identify and address issues proactively
- Customer Focus: A customer-centric approach, with the ability to understand and meet client needs effectively
- Agile Methodology: Familiarity with Agile project management methodologies and tools such as Jira, Trello, or Asana
- E-commerce Knowledge: Familiarity with e-commerce specific terms and configuration is preferred
- Business Fluency: Business fluency in English
- Stress Management: Ability to maintain poise under stress, especially when resolving issues
- Ownership & Accountability: Demonstrable ability to take ownership and accountability, and act on client goals and objectives in a technical environment
- Adaptability: Must thrive at working in a fast-paced environment
- Team Collaboration: Ability to work in a team environment while working independently
- Corporate Security Responsibility
What the job involves
- The Senior Project Manager will own the success of the most critical projects for our business
- They will eventually build and lead a team of Project Managers within our company
- This role involves overseeing the coordination of various projects, managing timelines, and ensuring efficient client onboarding and ongoing support
- The Senior Project Manager will act as a liaison between clients and Project Managers, ensuring all client needs are met promptly and effectively
- Additionally, this role will focus on improving internal processes, collaborating with other teams such as Customer Success and Support, and driving quick value realization for customers of all sizes
- Client Interaction: Serve as the primary point of contact for key clients, addressing their needs and concerns promptly
- Strategic Planning: Contribute to strategic planning and decision-making processes to drive the success of the project management team
- Project Coordination and execution: Oversee and manage multiple projects simultaneously, ensuring all tasks are completed on time and within scope
- Team Leadership: Hire, Lead and Mentor a team of Project Managers, providing guidance, support, and professional development opportunities
- Timeline Management: Develop and maintain project timelines, ensuring all milestones are met and adjusting schedules as necessary
- Risk Management: Identify potential risks and develop mitigation strategies to ensure project success
- Prioritization: Prioritize tasks and projects to ensure the most critical issues are addressed first
- Communication: Facilitate clear and effective communication between clients, Project Managers, and other stakeholders
- Team Support: Work alongside and support the Technical Account Managers, providing guidance and resolving any issues that arise
- Performance Monitoring: Track project progress and performance, providing regular updates to senior management
- Documentation: Write documentation, knowledge-based articles, and tutorials to improve project management practices
- Process Improvement: Continuously evaluate and improve internal processes to enhance efficiency and effectiveness
Salary benchmarks
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
21% employee growth in 12 months
Company
Company benefits
- Gym membership
- Share purchase options
- Extra holiday purchase optional
- Work from home opportunities
- Health insurance
- Pension plan
- 25 days holiday (excl. bank holidays)
Company HQ
Purchase, Harrison, NY
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.
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