"Our PurposeWe 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 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.Title and SummaryManager, Customer Technical ServicesOverviewOptimize the customer experience by developing proactive customer relationships and defining/implementing process improvements based on the customer needs.Responsibilities: Develop proactive relationships with customers and translate customer needs into process improvement objectives Provide mentoring, coaching, and quality reviews of team members work to highlight strong performance as well as opportunities for improvement Communicate process issues or updates to stakeholders and recommend opportunities for improvement Identify training needs for customer facing teams based on service request trends Lead quarterly operational reviews Participate in customer service advisory groupsKnowledge / Experience: Bachelors degree in Information Technology, Business or equivalent work experience Strong knowledge of Mastercards payment transaction processing and systems Skilled in building customer relationships and understanding customer needs Skills/ Abilities: Ability to interact well with the customer Good verbal and written communication skills Self Starter with a desire to learn independently Good project management skills Ability to work in a matrixed organization and cross functional teamsWork Conditions: Occasional domestic travelIn 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 [email protected] 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 ResponsibilityAll 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 Mastercards security policies and practices;Ensure the confidentiality and integrity of the information being accessed;Report any suspected information security violation or breach, andComplete all periodic mandatory security trainings in accordance with Mastercards guidelines.In line with Mastercards 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. o served 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.Pay RangesO'Fallon, Missouri: $95,000 - $150,000 USDPDN-9b1c54a7-a51a-4227-af31-19497674b757"