Director, Customer Technical Services

Mastercard
Cairo
Workplace: OnsiteFull timeFunction: Executive & General ManagementSkills: ["People management","Coaching","Cross-functional collaboration","Data-driven communication","Strategic planning"]

Own end-to-end operations support for existing customers, including process, business, and technical consultation. Ensure service requests are resolved within service-level contracts to avoid financial penalties, and develop customer support guidelines, metrics, tools, and practices across the customer lifecycle. Lead and coach a large team, translate function strategy into operational goals, and share voice-of-customer insights with partners in Technology, Product, and Customer Delivery.

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FursaFursa
Mastercard
Mastercard
1 month ago

Director, Customer Technical Services

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Source: Company careers pageValidated by: Fursa AI
Status: Live

Job Summary

Own end-to-end operations support for existing customers, including process, business, and technical consultation. Ensure service requests are resolved within service-level contracts to avoid financial penalties, and develop customer support guidelines, metrics, tools, and practices across the customer lifecycle. Lead and coach a large team, translate function strategy into operational goals, and share voice-of-customer insights with partners in Technology, Product, and Customer Delivery.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Responsible for all aspects of operations support for existing customers, including process, business, and technical consultation.
  • •Own end-to-end process for client service requests and coordinate teams to resolve issues within service-level contracts to avoid financial penalties.
  • •Develop and maintain customer support guidelines, metrics, tools, and practices throughout the customer life cycle.
  • •Translate function strategy into team goals and operational plans, monitoring execution, budget, and compliance.
  • •Formally supervise and coach a large team, oversee client service request resolution processes, and drive cross-functional discussions with Product and Tech to improve customer interactions.

Key Requirements

  • •Experience acting as a people and project manager over Customer Operations, setting goals, managing large visible projects, and providing direction.
  • •Structuring and allocating resources across multiple teams to meet operational objectives.
  • •Ability to create, define, and clearly communicate business goals and strategy.
  • •Experience communicating data-driven Voice of the Customer insights to department heads and presenting proposed enhancements.
  • •Experience providing strategic input to and executing customer experience strategies during system outages, missed service levels, and escalated service requests.
Experience:Customer operationsCustomer experienceCustomer supportVoice of the customerDigital payments
Skills:People managementCoachingCross-functional collaborationData-driven communicationStrategic planning

Company Brief

Mastercard
Mastercard is a global payments and technology company that processes transactions, provides fraud prevention and data services, and builds payment infrastructure for consumers, businesses, merchants and governments across 200+ countries.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Purchase, New York, United States
Founded: 1966
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