4 days ago

Director, Customer Technical Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: 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

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Mastercard

4 days ago

Director, Customer Technical Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 day agoStatus: Live

Job Summary

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

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

Glassdoor: 4.1

Website LinkedIn Glassdoor