Company

MasterCard

Description

Our Purpose

We 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 Summary

Director, Executive Technical Support

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

The Employee Digital Experience team is looking for a Director, Enhanced Services & Technology Solutions to drive our executive experience strategy forward by consistently innovating and problem-solving – maximizing the talent, use of technology-based systems, processes, and partnerships to ensure technology solutions deliver efficient, secure, effective, and integrated experiences for 540+ executives and VIPs globally. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.

Maintain and improve standards for in-office, in-transit, and at-home experiences and drive consistency for the executive user experience with enterprise technology and tools.
Collaborate with end-users, stakeholders, service owners/engineering teams, and services providers to research and simplify experiences for our executives – accelerate the delivery and business processes, systems, and capabilities.
Work with engineering teams on roadmaps and potential impacts of products being implemented as well as current products in the environment.
Provide highest level of 24x7 service to Management Committees members for mobile, unified communications, email, laptop, multimedia, and general help desk support – own the issue until full resolution, escalating as appropriate.
Identify and provide single point of contact for all technical issues to establish rapport with the executive team and their assistants – including response and support for executives during travel or home office locations.
Provide feedback to technical teams when conveyed by executives to improve service or technical tools.
Proactive daily monitoring, communications, and reporting of metrics to assess performance, scalability, and continuous improvement (e.g. password resets, patch updates) – work with engineering teams to identify and implement opportunities for automation.
Provide daily activity report on any significant issues and weekly reporting on all issues.
Immediate response times with continued status updates until the issue has been resolved – provide helpful tips on workarounds or improved methods for continuing to work until the issue is resolved.
Facilitate awareness and training for new devices or programs/tools and develop strategies for continuous learning.
Develop and engage team by creating a motivating work environment that recognizes, holds team members accountable, focuses on results, and rewards strong performance.

Qualifications, Skills, And Experiences

Demonstrated commitment to diversity and inclusion.
Extensive experience leading institutions or organizations with multiple and diverse stakeholders.
Results-proven track record of exceeding goals and a bottom-line orientation; evidence of the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment.
Ability to think strategically, anticipate future consequences and trends, and incorporate them into the organizational plan.
Ability to connect staff both on an individual level and in large groups; capacity to enforce accountability, cultivate entrepreneurship and learn the strengths and opportunities of the team to put people in a position to succeed.
Commitment to ethical, accountable, and transparent leadership.
Experience in personnel, budget, risk, resource management, agile development, and human-centric design.
Highly developed presentation, facilitation, and communication skills (both verbal and written).
Sound understanding and practical application of change management methodologies.
Savvy collaborator and consensus builder with a successful track record of bringing people together around a common cause.
Bachelor’s degree or higher in computer science or engineering or equivalent work or education-related experience. Master of Business Administration or other advanced degree preferred.
Minimum of 10 years of related work experience in executive management, technology management, or consulting.

In 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 reasonable_accommodation@mastercard.com 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 Responsibility

Responsibilities

All 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 Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Pay Ranges

Purchase, New York: $153,000 - $237,000 USD

Identifier

0208b11cb72978d5ccff270185db84e1