Mastercard
SeniorVicePresident,CustomerCare,AP
“Senior Vice President, Customer Care, AP at Mastercard. Skills: Customer care, Customer support, Operational excellence, Incident management. Own regional accountability for customer support experience. Own regional accountability for customer support outcomes”
What You'll Achieve.
Measurable improvement in regional customer satisfaction; Measurable improvement in service reliability; Reduction in customer support gaps; Reduction in incidents; Reduction in repeat escalations; Improved operational maturity; Improved preparedness across regional CTS teams; Stronger alignment between regional teams; Stronger alignment between global contact centers; Stronger alignment between enterprise functions; Stronger execution between regional teams; Stronger execution between global contact centers; Stronger execution between enterprise functions
Industry & Context.
Root cause resolution; Incident resolution; Troubleshooting
What They're Looking For.
Must Have
Senior leadership experience in technology customer support, Senior leadership experience in operations, Senior leadership experience in enterprise service delivery, Proven success leading large scale operational transformation, Proven success leading control implementation, Executive presence with experience engaging C suite customer stakeholders, Deep understanding of incident management at enterprise scale, Deep understanding of crisis management at enterprise scale, Deep understanding of escalation management at enterprise scale, Ability to operate effectively in a matrixed, global organization
Nice to Have
Proficiency in one or more APAC local languages, Mandarin proficiency preferred, Japanese proficiency preferred, Korean proficiency preferred, Similar APAC language proficiency preferred
What You'll Do.
Own regional accountability for customer support experience
Own regional accountability for customer support outcomes
Own regional accountability for operational performance
Identify gaps in customer support controls
Identify gaps in service models
Identify gaps in operating capabilities
Define and implement controls for consistent customer support
Define and implement controls for high quality customer
Define and implement controls for resilient customer support
Ensure high levels of customer satisfaction
Ensure high levels of customer trust
Ensure high levels of customer confidence
Lead regional transformation initiatives
Partner with Global Operational Excellence teams
Adopt enterprise best practices
Implement enterprise best practices
Sustain enterprise best practices
Standardize regional customer support processes
Continuously improve regional customer support processes
Strengthen regional readiness for significant incidents
Strengthen regional readiness for escalations
Strengthen regional readiness for crisis scenarios
Serve as escalation path for customer impacting events
Serve as escalation path for employee impacting events
Enable crisis management
Enable incident management
Ensure timely decision making
Represent regional view to Executive Leadership Team
Represent regional view to key enterprise stakeholders
Provide governance for customer support
Provide inspection for customer support
Provide follow through for customer support
Ensure root cause resolution
Ensure prevention of incidents
Act as senior customer support liaison for top
Act as senior customer support liaison for strategically
Position TECH as trusted technology advisor
Position Mastercard as trusted technology advisor
Position TECH as trusted customer care advisor
Position Mastercard as trusted customer care advisor
Maintain ongoing executive level relationships
Ensure alignment with executive level relationships
Ensure transparency with executive level relationships
Ensure long term partnership with executive level relationships
Work closely with Global Contact Center leadership
Create operational synergies with Global Contact Centers
Scale efficiency with Global Contact Centers
Ensure consistency with Global Contact Centers
Ensure regional requirements are reflected in global delivery
Ensure regional requirements are reflected in global support
Ensure customer nuances are reflected in global delivery
Ensure customer nuances are reflected in global support
Balance global standardization with local market needs
Balance global standardization with local customer needs
Drive seamless collaboration between regional care and delivery
Embed customer support alignment into regional business forums
Embed customer support alignment into regional product forums
Embed customer support alignment into regional technology forums
Reinforce local alignment with regional business leadership
Support growth with regional business leadership
Support resilience with regional business leadership
Support customer outcomes with regional business leadership
Ensure regional priorities are synchronized with enterprise strategies
Ensure regional priorities are synchronized with enterprise execution
Ensure differentiated support models for critical customers
Maintain a streamlined experience for all customers
Maintain a scalable experience for all customers
Provide regular reporting to regional leadership on incidents
Provide regular reporting to regional leadership on customer
Provide regular reporting to regional leadership on customer
Provide regular reporting to regional leadership on service
Provide regular reporting to regional leadership on service
Use insights to drive continuous improvement
Use data to drive continuous improvement
Use insights to drive informed decision making
Use data to drive informed decision making
How You'll Work.
Team & Collaboration
Global Operational Excellence teams; Global Contact Center leadership; Regional business teams; Regional care and delivery partners; Regional business forums; Regional product forums; Regional technology forums; Regional business leadership; Enterprise functions
Communication Scope
Executive presentations; Executive relationships
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