Manager, Operational Optimization

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Manager, Operational Optimization Overview The Global Partnerships team is responsible for cultivating and managing Mastercard’s most strategic relationships with key players across the payments’ ecosystem. The team works with global leaders in technology, e-commerce, and financial services to build and scale solutions across acceptance, issuing and co-brand partnerships, and payments data services. Through a consultative approach—and inspired by Mastercard’s longstanding focus on inclusive growth—we are passionate about working hand in hand with mission-aligned companies to solve real-world problems for people and businesses around the world. We are recruiting a Manager, Operational Optimization, who will play a crucial role in building and maintaining strong client relationships to drive business growth and customer satisfaction for Global Customers/Partners across the Acceptance & Digital Merchants verticals. The Optimization Manager will work closely with internal teams and external partners, providing technical and strategic support to ensure the successful deployment of Mastercard’s products and services and trusted source for our customers for technical queries. This role requires a blend of technical expertise and business acumen to identify opportunities for optimization within their infrastructure and ensure seamless communication while managing all escalations relating to technical issues. Additionally, and when required, Optimization Manager will engage with key stakeholders across Mastercard to deliver innovative solutions tailored to complex customer needs. Role: • Ensures resolution of day-to-day technical/operational issues, customer issues and/or as related to assigned delivery projects • Partners with cross functional teams including Sales, Tech, and Product throughout Mastercard supporting the internal development and implementation of any new product and/or technology enhancement • Establishes close working relationships with key stakeholders within Mastercard and customer's Technology and Operations teams • Acts as central point of contact for customers on topics relating to Technology and Operations • Brings ability to enhance customer experience by driving business growth with portfolio optimization, emerging technologies, and find faster ways to get work done with sustained quality • Analyses and improves customer operational performance and profitability through back-office reviews, ie. chargebacks, authorization, latency, platform stability etc • Identifies and arranges for training and communication of operational enhancements • Participates in and contributes to account planning with customer and internal partners to prioritize strategic, mutually shared objectives • Works with internal colleagues to ensure customer's compliance with all Mastercard technology enhancements • Executes project initiatives and develops quantitative/qualitative reports • Improves product offerings by communicating customers' feedback to Product Management and applicable internal teams All About You: • Deep technical expertise, proven through prior roles in Technical Operations, Software Development or Technical Project Management • Demonstrated customer and relationship management skills and ability t