Director, Customer Technical Services

About the role

The Director, Customer Technical Services leads the end‑to‑end support operation for Mastercard’s existing customers. The role ensures that service requests are resolved within contractual service levels and that customer feedback drives continuous improvement.

Key responsibilities

• Own the full lifecycle of client service requests, coordinating cross‑functional teams to meet SLA commitments.
• Develop and maintain support guidelines, metrics, tools and best practices across the customer journey.
• Collect and share customer feedback and market intelligence with product, technology and delivery partners.
• Lead regular inquiry reviews with customers and internal teams to identify process or technology enhancements.
• Translate strategic objectives into operational plans, goals and measurable KPIs.
• Monitor budget, compliance and performance, proposing corrective actions when needed.
• Supervise and coach a large team of leaders and consultants, identifying and developing top talent.
• Drive cross‑functional discussions to surface insights and improve operational efficiency.

Required profile

• Proven experience managing large‑scale customer operations and visible projects.
• Strong ability to structure resources, set goals and communicate business strategy.
• Experience designing support models for complex products.
• Track record of collaborating with business partners and external customers to create new offerings.
• Demonstrated skill in presenting data‑driven insights on customer experience to senior leadership.
• Capability to lead during system outages, missed service levels and escalated requests.

Required skills

What we offer

• Opportunity to shape global customer support strategy for a leading payments network.
• Leadership of a high‑performing, multi‑disciplinary team.
• Access to Mastercard’s extensive resources and innovation ecosystem.