Manager, Product Management Job Listing at Mastercard in O'Fallon, MO (Job ID R-251377-O Fallon, United States of America, 63368-7263)

Description

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, Product Management Overview
The Services Organization within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.

To drive more consistency and alignment across Customer Success (CS) in Services, we are standing up new Regional Customer Success teams, which will play a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. As advocates for the customer experience, this team is accountable for a good onboarding experience, providing ongoing strategic support, and fostering long-term relationships.

They work collaboratively with cross-functional teams to address customer needs, gather feedback for product improvements, develop tailored strategies that enhance customer satisfaction and retention, build customer advocacy to support our B2B marketing campaigns and create leads for value expansion for our Business Development teams. By focusing on proactive engagement and personalized service, the Services Customer Success team is dedicated to driving customer success and contributing to the overall growth of the organization.

The candidate will serve as Manager within the North America Customer Success Team (NAM CS). The Manager will support in the development and delivery of performance optimization analyses to key customers within the region. The candidate will focus on ensuring the priority customers and segments they work with experience a collaborative approach to drive towards positive change through more effective use of Services network products. The role will work closely with cross functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams to realize the full value proposition of Mastercard Network Products on behalf of the customer. The three areas of primary responsibility include:
1) customer engagement
2) growing the business
3) technical and program readiness.
Customer Engagement:
• Cultivate a strong customer partnership through a deep understanding of their businesses and managing customer health and value realization through performance analyses and dialogue through QBRs, program launches and post-sale when appropriate
• Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products
• Develop and deliver key performance indicators related to cost, performance and optimization and the insights associated with them
Growing the Business:
• Leverage Mastercard's vast set of data to analyze and identify opportunities by looking at performance metrics by products, product combinations, customers and segments
• Leverage key metric data related to Mastercard Network Services' offerings to achieve customer goals and realize value propositions of Mastercard products
• Ability to work with highly technical internal solutions and identify information that will inform customer decision-making and enable enhanced visibility into achieving product value realization
• Identify opportunities for additional Mastercard products that would create greater value potential for customers and enhance impact of Network Product offerings for the customer
Technical & Program Readiness:
• Develop or enhance training materials, playbooks, thought leadership, and customer-facing analyses that can be scaled internally and externally to support customer priorities and Customer Success value proposition
• Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
• Support in creation of tools to scale deliverable customer-facing insights on behalf of Mastercard Network Solutions and Customer Success teams

All About You
• Curiosity and desire to problem-solve.
• Self-starter, highly organized, collaboration-minded and results driven.
• Customer-focused
• Interested in working with a variety of products, services and customers.
• Demonstrated ability to act with a persistent and relentless sense of urgency.
• Ability to forge strong relationships internally and externally.
• Outstanding collaboration and interpersonal communication skills.
• Ability to build thoughtful recommendations and action plans.
• Ability to multi-task and work on multiple projects in a fast-paced environment.
• Exposure to business environments with heavy data sets, such as large and emerging Financial Services, Technology, Service Providers, Processors, and/or digital platform partners.
• Proficiency in Microsoft Excel and PowerPoint. (SQL, Hadoop are a plus)
• Bachelor's degree (advanced degree/MBA a plus).
• Limited overnight travel required (5-10%). Mastercard is a merit-based, inclusive, equal 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. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment 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

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.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

Pay Ranges

New York City, New York: $137,000 - $218,000 USD Atlanta, Georgia: $114,000 - $182,000 USD O'Fallon, Missouri: $114,000 - $182,000 USD Purchase, New York: $131,000 - $209,000 USD

 Apply on company website