Senior Escalation Manager Job Listing at Mastercard in London, England (Job ID R-247114)

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

Senior Escalation Manager 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
Senior Escalation Manager Dynamic Yield

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.

Role Overview
The Senior Project Manager will own the success of the most critical projects for our business. They will eventually build and lead a team of Project Managers within our company. This role involves overseeing the coordination of various projects, managing timelines, and ensuring efficient client onboarding and ongoing support. The Senior Project Manager will act as a liaison between clients and Project Managers, ensuring all client needs are met promptly and effectively. Additionally, this role will focus on improving internal processes, collaborating with other teams such as Customer Success and Support, and driving quick value realization for customers of all sizes. A proven track record of working with enterprise customers is essential.

This role requires strong organizational skills, stakeholder management, the ability to work in a fast-paced environment, to manage multiple priorities, and excellent communication skills to push clients, raise flags, and ensure smooth project execution.


Key Responsibilities:
Client Interaction: Serve as the primary point of contact for key clients, addressing their needs and concerns promptly.
Strategic Planning: Contribute to strategic planning and decision-making processes to drive the success of the project management team.
Project Coordination and execution: Oversee and manage multiple projects simultaneously, ensuring all tasks are completed on time and within scope.
Team Leadership: Hire, Lead and Mentor a team of Project Managers, providing guidance, support, and professional development opportunities.
Timeline Management: Develop and maintain project timelines, ensuring all milestones are met and adjusting schedules as necessary.
Risk Management: Identify potential risks and develop mitigation strategies to ensure project success.
Prioritization: Prioritize tasks and projects to ensure the most critical issues are addressed first.
Communication: Facilitate clear and effective communication between clients, Project Managers, and other stakeholders.
Team Support: Work alongside and support the Technical Account Managers, providing guidance and resolving any issues that arise.
Performance Monitoring: Track project progress and performance, providing regular updates to senior management.
Documentation: Write documentation, knowledge-based articles, and tutorials to improve project management practices.
Process Improvement: Continuously evaluate and improve internal processes to enhance efficiency and effectiveness.

Optimal Skills for Success:
Project Management Expertise: 3+ years of proven experience in managing complex projects within a B2B SaaS environment.
Technical Knowledge: Strong understanding of SaaS products and the technology stack used in their development and implementation.
Leadership Skills: Ability to lead, mentor, and motivate a team, fostering a collaborative and productive work environment.
Hiring: Previous experience with hiring and building a successful Project Management team.
Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
Organizational Skills: Exceptional organizational skills, with the ability to manage multiple priorities and projects simultaneously.
Problem-Solving: Strong problem-solving skills, with the ability to identify and address issues proactively.
Customer Focus: A customer-centric approach, with the ability to understand and meet client needs effectively.
Agile Methodology: Familiarity with Agile project management methodologies and tools such as Jira, Trello, or Asana.
E-commerce Knowledge: Familiarity with e-commerce specific terms and configuration is preferred.
Business Fluency: Business fluency in English.
Stress Management: Ability to maintain poise under stress, especially when resolving issues.
Ownership & Accountability: Demonstrable ability to take ownership and accountability, and act on client goals and objectives in a technical environment.
Adaptability: Must thrive at working in a fast-paced environment.
Team Collaboration: Ability to work in a team environment while working independently.
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 training in accordance with Mastercard's guidelines.

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.

 Apply on company website