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Product Operations Specialist

Product Operations Specialist

Mastercard

5 - 9 years

0 Lacs

pune maharashtra

Posted:18 hours ago| Platform: Shine logo

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Skills Required

customer support operations financial services proofreading editing organization excel sharepoint splunk communications technology sector attention to detail global environment crossfunctional environment ms teams salesforce service cloud

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Product Operations Specialist at Mastercard, your role as a Customer Communication Specialist is crucial in ensuring that Mastercard's Cross-Border Services Customers receive timely, accurate, and actionable information. You will bridge the gap between technical operations and customer-facing communication, streamlining processes, ensuring accuracy, providing high-quality information, and enhancing the overall customer experience. Your responsibilities will include participating in a non-standard work week, ensuring a positive customer experience for both external customers and internal stakeholders, developing and managing internal and external communications, collaborating with various teams, monitoring shared mailboxes and ticketing systems, drafting and publishing customer communications, tracking and analyzing customer feedback, documenting communications, and supporting the archiving and lifecycle management of customer-facing content. Key Responsibilities: - Participate in a non-standard work week with early morning or early evening shifts - Ensure a positive customer experience for external customers and internal stakeholders - Develop and manage internal and external communications related to product updates, service changes, and operational enhancements - Collaborate with product, technical, and regional teams to ensure alignment for customer-facing communications - Monitor shared mailboxes and ticketing systems to triage and escalate customer inquiries - Draft, review, and publish customer communications in compliance with governance workflows and standards - Track and analyze customer feedback to enhance communication quality and effectiveness - Document communications, communication processes, and procedures - Support the archiving and lifecycle management of customer-facing content Qualifications Required: - Solid understanding of Cross-Border Services business and transaction processing flow - Ability to prioritize, manage multiple tasks, and meet deadlines - Proactive in identifying critical issues and reprioritizing tasks as needed - Self-motivated team player with exceptional written and verbal communication skills in English - 4-6 years of experience in customer support, communications, or operations within financial services or technology sector - Proficient in proofreading, editing, attention to detail, and organization - Experience in a global, cross-functional environment - Proficiency in Excel, Sharepoint, and MS Teams required; knowledge of Splunk and Salesforce Service Cloud is a plus Note: The company expects all employees to adhere to Mastercard's security policies and practices, ensure the confidentiality and integrity of accessed information, report any suspected security violations, breaches, and complete mandatory security trainings as per guidelines.,

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Product Operations Specialist