Job
Description
Senior Vice President, Software Engineering, Global Customer Delivery & Care Senior Vice President, Software Engineering, Global Customer Delivery & Care Mastercard is a global technology company in the payments industry. 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. Overview: The Senior Vice President, Software Engineering, Global Customer Delivery & Care provides senior leadership to Mastercard s global software engineering teams focusing on customer servicing and call centre technology. This role hires and develops a high-performance software development organization as well assumes the responsibility for designing, developing and supporting Global Customer Delivery & Care and enterprise objectives. In addition, this role is a key member of the GCD&C leadership team driving technology to a best-in-class customer experience. The Role: - Leverage experience from industry on the latest technology treads for Customer servicing (including call centre technology), including the using of automation and Gen AI. - Build and cultivate strong internal customer relationships to establish engagement models for your team, ensure delivery of quality products in alignment with expectations, and uncover cross-company requirements - Build and run highly scalable platform components that support the product and customers that leverage the technology. -Actively encourage the development of your managers and your technical staff while continuously raising the bar on performance, technical depth, program management results, and people management as you hire new managers -Communicate with savviness in dealing with big issuers and someone who understands the cultural variances across different countries. All About You and What you need to bring: - Deep experience in industry leading automation - QA, deployment, including Gen AI as applied to Customer Servicing and Call Centre technology, with proven results to improve significantly efficiencies of these functions. - Skilled at building and maintaining productive working relationships with internal stakeholders and external customers - Understanding of relevant industries, customer expectations, and technological trends in the customer care space. - Excellent communication, interpersonal, and problem-solving skills. - Exceptional stakeholder management skills - Transformation experience highly desirable - Experience managing multiple functional areas within technology such as technical architecture, software development, system testing, and production support - Experience building highly skilled technology teams and working with vendors - Believes in continuous improvement and holds a very"
