Job
Description
The Senior Vice President, Software Engineering, Global Customer Delivery Care provides senior leadership to Mastercard's global software engineering teams, with a strategic focus on customer servicing and call center technology. This pivotal role involves building and nurturing a high-performance software development organization, while also taking ownership of the design, development, and support of Global Customer Delivery Care and broader enterprise objectives. As a key member of the Global Customer Delivery Care (GCDC) leadership team, this role is instrumental in leveraging technology to deliver a best-in-class customer experience. The Role As the Senior Vice President, Software Engineering, Global Customer Delivery Care, you will: Innovate with Emerging Technologies: Leverage industry expertise on the latest technology trends in customer servicing, including advanced call center technologies, automation, and Generative AI, to drive impactful solutions. Cultivate Strategic Relationships: Build and foster strong internal customer relationships, establishing effective engagement models for your team, ensuring the delivery of high-quality products aligned with expectations, and proactively identifying cross-company requirements. Build Scalable Platform Components: Design, build, and operate highly scalable platform components that effectively support both products and the customers who utilize the technology. Develop and Empower Talent: Actively encourage the professional growth of your managers and technical staff, continuously raising the bar for performance, technical depth, program management results, and people management as you recruit new managers. Strategic Communication: Communicate with savviness when engaging with large issuers and demonstrate a deep understanding of cultural variances across different countries. All About You and What You Need to Bring Deep Automation and AI Expertise: Possess deep experience in industry-leading automation practices for Quality Assurance (QA) and deployment, including the application of Generative AI to Customer Servicing and Call Centre technology, with a proven track record of significantly improving the efficiencies of these functions. Relationship Building: Skilled at building and maintaining productive working relationships with both internal stakeholders and external customers. Industry Acumen: Demonstrate a strong understanding of relevant industries, customer expectations, and technological trends within the customer care space. Exceptional Communication: Exhibit excellent communication, interpersonal, and problem-solving skills. Stakeholder Management: Possess exceptional stakeholder management abilities. Transformation Leadership: Experience in leading significant technological transformations is highly desirable. Multi-Functional Leadership: Proven experience managing multiple functional areas within technology, such as technical architecture, software development, system testing, and production support. Team and Vendor Management: Experience building highly skilled technology teams and effectively collaborating with vendors. Continuous Improvement Mindset: Believe in and champion continuous improvement initiatives.
