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Senior Vice President, Software Engineering, Global Customer Delivery & Care

Senior Vice President, Software Engineering, Global Customer Delivery & Care

Mastercard

10 - 14 years

0 Lacs

pune maharashtra

Posted:4 days ago| Platform: Shine logo

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Skills Required

stakeholder management technical architecture software development system testing production support automation qa gen ai customer servicing call centre technology

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As the Senior Vice President, Software Engineering, Global Customer Delivery & Care at Mastercard, you will provide senior leadership to global software engineering teams with a focus on customer servicing and call center technology. Your responsibilities will include hiring and developing a high-performance software development organization, designing, developing, and supporting Global Customer Delivery & Care and enterprise objectives. You will also play a crucial role in driving technology to deliver a best-in-class customer experience as a key member of the GCD&C leadership team. Key Responsibilities: - Leverage industry experience to stay updated on the latest technology trends for customer servicing, including call center technology, automation, and Gen AI. - Build and nurture strong internal customer relationships to establish engagement models for your team, ensure delivery of quality products aligned with expectations, and identify cross-company requirements. - Develop and manage highly scalable platform components supporting products and customers utilizing the latest technology. - Foster the growth of your managers and technical staff, continuously improving performance, technical depth, program management, and people management as you onboard new managers. - Demonstrate effective communication skills in dealing with significant issuers and understanding cultural differences across various countries. Qualifications Required: - Extensive experience in leading automation, QA, and deployment, including Gen AI in Customer Servicing and Call Centre technology, with a track record of significantly improving operational efficiencies. - Proficient in building and maintaining productive relationships with internal stakeholders and external customers. - Knowledge of relevant industries, customer expectations, and technological trends in customer care. - Excellent communication, interpersonal, and problem-solving abilities. - Exceptional stakeholder management skills. - Transformation experience is highly desirable. - Experience in managing multiple functional areas within technology such as technical architecture, software development, system testing, and production support. - Proven track record in building highly skilled technology teams and collaborating with vendors. - Strong belief in continuous improvement and a commitment to excellence.,

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Senior Vice President, Software Engineering, Global Customer Delivery & Care