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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 all india

Posted:1 day 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

As the Senior Vice President, Software Engineering, Global Customer Delivery & Care at Mastercard, your role involves providing senior leadership to global software engineering teams with a focus on customer servicing and call center technology. You will be responsible for hiring and developing a high-performance software development organization, designing, developing, and supporting Global Customer Delivery & Care, and driving technology to enhance customer experience. 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 strong internal customer relationships to ensure delivery of quality products and uncover cross-company requirements. - Develop and manage highly scalable platform components to support products and customers. - Encourage the development of managers and technical staff to enhance performance and technical depth. - Communicate effectively with big issuers and understand cultural variances across different countries. Qualifications Required: - Deep experience in industry-leading automation, QA, deployment, and Gen AI in Customer Servicing and Call Centre technology. - Ability to build and maintain productive relationships with internal stakeholders and external customers. - Understanding of relevant industries, customer expectations, and technological trends in customer care. - Excellent communication, interpersonal, and problem-solving skills. - Exceptional stakeholder management skills. - Transformation experience is highly desirable. - Experience managing multiple functional areas within technology. - Experience in building highly skilled technology teams and working with vendors. - Commitment to continuous improvement. Please note that the additional details of the company were not provided in the job description. As the Senior Vice President, Software Engineering, Global Customer Delivery & Care at Mastercard, your role involves providing senior leadership to global software engineering teams with a focus on customer servicing and call center technology. You will be responsible for hiring and developing a high-performance software development organization, designing, developing, and supporting Global Customer Delivery & Care, and driving technology to enhance customer experience. 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 strong internal customer relationships to ensure delivery of quality products and uncover cross-company requirements. - Develop and manage highly scalable platform components to support products and customers. - Encourage the development of managers and technical staff to enhance performance and technical depth. - Communicate effectively with big issuers and understand cultural variances across different countries. Qualifications Required: - Deep experience in industry-leading automation, QA, deployment, and Gen AI in Customer Servicing and Call Centre technology. - Ability to build and maintain productive relationships with internal stakeholders and external customers. - Understanding of relevant industries, customer expectations, and technological trends in customer care. - Excellent communication, interpersonal, and problem-solving skills. - Exceptional stakeholder management skills. - Transformation experience is highly desirable. - Experience managing multiple functional areas within technology. - Experience in building highly skilled technology teams and working with vendors. - Commitment to continuous improvement. Please note that the additional details of the company were not provided in the job description.

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