Senior Specialist, Product Operations

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Senior Specialist, Product Operations

The successful candidate will bring to the role significant project delivery capability, commercial/business improvement acumen and be able to lead critical complex projects to deliver enhancements and new solutions with a high level of customer satisfaction.
In this role the successful candidate will lead the Project Management, implementation and coordination of activities focused on key initiatives designed to manage and enhance Issuer Rewards programs, ensuring improved operational effectiveness and proficient delivery of projects on behalf of the Mastercard regional Loyalty Solutions team.
* Project Management to ensure delivery of key Rewards projects deemed to be high priority for the business
* Responsible for planning, developing and executing project schedules, ensuring compliance, resolving issues and taking them to fruition
* Offers program management / operations – offer ingestion, campaign management, budget management, redemption monitoring, process monitoring, etc.
* Responsible for establishing the governance and rigor in project delivery including project and communications plans internally and externally
* Project Management and communication updates of key initiatives being undertaken to improve the overall operational performance and delivery of Rewards projects to stakeholders
* Execute consistent change/update processes for reliable and efficient delivery and ongoing operations of Rewards programs
* Implementing and monitoring business processes and standards to ensure a controlled, scalable and sustainable outcome from an operating perspective
* Collaborates cross-functionally to execute and support programs as defined by platform/application
* Product documentation translations
* Coordinating customer escalations on operational incidents and issues and ensuring timely resolution
* Work closely with the key Product & Platform leads to develop and enable client delivery requirements
* Develop operational dashboard to monitor and ensure optimal performance of programs e.g. platform performance, enrolments & usage measurements
* Define KPIs for area of responsibility and provide regular updates on progress of achievements
All About You
The ideal candidate for this position should
Have experience within a multinational organization in a customer facing role
Have strong understanding of APIs and SQL
Have basic understanding of HTML and CSS
Demonstrated success working with stakeholders across other business units functions and markets in support of cross-functional projects/programs
Have strong analytical and organizational skills and ability to identify process enhancements and attention to details
Preferably worked in a loyalty role with experience evaluating and managing program performance analysis and building program enhancements

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.