NAM Cardholder Services Manager, Product Excellence

Mastercard•Town/Village of Harrison, NY

28d

About The Position

Cardholder Services delivers best in class benefits for Mastercard cardholders to drive peace of mind, offer incremental value, and enhance the experience associated with purchases. With a dual mandate to enhance the Core value proposition and materially contribute to Core revenue, Cardholder Services is a dynamic and high impact line of business. The team combines deep product expertise and partner management excellence to deliver industry leading customer experiences. The Manager, Product Excellence role is a critical function that will lead strategic, operational and financial processes associated with Cardholder Services products, and support product optimization and team strategy.

Requirements

Education and experience in finance or operations, preferably in the B2B2C and payments space
Ability to translate data into consumable narratives and deliverables, tailored for audiences varied from other operations and product stakeholders to executives.
Experience in developing models, reporting platforms and operational processes, ideally for product organizations.
Excellent communication (verbal and presentation) and stakeholder management skills, ideally with experience working in global, matrixed organizations.
Ability to operate strategically while managing multiple complex initiatives in fast paced environments.
Understanding of and passion for North America payments industry, with eagerness to learn and expand knowledgebase.
Initiative to build relationships with the team, contributing ideas and developing relationships with key internal partners within an assigned area.
Desire to understand, support and lean into product organization.
Exemplifies Mastercard values: Create Value, Grow Together, and Move Fast.

Responsibilities

Operations: ownership of billing and operations processes for Cardholder Services team to maximize team and product performance.
Work closely with billing and finance teams to optimize processes, ensure alignment across stakeholders, and own process documentation and updates.
Oversee onboarding of new Customers or Programs to the billing system, purchase order tracking and invoice payment to .
Document and manage multi-phase plan for reporting platform, including new reporting setup and dashboard.
Provide support to team members for Customer-facing reporting on product performance, billing and value to Customer and Cardholder, and for required vendor reporting.
Project manage updates to Cardholder-facing materials, including guides to benefits, Mastercard digital assets, and Customer channels, to ensure accuracy of benefits information that is presented to Cardholders
Prepare and communicate data, insights and trends to stakeholders.
Financial management: ensure accurate representation of Cardholder Services financials.
Serve as liaison with Finance team on forecasting, and with Sales and other stakeholders on pipeline reporting.
Model scenarios in partnership with product leads and other stakeholders for initiatives including new product launches and custom solutions.
Own internal reporting, including executive updates.
Product and Strategy:
Partner with Product leads to assess new product launches and enhancements through business modeling and analysis of performance and market data.
Support new pricing and product launches through project management of requirements, approvals and related internal and external communications (i.e. bulletin announcements).
Map and maintain sales enablement processes, from pre-sales through implementation, for each benefit line of business.