Specialist, Product Excellence
About The Position
A critical organization within the Consumer Core Products business, 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 drive services 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 Specialist, Product Excellence role is a critical function that will lead operational and financial processes associated with Cardholder Services products, and support product optimization and team efficiency. The position will be depended on to offer guidance on strategic initiatives through business modeling, interpret market and performance data, and support critical functions that drive revenue and deepen partnerships with Customers.
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 own 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
- Product excellence: management of billing, reporting 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.
- 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.
- Serve as liaison with Finance team to ensure accurate forecasting.
- 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.
- 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.
- Opportunity to manage Servicing line of business.
Benefits
- insurance (including medical, prescription drug, dental, vision, disability, life insurance)
- flexible spending account and health savings account
- paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
- 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
- 10 annual paid U.S. observed holidays
- 401k with a best-in-class company match
- deferred compensation for eligible roles
- fitness reimbursement or on-site fitness facilities
- eligibility for tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
