Manager, Contact Center

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

Manager, Contact Center

We are seeking a bilingual strategic and customer-focused Cross-Border Manager to lead day-to-day customer support operations across multiple service programs and geographies. This role is responsible for ensuring exceptional service delivery to customers and strategic partners with Mastercard product and service agreements, while driving operational excellence and cross-functional collaboration.

Key Responsibilities:

• Elevate the customer experience by managing daily support services across all contact center programs for cross-border customers and partners.
• Resolve complex and escalated customer issues, providing operational leadership and timely solutions that reflect the voice of the consumer.
• Build and maintain strong customer relationships to ensure satisfaction, loyalty, and retention.
• Collaborate with internal stakeholders to support the development and enhancement of XBS products, services, and technologies.
• Leverage deep technical knowledge of Mastercard products and services to guide teams in resolving customer challenges.

• 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.