Technical Program Manager

7 days ago

Arlington, Virginia, United States MasterCard Full time
About the Role

We are seeking a highly skilled Technical Program Manager to join our Customer Support team at Mastercard. As a key member of our team, you will be responsible for driving the successful execution of projects and programs that elevate our customer interactions, ensuring exceptional user experiences and satisfaction.

Key Responsibilities
  • Break down complex problems from ideation to execution, negotiate priorities, and manage resources effectively to deliver on time and within scope.
  • Oversee project planning, execution, and delivery, ensuring that all internal and external dependencies are accounted for and that blockers are swiftly resolved.
  • Drive the vision for the customer support team, prioritize workstreams, and manage the end-to-end engineering delivery process, optimizing the sequencing of work for maximum efficiency.
  • Collaborate across teams, managing dependencies, influencing vendors, and effectively communicating the impact of solutions to stakeholders at all levels.
  • Lead cross-functional projects aimed at improving customer satisfaction, develop detailed project plans, and serve as the primary point of contact for stakeholders.
  • Work closely with product managers, engineers, and designers to enhance the customer experience through data-driven insights and innovative solutions.
  • Prioritize customer needs in all decisions, conduct retrospectives, and translate business requirements into technical tasks that the engineering teams can execute.
  • Identify technical risks early in the project lifecycle and contribute to the overall Customer Experience strategy, ensuring alignment with broader business goals.
  • Conduct meaningful retrospectives with your team(s) to recommend and implement improvements, driving efficiency and better outcomes.
  • Maintain rigorous quality assurance processes, monitor performance metrics, and implement necessary improvements to meet or exceed KPIs and SLAs.
  • Generate and analyze reports that highlight key performance indicators and service level agreements for various audiences, ensuring transparency and continuous improvement.
  • Acquire a deep understanding of the systems involved, including functionality, architecture, dependencies, and runtime properties. This includes grasping business requirements, Mastercard customer experience, back-office systems, technical stack, data flows, and support strategies.
Requirements
  • Experience in Technical Program Management, with a proven track record of leading complex, cross-functional projects.
  • Experience working closely with engineering teams, along with the ability to understand and actively engage in technical issues and solutions.
  • Previous experience in software engineering, development, data analysis, data management, product development, or quality assurance.
  • Experience in Agile/Scrum methodologies with demonstrated experience managing multiple projects simultaneously.
  • Strong analytical and problem-solving abilities, with a focus on delivering solutions that meet both technical and business needs.
  • Proficiency in project management tools and software (e.g., JIRA, MS Project, Confluence).
  • Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely to both technical and non-technical stakeholders.
  • Strong analytical and problem-solving abilities, with a focus on improving processes to accelerate delivery, foster innovation, reduce costs, and improve quality.
About Mastercard

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience, and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role.

Mastercard benefits for full-time (and certain part-time) employees generally include insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 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, gender-inclusive benefits, and many more.

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