Consumer Support Services Manager

About the role

Mastercard is seeking a Consumer Support Services Manager to lead the first line of defense in elevating consumer servicing across key performance indicators and service level agreements. This role will oversee third‑party vendors and partners, ensuring delivery within budget and compliance with Mastercard standards.

Key responsibilities

• Manage 3rd‑party suppliers, vendors, and partners responsible for end‑consumer experiences, holding them accountable to contractual performance levels.
• Identify and act on opportunities to improve consumer experiences using internal and external data insights.
• Forecast, track, and re‑forecast financial metrics, ensuring budget adherence.
• Collaborate with internal and external business stakeholders to align objectives and drive results.
• Follow Global Customer Delivery & Care governance processes and regulatory compliance requirements.

Required profile

• Strong focus on consumer needs and delivering best‑in‑class experiences.
• Proactive in reviewing and improving business processes.
• Experience with process mapping and flow analysis.
• Ability to manage cross‑functional teams and external partners.

Required skills

What we offer

• Opportunity to work for a global technology leader in the payments industry.
• Impactful role shaping consumer experience across multiple markets.
• Collaborative environment with a focus on sustainability and inclusion.