Manager – Support Operations & Process Improvements

Job description

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 – Support Operations & Process Improvements Overview We are seeking a highly analytical and operations-driven professional to manage customer support processes while driving project execution and automation initiatives using Alteryx or AI capabilities. This role sits at the intersection of customer experience, operational efficiency, and data automation, requiring a strong problem-solving mindset and the ability to translate business needs into scalable workflows. The Manager – Support Operations & Process Improvements within Client and Product Support Team will own the execution and continuous improvement of operational processes supporting the Network Distribution (also known as “Bulletins” / “One-to-Many”) channel. This role is responsible for ensuring accurate, timely, and scalable operations that directly enable invoicing integrity, revenue realization, and a high-quality customer experience. This is a manager-level individual contributor role requiring end-to-end ownership of complex workflows, strong cross-functional collaboration, and a focus on driving automation and operational efficiency using Alteryx. Key responsibilities include driving process standardization, identifying and resolving operational gaps, and leading automation initiatives to reduce manual effort and improve accuracy. The role will partner closely with stakeholders across Sales, Finance, Customer Success, Account Management, Billing Services, Insights & Enablement, and other support functions to deliver seamless execution and continuous improvement. Success in this role requires a strong data-driven mindset, hands-on expertise in Alteryx/Automation, and the ability to influence outcomes across teams without direct authority. The individual will also contribute to enhancing stakeholder engagement, customer satisfaction, and overall program performance. As the program continues to expand, this role may evolve to support additional billing and operational activities across the broader Services organization. If you thrive in a fast-paced, high-impact environment and are passionate about driving automation, efficiency, and customer experience, this is an opportunity to play a key role within the CAPS team Role and Key Responsibilities: • Customer Support Management o Act as a point of contact for customer queries, issues, and escalations o Ensure timely resolution and high-quality support delivery aligned with SLAs o Analyze support trends to identify recurring issues and improvement opportunities o Handle critical escalations and drive resolution with a customer-first approach o Establish performance metrics, monitor team productivity, and drive continuous improvement • Project & Operations Management o Manage end-to-end execution of operational projects, ensuring timelines and quality standards are met o Collaborate with cross-functional teams (Product, Sales, Compliance, Tech) to drive initiatives o Develop and maintain process documentation and SOPs for operational workflows • Alteryx & Data Automation o Design, build, and optimize Alteryx workflows to automate manual processes o Integrate data from multiple sources (SQL, APIs, flat files) to create scalable solutions o Ensure data accuracy, integrity, and governance across workflows o Support reporting and dashboarding needs by preparing clean datasets o Lead the design and implementation of scalable Alteryx workflows to automate manual processes o Set best practices for data automation, governance, and workflow optimization o Work closely with data and engineering teams to integrate multiple data sources (SQL, APIs, etc.) o Drive adoption of automation solutions across teams • Continuous Improvement o Identify inefficiencies in existing processes and implement automation solutions o Drive data-backed decision-making through analysis and reporting o Recommend and implement best practices in operations and support • Data-Driven Decision Making o Leverage data to identify trends, inefficiencies, and opportunities for improvement o Build and review dashboards/reports to track operational and support performance o Present insights and recommendations to senior stakeholders • Technical and general support/knowledge of all aspects of how Mastercard bills to help resolve issues and inquiries from both internal and external customers. • You will need to bring with you to this role your drive to learn and develop as well as demonstrate effective communication skills in both written and verbal forms. • Engage with internal and external customers to help them better understand select products and processes that are part of the Bulletins world. • Manage all aspects of the “Opt-Out” Process • Uncover and drive process improvement initiatives to steadily improve all aspects of Bulletins and Services billing operations All About You • Strong problem solving skills with the ability to analyze a situation by breaking down into its components and applying a detailed approach with different levels of solutions based on the situation. • Ability to develop and conduct training sessions across multiple products, clients and geographies with a consultative flair • Previous experience in working in a cross functional environment where influence management is required • Bachelor’s degree or equivalent combination of education and experience. • Strong knowledge of payments/card industry preferred. • Possess excellent interpersonal skills and written and verbal communication skills along with superior customer service skills. • Strong hands-on expertise in Alteryx (workflow design, optimization, and automation at scale) • Proficiency in SQL and working with large datasets • Proven experience managing cross-functional projects and stakeholders • Experience with CRM tools and other (e.g., Salesforce, JIRA, or Remedy) • Familiarity with BI/visualization tools (Tableau, Power BI) • Experience in fast-paced or compliance-driven environments • Serve as focal point for customer issues, concerns and requests for enhancements. • Simulate or recreate user issues to resolve operating difficulties. • Ability to interact with customers as well as MasterCard management to articulate key performance indicators and action plans. • Have some experience working in organizations with multiple levels, functions and regions. • Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required • Proven ability and excellent track record in meeting and exceeding customer specific SLA's coupled with solid problem solving skills • Ability to work in a complex and changing environment that requires both flexibility and creativity to succeed. • Must demonstrate effective leadership, negotiation and problem resolution skills Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: 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.