Product Operations Specialist-2

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 Product Operations Specialist-2 Who is Mastercard? Mastercard is a global technology company in the payments sector. We power payments and provide products and services for individuals and industries all around the world. Our people, technology, data and brand provide the capabilities that drive our success. We believe in connecting people to priceless possibilities. As a company, we know that our success is driven by the skills, experience, integrity and mindset of the talent we hire. By building an inclusive, world-class culture, our employees have once-in-a-career opportunities to be part of teams that have a greater impact on our community and our world. We invite you to join our team to find out how you too can start something priceless. Overview: The Customer Communication Specialist plays a critical role in ensuring that Mastercard’s Cross-Border Services Customers receive timely, accurate, and actionable information. This role bridges the gap between technical operations and customer-facing communication, helping to streamline the process, ensure accuracy, provide high quality information, and enhance the overall customer experience. Role: • Participate in a non-standard work week Monday – Friday, one position working an early morning shift. • Ensure a good customer experience for both external customers and internal stakeholders. • Develop and manage internal and external communications related to product updates, service changes, and operational enhancements. • Collaborate with product, technical, and regional teams to ensure alignment and readiness for customer-facing communications. • Monitor shared mailboxes and ticketing systems (e.g., Salesforce Service Cloud) to triage and escalate customer inquiries. • Draft, review, and publish customer communications in accordance with governance workflows and compliance standards. • Track and analyze customer feedback to improve communication quality, frequency, and effectiveness. • Ensure appropriate documentation of communications, communication processes and procedures. • Support the archiving and lifecycle management of customer-facing content. All About You: • Able to understand Cross-Border Services business with a solid understanding of the transaction processing flow. • Able to prioritize, manage, and organize multiple tasks concurrently while meeting deadlines. • Able to identify critical and priority issues, and proactively reprioritize daily tasks as needed. • Self-motivated individual who works successfully, ethically, and cooperatively in a team atmosphere. • Demonstrates exceptional written and verbal communication skills (in English), with the ability to understand and reframe content into customer-friendly language. Experience: • 4–6 years of experience in customer support, communications, or operations within the financial services or technology sector. • Capable of proof-reading and editing documents. • Demonstrated strong attention to detail and organization. • Experience working in a global, cross-functional environment. • Familiarity with APIs and ability to interpret payload data is a plus. • Proficiency in tools such as Excel, Sharepoint and MS Teams is required. • Proficiency in tools such as Splunk, and Salesforce Service Cloud is a plus. 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.