Product Operations Specialist-2

Company Overview

Mastercard is a global technology leader in the payments industry, operating in over 200 countries and territories. Our mission is to power economies and empower people by providing secure, intelligent digital payment solutions accessible to all. By leveraging our technology, partnerships, and innovative products, we enable individuals, businesses, and governments to unlock their full potential in a sustainable economy.

Role Summary

The Product Operations Specialist-2 acts as a crucial intermediary ensuring effective and timely communication for Mastercard’s Cross-Border Services customers. This position facilitates seamless interactions between operational teams and customers, enhances information accuracy, and contributes to an improved customer experience.

Key Responsibilities

• Work on a non-standard schedule from Monday to Friday, including early morning shifts for certain roles.
• Deliver an exceptional customer experience for both external clients and internal teams.
• Create and oversee communications regarding product updates, service modifications, and operational improvements for customers and staff.
• Coordinate with product managers, technical teams, and regional groups to align and prepare customer communications.
• Monitor incoming customer queries via shared mailboxes and ticketing platforms like Salesforce Service Cloud, ensuring timely triage and escalation.
• Compose, review, and distribute communications adhering to governance and compliance standards.
• Gather and analyze customer feedback to enhance the quality and frequency of communications.
• Maintain thorough documentation of communication procedures and content.
• Support the management and archiving of customer-facing content throughout its lifecycle.

Candidate Profile

• Strong grasp of Cross-Border Services operations and transaction processing flow.
• Ability to juggle and prioritize multiple tasks effectively while meeting deadlines.
• Identifies critical issues promptly and adjusts priorities accordingly.
• Self-driven, ethical, and collaborative team player.
• Exceptional written and verbal English communication skills; capable of translating technical material into customer-friendly language.

Experience & Skills

• 4 to 6 years’ experience in customer support, communications, or operations within financial services or technology sectors.
• Proficient in proofreading and editing documents with keen attention to detail.
• Experienced in working within global, cross-functional teams.
• Familiarity with APIs and interpreting payload data is advantageous.
• Strong skills with Excel, SharePoint, and MS Teams are required.
• Knowledge of Splunk and Salesforce Service Cloud platforms is a plus.

Corporate Security Responsibilities

• Comply with Mastercard’s security policies and procedures.
• Ensure confidentiality and integrity of accessed information.
• Report any suspected breaches or security violations immediately.
• Complete all mandatory security training sessions as per corporate guidelines.