Specialist, Product Operations Client and Product Support
Posted today
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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
Specialist, Product Operations Client and Product Support The Specialist, Product Operations Client and Product Support, will be responsible for ensuring that all customer inquiries the Advisors Client and Product Support/CAPS Team receives are answered fully in a professional, timely manner that helps drive satisfaction and loyalty with MasterCard, Advisors and the products we support. These products include a wide range of Information Services products and services like PortfolioAnalytics, Location Services, Merchant Identifier, Local Market Intelligence and the Global Collections Only program and the product suite is ever expanding. We support over 10,000 internal and external users of these tools from all regions and have aggressive Service Level Agreement/SLA targets to meet or exceed. We have strong relationships with other customer service organizations throughout MasterCard and greatly value teamwork and collaboration. If you’re interested in driving engagement, satisfaction and loyalty in a fast-paced and ever changing environment then we’d love to have you as part of the CAPS Team.• Technical and general support is provided to customers following phone or email requests 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.
• Drive customer engagement and usage across select Information Services products.
• Engage with external customers to help them better understand select products and consult on how best to drive and derive insights and actionability.
Role
• Ensure that problems of varying complexity are resolved to the customer’s satisfaction which may include interfacing with appropriate support/development personnel to achieve problem resolution.
• Develop framework and tactics to increase usage among active users and drive usage reactivation efforts.
• Conduct training sessions and record webinars to drive engagement and usage in the region.
• Find creative solutions to problems and work with others to prioritize and implement them according to MasterCard and customer business needs
• Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution. Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via telephone and electronic communications.
• Provide product support, to become a subject matter expert in a range of MasterCard products and solutions, and work with customers to resolve any issues tied to supported products.
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.
• Some product and/or account management experience (Financial Institutions a plus)
• Ability to develop and conduct engagement and 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
• Multi- lingual (English, Spanish and Portuguese) a plus
• 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 PC skills that include Word, PowerPoint, Excel, and Access.
• Serve as focal point for customer issues, concerns and requests for enhancements.
• Capture detailed and accurate information about issues, concerns and enhancements.
• Work with global customers to complete service inquiries about MasterCard core applications and products.
• Collaborate with others in support of products, processes and problem resolution.
• Demonstrate the ability to negotiate, resolve and present to internal/external customers.
• 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.
• Good relationship management skills with regards to internal and external stakeholders and team members.
• Have some experience working in organizations with multiple levels, functions and regions.
• Able to communicate complex technical and business information in a clear and easy to understand manner both verbally and in writing.
• Experienced in a customer service role or Technical Service Desk
• 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.
Product Support Analyst
Posted 15 days ago
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Job Description
**What You'll Do on a Typical Day:**
**Case Management**
+ Responsible for providing 2nd-level product support. These cases could be related to product breakdown/defect or customer changes/maintenance to meet their travel program.
+ Maintain a good understanding of all AEGBT OBT/Approval products to ensure elite support for Amex GBT's OBT products.
+ Provide Issue triage, escalation, and resolution to include:
+ Ensure SLA agreements are adhered to for problem resolution
+ Provide communications to clients/fields on outages or enhancement
+ Provide subject matter expertise on travel industry practices and underlying industry technologies
+ Keep management advised of potential problem areas and call out any situation that may jeopardize AEGBT or vendor credibility
+ Create or modify product FAQ/instruction manual as necessary; this may include different versions or customized offerings of a product.
+ Liaise with Vendor Product Support and Product Managers to keep user documents, manuals, test plans, FAQs, etc., updated as needed
+ Resolve or escalate challenges
+ OBT Vendors
+ Airline, Hotel/Car Partners
+ GDS Partners
**What We're looking for:**
+ Ability to work with Global teams.
+ At least five years' experience in the travel industry with extensive experience in business/corporate travel operational reservation workflow procedures
+ Minimum 5 years knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus)
+ Should be open to working in shifts when required
+ Proficient in Microsoft applications; Outlook, Word, Excel, and PowerPoint
+ A shown background in client servicing.
+ Excellent business writing skills, to ensure documentation is written in a clear and concise manner
+ Strong prioritization and time management skills
+ Motivated and flexible to accommodate both internal and external clients
+ Strong decision-making capability
+ Must be Open for 24*7 Environment
+ Understanding of web technologies
+ Good understanding of desktop scripting, profile, mid-office, and online booking tools such as KDS, AeTM(eTravel), Concur, and GetThere.
+ Conversant in Web-based technology with technical and non-technical audience
+ Experience in product testing and quality assurance
**Location**
Gurgaon, India
**The #TeamGBT Experience**
Work and life: Find your happy medium at Amex GBT.
+ **Flexible benefits** are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
+ **Travel perks:** get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
+ **Develop the skills you want** when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
+ **We strive to champion Inclusion** in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
+ And much more!
All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.
Click Here ( for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.
Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement ( .
**What if I don't meet every requirement?** If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box;" please apply anyway. You may be exactly the person we're looking for!
Click Here to Learn More (
Product Support Analyst
Posted today
Job Viewed
Job Description
Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.
What You’ll Do on a Typical Day:
Case Management
What We’re looking for:
Location
Gurgaon, IndiaThe #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.
Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
And much more!
All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.
for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.
Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the .
What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!
Manager , Product Management
Posted today
Job Viewed
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 , Product Management Who is Mastercard?Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview
The Mastercard Move team is looking for a Regional Business Manager to drive our business strategy forward by consistently innovating and problem-solving. The ideal candidate is passionate about the money movement industry, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
Role
The scope of this new role is to be the chief business manager for Mastercard Move solutions in APAC. The role entails
1. Overall understanding of the money movement business and the key revenue and non-revenue drivers
2. A working understanding of industry wide developments, sizing, recent statistics, trends
3. A detailed working knowledge of all OFFICE tools and the ability to be nimble about presenting business and market data in compelling formats depending on the audience
4. Good background working in large matrixed organisations and an appreciation for stakeholder management
5. Working knowledge of the product, customers and key drivers for customer success along with the ability to process vast amounts of internal data to generate actionable insights for customers and internal stakeholders
All About You
1. Strong analytical skills
2. Ability to understand the overall business from a bird's eye view but also comfortable zooming in for analysis purposes
3. Comfortable with using AI tools to improve productivity
4. Proficiency in all MS OFFICE tools such as powerpoint, excel
5. Clarity in written and spoken communication and ability to break down a brief into a clear communication plan
For example:
The ideal candidate for this position should:
• Have held business manager roles in Payments, Banking or Financial services
• Continually look at the market and competition to see what is happening
• Be a strong, confident, and exacting writer and speaker, able to communicate your vision and roadmap effectively to a wide variety of stakeholders
• Always look for potential solutions to solve problems
Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.
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.
Director - Product Management
Posted today
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Description
What Does Success Look Like
Sprinklr is seeking an experienced and visionary Associate Director/Director of Product Management to lead our CCaaS product line. The ideal candidate will possess deep expertise in the CCaaS market, a strong
customer focus, and a proven ability to drive product innovation. This role will be pivotal in defining and executing the product strategy to ensure our CCaaS solutions remain at the forefront of the industry.
What You’ll Do
Product Strategy & Vision: Develop and communicate a compelling product vision and strategy for Sprinklr's CCaaS offerings, aligned with the company's overall goals and market needs.
Market Analysis: Conduct thorough market research and competitive analysis to identify trends, opportunities, and threats in the CCaaS landscape.
Roadmap Development: Create and maintain a comprehensive product roadmap, prioritizing features and enhancements based on market demand and strategic objectives.
Stakeholder Collaboration: Collaborate closely with engineering, sales, marketing, and customer success teams to ensure alignment on product development and go-to-market strategies.
Customer Engagement: Engage with customers to gather feedback, understand their needs, and ensure our products deliver exceptional value and user experiences.
Innovation & Improvement: Drive continuous product innovation and improvement to maintain a competitive edge and address evolving customer requirements.
Team Leadership: Lead, mentor, and inspire a team of product managers, fostering a culture of collaboration, excellence, and professional growth.
Performance Metrics: Define and track key performance indicators (KPIs) to measure product success and inform strategic decision-making.
Budget Management: Manage the product budget effectively, ensuring efficient allocation of resources and achievement of financial targets.
What Makes You Qualified
Education: Bachelor's degree in business, Engineering, Computer Science, or a related field; MBA or advanced degree preferred.
Experience: Minimum of 8 years of experience in product management OR management consulting focusing on Tech industry and strategy, with at least 5 years in a leadership role within the CCaaS or related industry.
Leadership Skills: Proven track record of leading and developing high-performing product teams.
Strategic Thinking: Ability to think strategically and translate market insights into actionable
product strategies.
Communication Skills: Excellent verbal and written communication skills, with the ability to effectively present to executive leadership and external stakeholders.
Customer-Centric: Passion for understanding and solving customer problems, with a focus on delivering exceptional user experiences.
Analytical Skills: Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
Agile Methodology: Experience with Agile/Scrum development methodologies.
Collaboration: Ability to work effectively in a cross-functional team environment and manage
multiple stakeholders.
Why You'll Love Sprinklr:
We're committed to creating a culture where you feel like you belong, are happier today than you were yesterday, and your contributions matter. At Sprinklr, we passionately, genuinely care. For full-time employees, we provide a range of comprehensive health plans, leading well-being programs, and financial protection for you and your family through a range of global and localized plans throughout the world.
For more information on Sprinklr Benefits around the world, head to to browse our country-specific benefits guides.
We focus on our mission: We founded Sprinklr with one mission: to enable every organization on the planet to make their customers happier. Our vision is to be the world’s most loved enterprise software company, ever.
We believe in our product: Sprinklr was built from the ground up to enable a brand’s digital transformation. Its platform provides every customer-facing team with the ability to reach, engage, and listen to customers around the world. At Sprinklr, we have many of the world's largest brands as our clients, and our employees have the opportunity to work closely alongside them.
We invest in our people: At Sprinklr, we believe every human has the potential to be amazing. We empower each Sprinklrite in the journey toward achieving their personal and professional best. For wellbeing, this includes daily meditation breaks and virtual fitness. We have continuous learning opportunities available with LinkedIn Learning and more.
EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a judgment-free zone regardless of gender, race, ethnicity, age, and lifestyle preference, among others. We value and celebrate diversity and fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we’re more innovative, creative, and successful.
Sprinklr is proud to be an equal-opportunity workplace and is an affirmative-action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. See also Sprinklr’s EEO Policy and EEO is the Law.
Director of Product Management
Posted 1 day ago
Job Viewed
Job Description
Key Responsibilities:
- Develop and articulate a compelling product vision and strategy that aligns with business objectives.
- Own the product roadmap, prioritizing features and initiatives based on market opportunities, customer needs, and business impact.
- Lead and mentor a team of talented product managers.
- Conduct in-depth market research, competitive analysis, and customer feedback gathering to identify new product opportunities.
- Collaborate closely with engineering, design, marketing, sales, and customer support teams to ensure successful product development and launch.
- Define and track key product metrics (KPIs) to measure success and inform future decisions.
- Act as the voice of the customer within the organization.
- Manage the entire product lifecycle from ideation to launch and iteration.
- Present product strategy and progress to executive leadership and other stakeholders.
- Foster a culture of innovation and continuous improvement within the product team.
- Bachelor's degree in Business, Computer Science, Engineering, or a related field. MBA is a plus.
- 8+ years of experience in product management, with at least 3 years in a leadership role.
- Demonstrated success in defining and launching complex software products.
- Strong understanding of agile development methodologies.
- Excellent analytical, problem-solving, and strategic thinking skills.
- Exceptional communication, presentation, and interpersonal skills.
- Proven ability to influence and collaborate with cross-functional teams.
- Experience with user research, market analysis, and competitive intelligence.
- Experience working in a remote-first or distributed team environment is highly desirable.
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