Director, Customer Technical Services (Contact Center Lead)

About the role

Mastercard is seeking a senior leader to head its Customer Technical Services for the Cross‑Border Services portfolio. Based in Mexico City, the Director will oversee a global contact centre supporting customers in Manila and Mexico, driving service excellence for cross‑border payment solutions.

Key responsibilities

• Develop and implement policies, procedures and service standards for customer correspondence, exception payment handling and issue resolution.
• Establish controls to meet targeted service levels and ensure regulatory, information‑security and internal compliance.
• Design, implement and oversee end‑to‑end workflows, including an efficient escalation process for all customer inquiries.
• Communicate trends and service issues to senior leadership and provide actionable insights.
• Identify operational inefficiencies, lead process‑improvement initiatives and automation to enhance customer experience.
• Perform resource and capacity forecasting, planning and staffing for the contact‑centre teams.
• Provide ongoing coaching, training, development, goal setting and performance appraisals for team members.

Required profile

• Deep understanding of the payments ecosystem, especially cross‑border transactions.
• Proven senior leadership experience managing large, multi‑location contact‑centre operations.
• Strong strategic thinking and ability to drive initiatives across global teams.
• Excellent communication skills with senior stakeholders.

Required skills

What we offer

• Opportunity to lead a high‑impact global service function within a leading payments company.
• Collaborative environment with a focus on innovation and customer success.