Manager, Service Management Engineering

About the role

Mastercard is seeking a dynamic and experienced Customer Support & Operations People Manager to lead a high‑performing team that resolves customer tickets, coordinates across functions, and drives operational response. The role blends strong technical knowledge with leadership to continuously improve ticket resolution and collaboration workflows.

Key responsibilities

• Lead, mentor, and develop a team of engineers and collaboration specialists handling complex customer issues.
• Triaging incoming work‑orders, escalating complex problems, and ensuring timely resolution.
• Coordinate with internal groups such as Business Operations, Customer Technical Services, Program and Product Development.
• Conduct regular 1:1 meetings, performance reviews, and provide coaching.
• Define and enforce standards and best practices to deliver a smooth customer experience.

Required profile

• Proven experience managing customer support or operations teams.
• Strong technical foundation and ability to understand complex service issues.
• Excellent leadership and communication skills.
• Passion for continuous improvement and process optimization.

Required skills

What we offer

• Opportunity to work within a global payments technology leader.
• Collaborative, inclusive culture that values diverse perspectives.
• Access to innovative projects shaping the digital economy.