Customer Service Program Lead Jobs in Dubai | Mastercard Careers

Customer Service Program Lead Jobs in Dubai | Mastercard Careers

Job Responsibilities:

• Represent the customer service business unit within the overall organizational structure, to define business unit requirements, timelines, strategies, market acceptance, training needs, while driving solutions within a matrixed environment.
• Represent the voice of the customer within the team and convey story details to the Product/ Business owners; make autonomous decisions, quickly and thoughtfully, to move delivery forward in alignment with overall product vision and strategy.
• Manage Organization Change Management and communication plans across internal business units while maintaining process integrity/governance within the organizational structure.
• Define, develop, and deliver innovative and transformative business initiatives benefiting customers, products, and agents.

Job Requirements:

• 5-10+ years of Program Management experience working in a fast-paced, dynamic setting, with customer service (Contact Center) experience (required)
• 3+ years in the Payments, Card, Banking, Technology space (preferred)
• Agile, Sales Force- Cloud, Rally Software, AHA, & various contact center processes (COPC: handle times, abandon, skill-based routing, capacity, duration, etc)
• Elaboration, Feature, Story concepts