Title and Summary

Director Program Management - Customer Success

Overview

We are seeking a highly skilled Director of Program Management to lead the planning, execution, and successful delivery of strategic programs within our Customer Success organization. In this role, you will have a significant impact on the customer journey, from onboarding through ongoing engagement. You will be responsible for gathering and analyzing customer feedback, generating actionable insights, and supporting decision-making at the executive level within the Customer Success department. . You will ensure high-quality project management, messure key KPIs and directly address "High-Risk" accounts to enhance customer satisfaction and retention.

About the Role

• Oversee the planning, execution, and delivery of multiple strategic programs within the Customer Success team.
• Collect and analyze customer feedback during both onboarding and ongoing service phases to generate insights for senior management.
• Manage high-risk accounts by identifying critical gaps, pain points, and opportunities for improvement.
• Monitor customer sentiment during project deployment and make recommendations for improvement.
• Ensure programs are aligned with business objectives, driving cross-functional collaboration to achieve success.
• Lead continuous improvement efforts based on customer feedback to enhance the overall customer experience.
• Maintain clear, proactive communication with stakeholders, including executives, and cross-functional teams.
• Foster a culture of accountability and performance across all initiatives, ensuring alignment with organizational goals.

Qualifications:
• Proven experience in program or project management, ideally within a Customer Success or customer-facing role.
• Strong background in gathering and analyzing customer feedback to generate actionable insights.
• Demonstrated ability to manage "High-Risk" accounts and deliver solutions that address key pain points.
• Excellent cross-functional collaboration skills, with experience leading teams across multiple departments.
• Strong knowledge of project management methodologies and tools, with a track record of delivering programs on time and within budget.
• Ability to manage complex programs and balance multiple priorities in a fast-paced environment.
• Exceptional communication skills with the ability to influence stakeholders at all levels.

Mastercard is an inclusive equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

Pay Ranges
New York City, New York: $154,000 - $246,000 USD