Senior Escalation Manager

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, 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

Senior Escalation Manager

Our Purpose

We work 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. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better business results.

Role Overview

The Senior Project Manager will own the success of our most critical projects and will build and lead a team of Project Managers. This role involves overseeing project coordination, managing timelines, and ensuring efficient client onboarding and support. The Senior Project Manager acts as a liaison between clients and Project Managers, ensuring client needs are met promptly and effectively. The role also focuses on improving internal processes, collaborating with teams such as Customer Success and Support, and driving quick value realization for customers of all sizes. Proven experience working with enterprise customers is essential.

This role requires strong organizational skills, stakeholder management, the ability to work in a fast-paced environment, manage multiple priorities, and excellent communication skills to push clients, raise flags, and ensure smooth project execution.

Key Responsibilities

1. Client Interaction: Serve as the primary point of contact for key clients, addressing their needs and concerns promptly.
2. Strategic Planning: Contribute to strategic planning and decision-making processes to drive project success.
3. Project Coordination and Execution: Oversee and manage multiple projects simultaneously, ensuring timely and within scope completion.
4. Team Leadership: Hire, lead, and mentor a team of Project Managers, providing guidance, support, and professional development.
5. Timeline Management: Develop and maintain project timelines, ensuring milestones are met and schedules adjusted as needed.
6. Risk Management: Identify risks and develop mitigation strategies to ensure project success.
7. Prioritization: Prioritize tasks and projects to address the most critical issues first.
8. Communication: Facilitate clear communication between clients, Project Managers, and stakeholders.
9. Team Support: Support Technical Account Managers, providing guidance and resolving issues.
10. Performance Monitoring: Track project progress and performance, providing updates to senior management.
11. Documentation: Write documentation, articles, and tutorials to improve project practices.
12. Process Improvement: Continuously evaluate and improve internal processes for efficiency.

Optimal Skills for Success

• 3+ years of experience managing complex projects in a B2B SaaS environment.
• Strong understanding of SaaS products and technology stacks.
• Leadership skills to lead and mentor teams.
• Experience with hiring and building project teams.
• Excellent verbal and written communication skills.
• Exceptional organizational skills.
• Strong problem-solving skills.
• Customer-centric approach.
• Familiarity with Agile methodologies and tools like Jira, Trello, or Asana.
• Knowledge of e-commerce terms and configurations (preferred).
• Business fluency in English.
• Ability to work under stress and maintain poise.
• Ownership and accountability.
• Ability to work in a fast-paced environment and collaborate in teams.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks involve inherent risks. Every employee or representative must:

• Abide by Mastercard's security policies and practices;
• Ensure confidentiality and integrity of accessed information;
• Report security violations or breaches;
• Complete mandatory security training as per guidelines.