Lead Technical Program Manager Job Listing at Mastercard in Arlington, VA (Job ID R-225925)

Description

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.

Title and Summary

Lead Technical Program Manager Overview:
Mastercard is seeking a Lead Technical Program Manager to join our Customer Support team. In this role, you will be at the forefront of driving the successful execution of projects and programs that elevate our customer interactions, ensuring exceptional user experiences and satisfaction. You will be instrumental in coordinating efforts across engineering, product management, and other key stakeholders to deliver high-quality products and services. The ideal candidate will have a strong technical background, excellent project management skills, and a passion for delivering innovative solutions in a fast-paced environment.

The Customer Support team is part of Mastercard's Technology Foundations Program. CUSP is a small, flexible team. Every team member contributes to designing, building, and testing solutions to provide our customer programs with the best developer experience. There are no rigid organizational structures, and each team uses processes that work best for team members and projects.

Role:
• Break down complex problems from ideation to execution, negotiate priorities, and manage resources effectively to deliver on time and within scope.
• Oversee project planning, execution, and delivery, ensuring that all internal and external dependencies are accounted for and that blockers are swiftly resolved.
• Drive the vision for the customer support team, prioritize workstreams, and manage the end-to-end engineering delivery process, optimizing the sequencing of work for maximum efficiency.
• Collaborate across teams, managing dependencies, influencing vendors, and effectively communicating the impact of solutions to stakeholders at all levels.
• Lead cross-functional projects aimed at improving customer satisfaction, develop detailed project plans, and serve as the primary point of contact for stakeholders.
• Work closely with product managers, engineers, and designers to enhance the customer experience through data-driven insights and innovative solutions.
• Prioritize customer needs in all decisions, conduct retrospectives, and translate business requirements into technical tasks that the engineering teams can execute.
• Identify technical risks early in the project lifecycle and contribute to the overall Customer Experience strategy, ensuring alignment with broader business goals.
• Conduct meaningful retrospectives with your team(s) to recommend and implement improvements, driving efficiency and better outcomes.
• Maintain rigorous quality assurance processes, monitor performance metrics, and implement necessary improvements to meet or exceed KPIs and SLAs.
• Generate and analyze reports that highlight key performance indicators and service level agreements for various audiences, ensuring transparency and continuous improvement.
• Acquire a deep understanding of the systems involved, including functionality, architecture, dependencies, and runtime properties. This includes grasping business requirements, Mastercard customer experience, back-office systems, technical stack, data flows, and support strategies.

All About you:
• Experience in Technical Program Management, with a proven track record of leading complex, cross-functional projects.
• Experience working closely with engineering teams, along with the ability to understand and actively engage in technical issues and solutions.
• Previous experience in software engineering, development, data analysis, data management, product development, or quality assurance.
• Experience in Agile/Scrum methodologies with demonstrated experience managing multiple projects simultaneously.
• Strong analytical and problem-solving abilities, with a focus on delivering solutions that meet both technical and business needs.
• Proficiency in project management tools and software (e.g., JIRA, MS Project, Confluence).
• Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and concisely to both technical and non-technical stakeholders.
• Strong analytical ad problem-solving abilities, with a focus on improving processes to accelerate delivery, foster innovation, reduce costs, and improve quality.

#LI-NF1 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

Arlington, Virginia: $129,000 - $215,000 USD

 Apply on company website