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MasterCard Director - Service Cloud in O'Fallon, Missouri

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 at https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html 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.

Job Title

Director - Service Cloud

Job Description:

We are looking for a motivated person to be a Director for the GCC Service Cloud. This person will be leading the Salesforce.com Service Cloud development team and driving the implementation of new innovation for the Customer Service Team and Mastercard. The team is global team and we need someone who can provide direction and drive future roadmap for this service. This role will be working with all levels in the organization. They will need to collaborate, prioritize, and ensure things get accomplished in a timely fashion.

The ideal candidate must be self-motivated with a proven track record in technologies and comfortable in the dynamic atmosphere of a technical organization. They must be organized and analytical, adept at working in a team environment, and able to handle multiple priorities.

Job responsibilities:

Manage a global development team supporting the Salesforce.com Service Cloud

Supporting career growth and raising the teams knowledge and abilities

Primary contact for business owners to work with

Responsible for prioritizing requirements and managing capacity.

Organizes and communicates the release plan and cadence

Coordinates with the QE and BizOps teams

Runs the PI planning and responsible for keeping ALM up to date.

Works with Security, Network, and Audit and Compliance teams as needed.


Prior Managerial Experience

Strong problem solving and troubleshooting skills with the ability to exercise mature judgment

Working knowledge of CRM applications

Excellent presentation, written/verbal communication, documentation, and client-facing skills, and a demonstrated ability to communicate with non-technical clients regarding technical issues


Salesforce.com hands on experience and/or certifications

SAFe/Agile Certifications a strong plus

Bachelor's degree in computer science, information systems, or other technology-related field

Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.

Mastercard is an inclusive Equal Employment 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.​

If you require accommodations or assistance to complete the online application 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.

Requisition ID: R-116934