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Manager – Support Operations & Process Improvements
Full-time
Mastercard is seeking a highly analytical and operations-driven professional to manage customer support processes while driving project execution and automation initiatives using Alteryx or AI capabilities. This role sits at the intersection of customer experience, operational efficiency, and data automation, requiring strong problem-solving skills and the ability to translate business needs into scalable workflows.
Key responsibilities
Act as a point of contact for customer queries, issues, and escalations, ensuring timely resolution aligned with SLAs.
Analyze support trends to identify recurring issues and improvement opportunities.
Design, build, and optimize Alteryx workflows to automate manual processes.
Integrate data from multiple sources (SQL, APIs, flat files) to create scalable solutions.
Drive data-backed decision-making through analysis, dashboards, and reporting, and lead continuous improvement initiatives.
About you
Strong hands-on expertise in Alteryx (workflow design, optimization, and automation at scale).
Proficiency in SQL and working with large datasets.
Proven experience managing cross-functional projects and stakeholders, with CRM tools such as Salesforce or JIRA.
Familiarity with BI/visualization tools such as Tableau or Power BI and experience in fast-paced, compliance-driven environments.
