Director Program Management - Customer Success

$154,000 - $246,000/Yr

Mastercard - New York, NY

Full-time - Senior

New York, NY

Credit Intermediation and Related Activities

About the position

The Director of Program Management for Customer Success is responsible for leading the planning, execution, and successful delivery of strategic programs within the Customer Success organization. This role significantly impacts the customer journey, focusing on onboarding and ongoing engagement, while ensuring high-quality project management and addressing high-risk accounts to enhance customer satisfaction and retention.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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