Product Manager, Operational Excellence, MDES
Mastercard
- Lisboa
- Permanente
- Horário completo
- Plan, scope and lead the implementation of product and operational service improvement initiatives to drive continuous improvement of the product quality and customer experience
- Conduct analysis of support requests, escalations and system reports to identify and investigate recurring issues and define improvement strategy and recommendations
- Perform technical analysis of product, underlying technology and connected downstream systems to identify the root cause of issues, define improvement recommendations, and to ensure that business and functional requirements can be met
- Lead cross-functional initiatives and manage the improvement plans/projects end-to-end
- Define and own the roadmap for product quality and operational improvement features
- Contribute to the broader product strategies, plans, and product modernization roadmaps
- Manage defect resolution process and support timely resolution of errors, and escalations
- Handle complex issues, investigations, route-cause analysis, and support resolution of complex customer support requests and TRT escalations
- Partner with key stakeholders across the organization, including product owners, solution designers, customer support teams, developers to develop and deliver product enhancements and operational process improvements
- Operate across geographical and time zones
- Monitor, develop and optimize L1/L2/L3 operational and engineering support processes
- Manage, monitor and improve defect resolution process and support timely resolution of defects, errors, and escalations
- Work with testing teams to develop and execute complex test plans and ensure product readiness
- Manage release planning, prioritization, capacity management, work allocation to engineering teams
- Assess, prioritize and manage multiple requests, priority calls and escalations
- Ensure compliance with the company policies, processes, and governance
- Track, manage and escalate if required risks and dependencies
- Prepare support materials and product documentation
- Deliver regular training and updates to support teams
- Provide guidance and knowledge transfer to other team members
- Technical product management experience in B2B applications and services
- Strong technical knowledge and readiness to learn/navigate your way through complexity
- Capability to operate efficiently in fast-paced matrix environments under time pressure
- Demonstration of Agile concepts and implementation approaches
- High-energy, detail-oriented, proactive and resourceful problem solver
- High degree of initiative and self-motivation with a willingness and ability to learn and take on challenging opportunities and function independently with little supervision
- Strong communication skills, both verbal and written, with strong relationship, collaborative and organization and management skills
- Ability to work with cross-functional, geographically distributed teams and vendors
- Bachelor’s degree in Information Technology, Computer Science, or Management Information Systems or equivalent combination of relevant experience and education
- 5+ years professional experience with demonstrable track record
- Must have advance programming knowledge / ability to read and understand code (Phyton, Java, C++, XML, JSON, etc.)
- Skilled in using Confluence, Jira, AHA, Domo, or similar tools
- You are an analytical problem solver with high-energy, detail-oriented, and proactive with the ability to function in an independent environment
- You have strong organizational, planning and execution skills and ‘can-do’ and ‘will-do’ attitude
- Technical expert experienced in delivering, managing or supporting successful software applications
- Understand technologies supporting the platform/product and able to hold your own in debates with other Product Managers, Engineers, Architectures and Developers
- Have good verbal and written communication skills, proficient in operating in cross-functional teams, with the ability to communicate with all levels of management
- Experienced in building organizational relationships, partnering with and influencing teams while commanding the respect of the individuals on the team
- Have strong level of programming knowledge and ability to read and understand code (Phyton, Java, C++, XML, JSON, etc.)
- Experience with some of the following: software design, development, testing, software quality improvement, L2/L3 support would be a big plus
- Skilled in operating in complex matrix structures and working in fast paced environments with different teams, across different time zones, and delivering multiple projects to deadlines