Senior Specialist, Product Management - AI Fraud & Security Solutions

About the position

The Senior Specialist, AI Fraud & Security Solutions will help customers see the full value of the C&I Artificial Intelligence suite of products by maximizing product usage through improved visibility of customers performance on risk management across portfolios, improved customer knowledge and understanding of Mastercard's fraud solutions, increased and optimized utilization of Mastercard's fraud solutions, and optimized usage of the Mastercard network and authorization strategies. The role involves engaging regularly with customers, analyzing performance trends, collaborating with product leads, and building case studies and reports.

Responsibilities

• Engage regularly with customers to capture their experiences with our services and identify opportunities for continuous improvement
• Analyze customer performance and trends for risk management KPIs
• Collaborate closely with product leads both regionally and globally to drive customer engagement and provide feedback to the product development and management teams
• Identify areas of product cross sell among the suite of AI fraud solutions
• Build case studies and reports at a regional level to incorporate in internal and external communications
• Assess customer's authorization and fraud performance via structured data
• Generate authorization and fraud performance presentations that reflect the customer's reality
• Capture customer's understanding of Mastercard's AI based fraud solutions and tailor training session to level set knowledge
• Build and deliver risk performance review
• Build and deliver product utilization review
• Support customers during fraud attacks
• Manage customer onboarding activities
• Communicate customer feedback to appropriate teams to enhance the client experience
• Assist with customer training and creating best practice documentation including industry knowledge and platform use
• Support the resolution of customer specific issues/concerns

Requirements

• Bachelor's degree in business, marketing, finance, information systems or a related field
• Experience in fraud management (rule writing and data analysis essential)
• Experience in customer relationship management
• Technologically savvy with the ability to understand and translate complex technical details into simple business concepts
• Strong analytical skills with ability to mine and interpret data
• Strong organizational skills with the ability to learn quickly and multi-task across multiple projects concurrently in a fast-paced environment
• Excellent communication and interpersonal skills
• Experience interacting with customers and asking effective, forward-thinking questions
• Knowledgeable in key metric identification for driving and maintaining healthy business and AI model performance
• Must have excellent computer skills and be highly proficient in the use of Microsoft applications (Excel, PowerPoint)
• Experience working with business intelligence tools such as Power BI and Tableau to analyze and visualize data effectively
• Flexible and solution-oriented, comfortable dealing with ambiguity
• Excellent relationship building skills; able to build and maintain strong, positive working relationships across multiple business functions and region

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