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Mastercard · 3 weeks ago

Manager, Enterprise Operations (Audio / Visual)

Miami, Florida

Full-time

Onsite

Mid, Senior Level

$122K/yr - $207K/yr

Mastercard is a global technology company in the payments industry, focused on connecting and powering an inclusive digital economy. The role of Manager, Enterprise Operations involves leading multimedia services, implementing strategic projects, and managing audio-visual technology solutions to enhance employee experiences.

FinanceFinancial ServicesInformation TechnologyPayments

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Plan and implement strategic refresh projects within the region

Collaborate with local stakeholders (e.g. end users, Real Estate Services, Network Engineering, and vendors) to simplify and modernize audio visual experiences

Facilitate final acceptance of solutions and projects to the Multimedia Services Operations Team leveraging the standard processes and documentation

Be the product owner for an audio-visual technology (e.g. video conferencing, wireless content sharing, room schedulers, or electronic bulletin boards/digital signage)

Lead resolution and problem management for video conferencing technology in meeting rooms/spaces, scheduling panels, wireless content sharing, and electronic bulletin boards

Collaborate with other engineering teams (e.g. Network operations) for break/fix

Facilitate meetings or tasks with external break/fix vendors

Provide service management of audio-visual products within the region

Manage ITSM process for ticketing, incident reporting/resolution, and monitoring

Contribute to monthly operational metrics and insights

Contribute input/feedback into global standards and processes

Manages and coordinates the daily activities of the operational support team and provides advanced technical support for Mastercard’s technology operations environment

Collaborates with program owners to ensure center wide disaster recovery processes are in place and the networking environment is operating efficiently

Interfaces with customers to provide the full spectrum of ITSM-related practices, including incident, problem, change and capacity management, and reporting activities, and serves as an escalation point for issues that arise

Supports development and implementation of standards, procedures, and processes for the operational support team and implements transformational change initiatives

Owns vendor relationships, serving as the day-to-day point of contact for third parties and escalates any vendor issues as they arise to resolve in a timely manner

Evaluates and coaches others in tracking function performance according to established KPI's and recommends improvements

Identifies opportunities for policy changes, presents proposed changes to management, and creates plans for implementation

Manages a team, conducts goal setting, performance appraisal processes, guides and coaches own team and others, and is involved in workforce planning

Supports activities related to the deployment, monitoring, troubleshooting, and resolution of systems and applications in the wider Collaborations Tools and Employee Digital Experience (EDE) groups within Mastercard

Qualification

Audio-Visual TechnologyCustomer ServiceProject ManagementPolycom Video ConferencingCrestron ElectronicsCollaboration PlatformsTechnical SupportTeam ManagementCommunication Skills

Required

Demonstrated focus and success on customer service

A strong, confident, and exacting writer and speaker, able to communicate issues, status, resolution and root cause analysis to stakeholders and management

Proven experience as a people leader with direct reports to provide management, guidance and support for less experienced team members

Knowledge or experience working with Polycom Video Conferencing equipment, and Crestron Electronics

Experience in installation, configuration and management of AV technologies within a global enterprise (e.g. videoconferencing codecs, audio DSP, wireless sharing devices, control systems, room schedulers, digital media switchers, transmitter and receiver technology)

Proficient in technical infrastructure (e.g. audio visual, network, security)

Knowledge of collaboration platforms (e.g. Microsoft Teams, Zoom, Webex)

Provides routine technical support and maintenance for Mastercard's operations environment with an emphasis on networking technologies

Clarifies common customer problems and provides resolutions for simple system failures or degradations according to standard protocols

Recommends areas for network enhancements and assists with implementing basic changes within the program environment

Supports customer interactions to provide infrastructure related services, including incident, problem, change and capacity management, and reporting activities

Skills and experience operating as a project manager in the audio / visual design space, preferred

Benefits

Insurance (including medical, prescription drug, dental, vision, disability, life insurance)

Flexible spending account and health savings account

Paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)

80 hours of Paid Sick and Safe Time

25 days of vacation time and 5 personal days, pro-rated based on date of hire

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

Company

Mastercard

Glassdoor4.2

Mastercard is a financial network that processes payments between banks and cardholders.

Founded in 1966

Purchase, New York, USA

10001+ employees

http://www.mastercard.com

H1B Sponsorship

Mastercard has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (540)

2024 (319)