Director, Content Strategy & Development

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Director, Content Strategy & Development

Summary:
Content Strategy and Development (CS&D) provides the technical and operational information that customers and stakeholders need to do business with Mastercard. CS&D is committed to driving the business goals of Mastercard by maximizing the impact of content. We foster solutions to provide the right content, to the right stakeholders, in the right format, at the right time. We accomplish this goal by collaborating with business partners to understand customer needs and deliver timely, high- quality information in a wide range of media and languages.

Overview:
This position involves contributing and supporting the technical publication strategy and directly managing a team of managers and authors responsible for creating and delivering technical content and publications about Mastercard products and services for our customers. The position involves performing all stages of the processes to manage timely content delivery, communications schedules and publish technical content in multiple formats. It also includes researching, evaluating, selecting, and implementing new enterprise-wide processes and technologies..

• Are you passionate about technology and finding new ways of doing things that challenge the status quo?
• Do you enjoy finding new solutions for delivering digital content?
• Do you enjoy working on a team that interfaces with business partners across the globe?
• Do you enjoy creating technical documents (Manuals, Announcements, Bulletins, and API & SDK References Documents)?

Role:
• Leads multiple lines of business in alignment with established strategic direction
• Contributes and supports implementation of the departmental content strategy, taxonomy, and information architecture
• Collaborates closely with multiple areas of the business to ensure documentation aligns with the business strategy, continuously evolves to align with industry standards and meets customer needs. This includes overseeing authoring of content to support an Agile product development cycle.
• Sets and evaluates performance against standards to identify operational inefficiencies and implement initiatives for improvement
• Interfaces with program leads to determine the appropriate placement of technical content solutions and applications on the Platform Maturity matrix
• Assumes ultimate responsibility to address and resolve complex issues escalated by Managers
• Leverages technical expertise and knowledge of industry trends to contribute to Mastercard's intellectual capital and implement best practices
• Presents to and consults with other parts of the business to communicate the CS&D value proposition to optimize technical communications; collaborates with other functions to develop a scalable content strategy
• Performs financial planning, forecasting, and budget tracking as well as resource and capacity planning for team
• Formally supervises and coaches a large group and/or teams and ensures compliance to goal setting and performance appraisal process
• Helps identify and coach top talent within own teams

All about you:
• Previous experience managing a team of technical writers supporting multiple products preferred, including experience publishing content utilizing a content management system, such as Ixiasoft.
• Technical documentation experience and understanding of DITA architecture.
• Experience with technology enablement – specifically around leveraging AI/automation capabilities to streamline content generation.
• Demonstrated success at cultivating strategic internal and external relationships to remove process challenges and elevations, addressing potential issues before they arise
• Ability to influence and engage senior leaders to support transformational change
• Extensive experience growing and motivating a team to instill a customer-centric culture in junior level colleagues; coaches members through career milestones and progression
• Experience consulting with other parts of the business to identify opportunities to align Mastercard's technical roadmap and content strategy
• Demonstrated technical expertise and ability to develop departmental content strategy, taxonomy, and information architecture
• Experience analyzing performance against standards and identifying issues and/or operational inefficiencies
• Ability to build solid business cases and demonstrate a clear ROI for new technology
• Experience responding to customer needs and driving the technology roadmap with 'voice of the customer' as a priority
• Adaptable to dynamic change in a fast-paced environment

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: 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 and many more.

Pay Ranges

O'Fallon, Missouri: $138,000 - $230,000 USD