{"id":106701,"url":"https://alion.io/job/mastercard-manager-analytics-metrics-customer-success","title":"Manager Analytics & Metrics - Customer Success","company":{"id":252,"name":"Mastercard","domain":"mastercard.com","url":"https://alion.io/company/mastercard","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":189,"ghost_share":0.016,"stale_share":0.423,"repost_share":0.079,"time_to_fill_p50_days":27,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Riga, Latvia"],"countries":["LV"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":4000,"max":5000,"currency":"EUR","period":"month","gross":null,"usd_annual":68484},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ETL/ELT","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-08-07T00:00:00Z","employer_posted_date":"2026-08-07","last_verified_at":"2026-11-01T10:15:32Z","board_verified":true,"closed_at":null,"days_open":86,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":86},"description":"Our Purpose\nMastercard 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.\nTitle and Summary\nManager Analytics & Metrics - Customer SuccessRole OverviewWe are looking for a Business Systems Administrator to support and maintain our core internal tools and systems.\nOverview\nTeam Lead, Data Analyst responsibility is to elevate how Customer Success measures impact, predicts risk, and drives action across our post sales lifecycle. The team lead manages a team of analysts, partners closely with Customer Success, Sales, Product, and Finance, and builds the analytics foundation that powers health scoring, playbooks, and executive insights.\nThis role blends people leadership with technical depth: coach analysts, shape KPI framework, and architect robust data pipelines and dashboards that deliver “signal, not noise” to stakeholders.\nRole\nHire, onboard, grow and manage the team: Lead the growth of team members, from leading the interview process to guide the onboarding and manage the team in order to put the employees in a position to perform the best. Support career growth path.\nLead & coach a team of data analysts: set objectives (high level team and individuals), review work quality, unblock delivery, define priorities and foster growth through regular feedback and development plans.\nThis requires the Team Lead to stay up to date with internal processes and policies and to support the team members in navigating the Mastercard environment by providing guidance on people-related matters.\nDefine the Analytics vision and long-term goals and inspire the team & communicate inside and outside the team. Refine the team working structure and processes in order to hit those goals.\nCapacity Planning: As part of the prioritization effort, Team Lead manages the workload distribution and identifies future needed skills and headcount needs. Team Lead is expected to build a case for additional headcounts & functions within the team.\nDefine KPI framework for the success of the Data Analyst team: define and establish tracking to define success of the work of the Data Analyst team.\nDefine KPI framework for success of the teams we support: define, standardize, and continuously improve metrics (e.g., adoption, engagement, time to value).\nBuild high quality datasets & pipelines: design ELT/ETL workflows across CRM (Salesforce), product usage tracking, support, and financial systems; ensure data quality, lineage, and governance. This requires also documentation creation and maintenance in order to create a long term structure for the team future.\nDeliver executive ready insights: produce dashboards and narratives that inform quarterly business reviews, capacity plans, and business decisions.\nIdentify, build and maintain data integrations & predictive analytics: operationalize propensity and churn risk models; partner with Success leadership to embed insights into playbooks and customer programs.\nStakeholder management: translate business questions into analytic roadmaps; prioritize ruthlessly; communicate tradeoffs, assumptions, and risks. This includes refining how the team receives inputs and information.\nData stewardship & compliance: uphold governance, access controls, and privacy; align to Mastercard standards and “The Mastercard Way” behaviors.\nAll about you\nAt least 3 years of experience as a Data/Business Analyst\nAt least 2 years of experience as a People manager of a technical team\nProficiency in Tableau, Microsoft Excel, and SQL ֿ\nExperience working in Salesforce and Zendesk preferred\nStrong statistical analysis and communication skills\nSelf-learning and ability to translate analytic conclusion to business actions\nBusiness fluent English, both written and spoken\nExperience in the e-commerce or finance or loyalty industries preferred\nExperience in Customer Success/Support with proven analytics or technical expertise preferred\nGross monthly salary base range 4000-5000 EUR\nQuarterly performance bonuses\nVariety of benefits from employment Day 1\n• Hybrid working model\nCorporate Security Responsibility\nAll 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:\nAbide by Mastercard’s security policies and practices;\n\nEnsure the confidentiality and integrity of the information being accessed;\n\nReport any suspected information security violation or breach, and\n\nComplete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.","description_format":"text","description_chars":5048,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Hybrid 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