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, End to End Transformation
Overview
Mastercard is embarking on a bold multi-year transformation to reinvent every moment of the customer and partner journey – from discovery through onboarding, integration, billing, and ongoing engagement. Mastercard’s newly established Office of Transformation team is looking for a director to drive and materialize this vision into actionable and executable work plans, bringing strategy into practice. The ideal candidate has experience leading multi-faceted projects in a matrixed organization and is highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.
Role
In this role, you will:
• Lead the day-to-day strategic development and execution of a renewed persona-driven customer experience, considering requirements from compliance and risk, contracting, billing, and product configuration
• Identify and define overarching transformation opportunities, and develop the tactical execution plan to bring them to life
• Build the necessary frameworks to enable all Mastercard products to implement and adhere to modernized customer engagement structures
• Partner with diverse stakeholder groups and product leaders to advance frictionless and scalable customer journeys
• Tactfully remove and de-risk cross-functional roadblocks to accelerate Office of Transformation priorities
• Support day-to-day office operations, including regular executive stakeholder management, ongoing governance mechanisms, and operational decision-making (including budgeting and investment prioritization)
• Champion opportunities to integrate AI capabilities to enhance customer experience
All About You
The ideal candidate for this position should have:
• Excellent project management skills and experience leading cross-functional projects and teams, especially when doing so in areas with little prior background or context
• A proven track record of translating ambiguous intent into a clean operating plan, and then run the system interpedently
• A results-oriented approach that integrates strategic intent and business outcomes with rigorous, continuous inspection of process performance
• Skill in navigating matrixed organizations, especially across cross-functional domains
• Experience modernizing legacy systems, processes, and operating models
• An ability to recognize discordant views and take part in constructive dialog to resolve them
• Clear and concise verbal and written communication
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 and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. 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 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; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.
Pay Ranges
Purchase, New York: $177,000 - $284,000 USD
Arlington, Virginia: $177,000 - $284,000 USD