Director, Enterprise Operations at Mastercard

Director, Enterprise Operations

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

The Enterprise Operation team is looking for a Director, Enterprise Operations to drive our customer experience strategy forward by consistently innovating and problem-solving. This role provides strategic leadership to large, hybrid teams and builds a culture where people feel empowered, supported, and accountable for delivering exceptional employee centric services. The leader in this position partners closely with enterprise stakeholders to ensure support operations are scalable, secure, and aligned with organizational needs. Success requires someone who goes beyond operational management to develop talent, inspire high performing teams, modernize service delivery, and create future ready workplace technology experiences that reflect Mastercard's strategy and values.

The role includes:

• Define the global support strategy for Desktop, Field Support, and TechBar services, ensuring alignment with Mastercard's enterprise technology roadmap and long term workplace experience vision.
• Lead the shift to proactive, digital first support by driving automation, self service, and modern service models that reduce friction and elevate employee experience.
• Advance continuous improvement through analytics, tooling optimization, and the adoption of emerging technologies that enhance service quality and operational efficiency.
• Ensure global service delivery excellence across North America, CALA, and Europe, establishing and governing KPIs, SLAs, CSAT, and experience based outcomes.
• Provide executive level insights and risk management while serving as the senior escalation point for high visibility or business critical issues.
• Lead and develop a high performing workforce, including a management team of 16+ employees and ~200 contingent workers, fostering an inclusive, accountable, and growth oriented culture.
• Oversee vendor, financial, and stakeholder partnerships

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

O'Fallon, Missouri: $152,000 - $258,000 USD