Senior Vice President, Customer Operations & Technology Solutions Job Listing at Mastercard in Purchase, NY (Job ID R-262318)

Description

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

Senior Vice President, Customer Operations & Technology Solutions Overview:
The TeamONE & GCDC Customer Operations Leadership role is responsible for forming and leading a cross-functional team focused on closing customer support gaps and driving infrastructure and technology solutions. This position is critical to strengthening Mastercard's customer relationships by ensuring technology solutions align with customer business objectives and by conducting holistic gap analyses to meet customer needs where they are.

Role:
- Oversee operational alignment, with a focus on monitoring and alerting capabilities to proactively detect and mitigate customer-impacting issues.
- Support and educate Technical Account Managers (TAMs) to improve incident and change management visibility, enabling them to better serve as customer advocates.
- Manage customer escalations and lead technical workshops to rebuild customer confidence, address incidents, and foster deeper relationships with customer technology leadership.
- Facilitate connectivity workshops to ensure customers use the most effective methods and have visibility into network changes and upgrades.
- Act as a liaison for API gateway and security infrastructure, advocating for customer ease of use and reduced overhead.
- Gather requirements and pain points for Mastercard Connect, the customer-facing portal, and communicate these to technology teams.
- Drive process improvements in the Next Generation File Transfer (NGFT) product, focusing on customer onboarding and support.
- Conduct holistic gap analyses to identify and close support gaps, ensuring the organization meets customers where they need support most.

Scope and Impact:
This role is pivotal in advancing Mastercard's business strategy by directly improving customer experience and operational efficiency. It bridges gaps between technology and business teams, ensuring solutions are customer-centric. Compared to other executive roles, this position is uniquely focused on cross-functional collaboration and direct customer interface, amplifying the impact of strategic initiatives and operational improvements across the organization.

Thought Leadership and Knowledge:
The position is recognized internally as a thought leader in customer operations and Mastercard technology solutioning. It requires specialized knowledge in customer support, technology infrastructure, and process improvement, and is expected to advocate for innovative approaches and act as a key interface between product, support, and customer teams.

Influencing and Negotiating:
The role primarily influences stakeholders—both internal (executive leadership, TAMs, product teams) and external (customer technology leadership)—through workshops, relationship-building, and advocacy. It demonstrates leadership as a spokesperson in customer-facing settings and communicates internally to drive alignment and process improvements.

Driving Innovation:
Responsible for sustaining, building, and improving processes, particularly in customer onboarding, support, and technology adoption. The role is tasked with identifying and closing support gaps, implementing AI/ML in monitoring, and driving measurable process improvements, with a focus on continuous improvement and adapting to new business opportunities.

All About You: You are a hands-on, technical and people leader able to manage directly and through others. You are recognized for your subject matter expertise, allowing you to regularly dive deep. You are a confident and effective communicator, able to work closely with cross-functional teams and collaborate with all members of the organization to define and achieve holistic business and technical objectives. You have a strong stakeholder management across teams and levels. You have a sense of urgency, excel under pressure, and are passionate about creating a positive, productive culture.

Total Base Pay Range:
$220,000 to $400,000 USD 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.

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