Manager, Publisher Delivery - Commerce Media

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.

Within Mastercard Services, our Customer Acquisition & Engagement business drives profitable business growth and maximizes customer lifetime value by transforming routine interactions into lasting relationships.

We leverage our unique advantages in data, personalization, incentives, and optimization, in addition to our global expertise and scale, to efficiently acquire high value new customers, drive engagement and desired behaviors, and build customer loyalty. We are looking for a Manager for our newly launched Commerce Media business, a new media network enabling advertisers to provide highly targeted offers and ads to consumers through publishers.

Commerce Media is one of our fast-growing businesses within this group at the intersection of commerce, data and digital experiences, focused on performance oriented solutions. The manager will drive and manage the deployment and integration with Publishers across industries. This role is accountable for publisher success, operational readiness, service performance, escalation management, platform adoption, and ongoing optimization of publisher outcomes.

• Own operational readiness activities for publisher launches, integrations, platform enhancements, and major changes.
• Coordinate readiness across Product, Engineering, Operations, Finance and Commercial teams.
• Ensure publishers are prepared to successfully transition into ongoing operations and support.
• Identify and elevate risks that could impact publisher experience, delivery, revenue, or operational performance.

• Serve as the primary operational contact for assigned publishers.
• Develop a deep understanding of publisher business goals, operational processes and performance drivers.
• Monitor and improve publisher operational health, integration of health, service levels, and platform adoption.
• Analyze data and insights to identify risks, optimization opportunities, and growth potential.
• Own the collection, prioritization and communication of publisher feedback, translating operational and strategic needs into actionable product recommendations.

• Own operational issue management and coordinate resolution of publisher-impacting issues.
• Drive cross-functional collaboration across Product, Engineering, Operations, Finance and Commercial teams.
• Ensure timely communication, issue resolution and stakeholder management throughout escalations.

• Improve support processes, operating procedures, and service delivery standards.
• Identify opportunities to improve efficiency, automation, and scalability.
• Convert publisher feedback, operational insights and performance trends into recommendations for process and product improvement.
• Help mature Mastercard Commerce Media's publisher support model as the platform grows.

• Experience in customer support, service delivery, account operations, publisher operations, partner management, technical account management, or related roles in retail media, SSP or platform.
• Proven ability to manage complex customer or partner relationships and drive…