Manager - Franchise Customer Onboarding & Partnerships NAM

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

Manager - Franchise Customer Onboarding & Partnerships NAM

Who is Mastercard?

Mastercard is a global technology company in the payments industry, operating as the world's fastest payment processing network. Our mission is to connect and power an inclusive, digital economy that benefits consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. Safety and security are top priorities and we continually find opportunities to make transactions safe, simple, smart, and accessible.

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company to help others realize their greatest potential and unlock priceless opportunities.

Overview

Franchise is core to all Mastercard business. Franchise enables business growth and value, fostering interactions with customers which provides ongoing trust and confidence in the evolving payments and data driven ecosystem.

The North America (NAM) Franchise Customer Onboarding & Partnership team is seeking an experienced professional for the Manager, Franchise Customer Onboarding & Partnerships role. This individual will be a key contact for customers and internal stakeholders, supporting Specialty Merchant and Service Provider lifecycle management, Network Enablement Partner program onboarding and expansion, and Service Provider training. The Manager will also identify process improvements, enhance the customer experience, and support regional growth while ensuring consistent application of Mastercard standards across high-risk acquirer and specialty merchant activities.

About the Role:

* Manage and oversee Specialty Merchant and Service Provider lifecycle activities including registration, program participation, etc.

* Manage and oversee Network Enablement Partner "NEP" Program including the onboarding and expansion of the program.

* Act as a primary point of contact for everything related to Service Providers, NEPs, Specialty Merchants.

* Deliver comprehensive training sessions for internal and external stakeholders on Specialty Merchants and Payment Facilitator requirements to ensure compliance and operational excellence.

* Monitor ongoing compliance with Mastercard Standards.

* Engage directly with customers to address performance issues, stemming from onboarding requirements.

* Identify opportunities to improve processes, enhance the overall customer experience, and support regional growth objectives.

* Work with internal stakeholders to optimize specialty merchant program (expanding categories, identifying missing registrations, maintaining standards.).

Experience & Knowledge

* Strong understanding of payment scheme rules

* Experience in Compliance or Fraud Management.

* Familiarity with regulatory requirements and best practices in the North American market for high-risk merchants.

* Knowledge of acquirer onboarding processes, customer due diligence practices, and controls related to high-risk merchant activity.

* Demonstrated ability to partner with internal teams and external customers to resolve onboarding, compliance, and performance-related issues.

* Experience developing or delivering training materials for internal stakeholders, customers, or partners on payment network standards, program requirements, or operational processes.

* Ability to analyze transaction, registration, and program data to identify compliance gaps, process improvements, and opportunities to improve the customer experience.

Additional Requirements

* Ability to travel (15%+) within the NAM region as needed for customer engagement, training, and industry events.

* Required to be in the office 3x…