Director, Customer Learning & Development

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.

Director, Customer Learning & Development

Leads the execution of customer learning and capability‑building initiatives across North America, supporting client adoption, readiness, and business outcomes through scalable Academy programs. Drives cross‑functional and cross‑regional collaboration to deliver high‑quality learning solutions and address complex customer needs. Manages a team including resources planning, performance tracking, and continuous improvement of Academy programs.

• Execute Customer Learning & Development strategy for North America, aligning Academy programs with organizational priorities and enhancing delivery models, tools, and processes.
• Lead delivery of Academy programs and engagements, building strong relationships with customer stakeholders to support capability development, solution adoption, and value realization.
• Serve as an escalation point for complex customer needs, ensuring timely response and maintaining high levels of customer satisfaction.
• Oversee the development and delivery of learning paths and scalable programs that support product understanding and operational excellence.
• Partner cross‑functionally with Product, Services, Customer Delivery, and Sales teams to ensure consistent messaging, aligned priorities, and effective program delivery.
• Identify opportunities to enhance learning impact, including improving engagement, supporting growth initiatives, and enabling customer success through targeted education.
• Promote knowledge sharing and adoption of best practices to strengthen internal alignment.
• Ensure programs align with organizational and compliance standards, while driving continuous improvement in execution and measurement of outcomes.
• Support performance tracking, reporting, and optimization of Academy programs to improve effectiveness and demonstrate both learning and revenue impact.

• Manage and develop a team including goal setting, performance management, coaching, and development.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Support resource planning and prioritization to align with demand and strategic objectives.

• Strong execution and delivery focus with ability to translate strategy into actionable plans
• Customer‑centric mindset with emphasis on adoption, enablement, and experience
• Cross‑functional collaboration in a matrixed environment
• Stakeholder management and communication across customer and internal teams
• Program management and operational excellence
• People leadership and team development
• Demonstrated ability to increase results and efficiencies through both thought leadership and technology solutions.

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.

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…