R-North America Cardholder Services - Manager, Strategy and Operations

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.

R-269913 North America Cardholder Services - Manager, Strategy and Operations (Open) Cardholder Services delivers best in class benefits for Mastercard cardholders to drive peace of mind, offer incremental value, and enhance the experience associated with purchases. With a dual mandate to enhance the Core value proposition and materially contribute to Core revenue, Cardholder Services is a dynamic and high impact line of business.

The team combines deep product expertise and partner management excellence to deliver industry leading customer experiences.
The Manager, Strategy and Operations role is a critical function that will lead strategic, operational and financial processes associated with Cardholder Services products, and support product optimization and team strategy.

• Operations: ownership of billing and operations processes for Cardholder Services team to maximize team and product performance.
• Work closely with billing and finance teams to optimize processes, ensure alignment across stakeholders, and own process documentation and updates.
• Oversee onboarding of new Customers or Programs to the billing system, purchase order tracking and invoice payments.
• Document and manage multi-phase plan for reporting platform, including new reporting setup and dashboard.
• Provide support to team members for Customer‑facing reporting on product performance, billing and value to Customer and Cardholder, and for required vendor reporting.
• Project manage updates to Cardholder‑facing materials, including guides to benefits, Mastercard digital assets, and Customer channels, to ensure accuracy of benefits information that is presented to Cardholders.
• Prepare and communicate data, insights and trends to stakeholders.
• Financial management: ensure accurate representation of Cardholder Services financials.
• Serve as liaison with Finance team on forecasting, and with Sales and other stakeholders on pipeline reporting.
• Model scenarios in partnership with product leads and other stakeholders for initiatives including new product launches and custom solutions.
• Own internal reporting, including executive updates.
• Product and Strategy: Partner with Product leads to assess new product launches and enhancements through business modeling and analysis of performance and market data.
• Support new pricing and product launches through project management of requirements, approvals and related internal and external communications (i.e. bulletin announcements).
• Map and maintain sales enablement processes, from pre‑sales through implementation, for each benefit line of business.

• Education and experience in finance or operations, preferably in the B2B2C and payments space.
• Ability to translate data into consumable narratives and deliverables, tailored for audiences varied from other operations and product stakeholders to executives.
• Experience in developing models, reporting platforms and operational processes, ideally for product organizations.
• Excellent communication (verbal and presentation) and stakeholder management skills, ideally with experience working in global, matrixed organizations.
• Ability to operate strategically while managing multiple complex initiatives in fast paced environments.
• Understanding of and passion for North America payments industry, with eagerness to learn and expand knowledgebase.
• Initiative to build relationships with the team, contributing ideas and developing relationships with key internal partners within an assigned area.
• Desire to understand, support and lean into product organization.

• Abide by Mastercard’s security policies and…