Director, Customer Engagement Manager - Onboarding

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 Engagement Manager - Onboarding

The Customer Engagement Manager – Onboarding is responsible for managing newly signed Mastercard customers from late-stage sales execution through initial onboarding and successful transition to steady-state account management. This role serves as the primary customer relationship lead during the customer’s early Mastercard lifecycle, ensuring a seamless handoff from Sales, close alignment with Product Delivery, and a high quality onboarding experience. The role provides relationship management, commercial awareness, and executive communication with strong onboarding discipline, operational coordination, and cross-functional engagement with Product Delivery, Implementation, Product, Support, and other internal Mastercard teams.

The Customer Engagement Manager – Onboarding acts as the customer’s guide through Mastercard during the early relationship stage, helping the customer understand Mastercard’s operating model, implementation process, stakeholder ecosystem, governance structure, escalation paths, and long-term success model. Once the customer is live and operationally stable, this role facilitates a formal transition to the long-term Customer Account Manager.

• Engage in late-stage sales to clarify customer objectives, solution scope, and expectations.
• Review commitments, identify risks, and ensure alignment between customer expectations and delivery capabilities.
• Document non-standard commitments and potential onboarding challenges early.

• Serve as the primary relationship lead for customers during onboarding.
• Establish trust, credibility, and clear communication routines with customer stakeholders.
• Monitor customer sentiment and address concerns proactively throughout the onboarding process.

• Align customer expectations with implementation plans by partnering closely with Product Delivery.
• Track and elevate risks, issues, and blockers impacting onboarding or satisfaction.
• Ensure business objectives remain connected to technical and operational activities.

• Establish structured onboarding governance and maintain visibility to milestones and risks.
• Lead customer onboarding check-ins and prepare status summaries.
• Escalate risks promptly to prevent customer-impacting issues.

• Orient customers to Mastercard’s organizational structure, support model, and engagement processes.
• Clarify escalation paths and introduce relevant teams as needed to solution business and strategy related requests.
• Educate customers on post-launch routines and prepare them for account management transition.

• Lead the structured handoff to the long-term Account Manager post go-live.
• Develop transition materials and confirm all implementation outcomes and open items.
• Facilitate introductions and ensure continuity of objectives and relationships.

• Relationship Management:
  Quickly build trust with new customers, represent Mastercard professionally, and manage stakeholder relationships. Must demonstrate executive presence, active listening, customer empathy, confidence-building communication, and handle ambiguity.
• Onboarding & Delivery Acumen:
  Collaborate effectively with delivery teams by understanding the implementation lifecycle, tracking milestones, managing issues and risks, and communicating delivery status in business terms. Comfortable working across technical, product, and operational teams.
• Comme…