Director, Enterprise Operations

Title And Summary

Director, Enterprise Operations

The Enterprise Operation team is looking for a Director, Enterprise Operations to drive our customer experience strategy forward by consistently innovating and problem‑solving. This role provides strategic leadership to large, hybrid teams and builds a culture where people feel empowered, supported, and accountable for delivering exceptional employee‑centric services. The leader in this position partners closely with enterprise stakeholders to ensure support operations are scalable, secure, and aligned with organizational needs.

Success requires someone who goes beyond operational management to develop talent, inspire high‑performing teams, modernize service delivery, and create future‑ready workplace technology experiences that reflect Mastercard’s strategy and values.

• Define the global support strategy for Desktop, Field Support, and Tech Bar services, ensuring alignment with Mastercard’s enterprise technology roadmap and long‑term workplace experience vision.
• Lead the shift to proactive, digital‑first support by driving automation, self‑service, and modern service models that reduce friction and elevate employee experience.
• Advance continuous improvement through analytics, tooling optimization, and the adoption of emerging technologies that enhance service quality and operational efficiency.
• Ensure global service delivery excellence across North America, CALA, and Europe, establishing and governing KPIs, SLAs, CSAT, and experience‑based outcomes.
• Provide executive‑level insights and risk management while serving as the senior escalation point for high‑visibility or business‑critical issues.
• Lead and develop a high‑performing workforce, including a management team of 16+ employees and ~200 contingent workers, fostering an inclusive, accountable, and growth‑oriented culture.
• Oversee vendor, financial, and stakeholder partnerships.

• Leads global end‑user computing and workplace technology across desktop, field support, and Tech Bar environments.
• Directs large, geographically dispersed teams and hybrid delivery models, including substantial contingent work forces.
• Drives enterprise modernization initiatives such as automation, digital‑first support, and proactive service models.
• Ensures consistent, high‑quality global service delivery across North America, CALA, and Europe.
• Establishes and governs KPIs, SLAs, CSAT, and experience metrics to drive operational excellence.
• Provides executive‑level reporting and risk insights for global support operations.
• Serves as senior escalation leader for high‑visibility or business‑critical issues.
• Builds and develops high‑performing leadership teams while fostering an inclusive, accountable culture.
• Oversees enterprise Microsoft 365 platforms including Teams, Exchange, One Drive, SharePoint, Office apps, and identity integrations.
• Directs enterprise asset and mobility programs including lifecycle governance, inventory accuracy, refresh planning, and cost optimization.
• Ensures strong financial, vendor, and control stewardship in partnership with Procurement, Finance, and Security.
• Strengthens workplace collaboration and ITSM/automation capabilities to enhance productivity, efficiency, and user experience.

• 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.
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

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. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable and identify the type of accommodation or assistance you are requesting.

Do not include any medical or health…