Director - Customer Engagement and Performance

Mastercard • Purchase, NY

35d

About The Position

Overview: The Franchise model is the cornerstone of our success, fostering trust and confidence in our brand for nearly 60 years. It's the driving force behind our competitive edge, enabling global operations at scale and driving innovation in traditional as well as new payment flows. Through this powerful business model, we ensure that everyday hundreds of millions of consumers and merchants make payments and accept payments with complete peace of mind. The Franchise team shapes the payments ecosystem by setting standards, onboarding new participants, resolving disputes, and ensuring the safety and integrity of our network. We are committed to ensuring we have a long-term, healthy, and sustainable ecosystem that supports the continued growth of Mastercard. Be part of a team that is not just leading but redefining the world of payments. Role: Lead strategic initiatives to enhance issuer performance, strengthen fraud prevention, and deliver exceptional customer experiences across the NAM Franchise. This role combines deep expertise in issuer card operations and fraud detection with strong leadership and collaboration skills to drive measurable impact.

Requirements

• Proven experience in issuer card operations, customer relationship management, and advanced fraud prevention strategies.
• Exceptional stakeholder management and communication skills, including the ability to build trust and credibility with senior client leaders.
• Strong analytical and problem-solving skills, with a demonstrated ability to translate complex data into clear, actionable insights for customers.
• Expertise in leading cross-functional teams and driving strategic initiatives that deliver tangible value for customers and the organization.
• In-depth knowledge of payment ecosystems, compliance, and emerging technologies relevant to the industry.
• Proven ability to define problems, collect and interpret data, establish facts, and draw valid, actionable conclusions.
• Strong project management skills, with superior organization, planning, and follow-through on multi-faceted initiatives.
• Ability and willingness to travel as needed (up to 25%).

Nice To Haves

• Degree in Business or a related field.
• Experience with consultative customer engagement and partnership development.
• Knowledge of compliance frameworks, regulatory requirements, and best practices in the payments industry.

Responsibilities

• Customer engagement and advisory through data driven insight and performance optimization.
• Serve as a trusted advisor to issuers, developing relationships that promote trust and sustained collaboration.
• Lead consultative initiatives to proactively identify potential opportunities related to fraud, compliance and overall performance, providing customers with timely and actionable recommendations.
• Provide best practices, tailored insights, and dedicated support to assist issuers in optimizing their operations and adapting to evolving industry standards through data-driven strategies.
• Conduct regular communications and strategic planning sessions to anticipate and address customer needs, establishing credibility as a reliable resource for operational excellence.
• Partner with internal product teams and customers to enhance fraud controls and implement proactive measures that safeguard the payments ecosystem.
• Publish comprehensive trend reports and educational content tailored to customer needs, ensuring issuers are informed of emerging threats and mitigation strategies.
• Leverage robust data analytics to identify behavioral patterns, operational trends, and emerging risks within the customer base.
• Use data-driven insights to inform strategic recommendations for performance optimization, risk mitigation, and revenue growth.
• Facilitate cross-functional workshops and joint initiatives that drive innovation, operational efficiency, and customer satisfaction.
• Continuously seek opportunities to optimize customer experience and performance through tailored strategies and actionable recommendations.

Benefits

• insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• flexible spending account and health savings account
• paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
• 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
• 10 annual paid U.S. observed holidays
• 401k with a best-in-class company match
• deferred compensation for eligible roles
• fitness reimbursement or on-site fitness facilities
• eligibility for tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees