Director, End to End Transformation

Mastercard•Arlington, VA

1d•Onsite

About The Position

Mastercard is embarking on a bold multi-year transformation to reinvent every moment of the customer and partner journey – from discovery through onboarding, integration, billing, and ongoing engagement. Mastercard’s newly established Office of Transformation team is looking for a director to drive and materialize this vision into actionable and executable work plans, bringing strategy into practice. The ideal candidate has experience leading multi-faceted projects in a matrixed organization and is highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset. In this role, you will lead the day-to-day strategic development and execution of a renewed persona-driven customer experience, considering requirements from compliance and risk, contracting, billing, and product configuration. You will identify and define overarching transformation opportunities, and develop the tactical execution plan to bring them to life. You will also build the necessary frameworks to enable all Mastercard products to implement and adhere to modernized customer engagement structures, partner with diverse stakeholder groups and product leaders to advance frictionless and scalable customer journeys, tactfully remove and de-risk cross-functional roadblocks to accelerate Office of Transformation priorities, support day-to-day office operations, including regular executive stakeholder management, ongoing governance mechanisms, and operational decision-making (including budgeting and investment prioritization), and champion opportunities to integrate AI capabilities to enhance customer experience.

Requirements

Excellent project management skills and experience leading cross-functional projects and teams, especially when doing so in areas with little prior background or context
A proven track record of translating ambiguous intent into a clean operating plan, and then run the system interpedently
A results-oriented approach that integrates strategic intent and business outcomes with rigorous, continuous inspection of process performance
Skill in navigating matrixed organizations, especially across cross-functional domains
Experience modernizing legacy systems, processes, and operating models
An ability to recognize discordant views and take part in constructive dialog to resolve them
Clear and concise verbal and written communication

Responsibilities

Lead the day-to-day strategic development and execution of a renewed persona-driven customer experience, considering requirements from compliance and risk, contracting, billing, and product configuration
Identify and define overarching transformation opportunities, and develop the tactical execution plan to bring them to life
Build the necessary frameworks to enable all Mastercard products to implement and adhere to modernized customer engagement structures
Partner with diverse stakeholder groups and product leaders to advance frictionless and scalable customer journeys
Tactfully remove and de-risk cross-functional roadblocks to accelerate Office of Transformation priorities
Support day-to-day office operations, including regular executive stakeholder management, ongoing governance mechanisms, and operational decision-making (including budgeting and investment prioritization)
Champion opportunities to integrate AI capabilities to enhance customer experience

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