Director, Enterprise Operations

Mastercard • O'fallon, MO

1d • $152,000 - $258,000 • Hybrid

About The Position

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.

Requirements

• Leads global end user computing and workplace technology across desktop, field support, and TechBar environments.
• Directs large, geographically dispersed teams and hybrid delivery models, including substantial contingent workforces.
• 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.

Responsibilities

• Define the global support strategy for Desktop, Field Support, and TechBar 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
• Oversees enterprise Microsoft 365 platforms including Teams, Exchange, OneDrive, 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.

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
• Education Level: No Education Listed