Manager - Franchise Customer Onboarding & Partnerships NAM

Mastercard•O'fallon, MO

9d•$117,000 - $193,000•Hybrid

About The Position

The North America (NAM) Franchise Customer Onboarding & Partnership team is seeking an experienced professional for the Manager, Franchise Customer Onboarding & Partnerships role. This individual will be a key contact for customers and internal stakeholders, supporting Specialty Merchant and Service Provider lifecycle management, Network Enablement Partner program onboarding and expansion, and Service Provider training. The Manager will also identify process improvements, enhance the customer experience, and support regional growth while ensuring consistent application of Mastercard standards across high-risk acquirer and specialty merchant activities.

Requirements

Strong understanding of payment scheme rules
Experience in Compliance or Fraud Management.
Familiarity with regulatory requirements and best practices in the North American market for high-risk merchants.
Knowledge of acquirer onboarding processes, customer due diligence practices, and controls related to high-risk merchant activity.
Demonstrated ability to partner with internal teams and external customers to resolve onboarding, compliance, and performance-related issues.
Experience developing or delivering training materials for internal stakeholders, customers, or partners on payment network standards, program requirements, or operational processes.
Ability to analyze transaction, registration, and program data to identify compliance gaps, process improvements, and opportunities to improve the customer experience.
Bachelor’s degree
Prior experience in risk management and/or fraud functions
Strong verbal and written communication skills, including delivering presentations at both business and technical levels. Ability to sell ideas and solutions effectively.
Takes ownership proactively and works collaboratively with team members to achieve common goals.
Demonstrates efficient follow-up of action items, effective time management, contingency planning, and commitment to deliverables.
Results-driven, able to identify and capitalize on opportunities for selling Franchise Solutions and other Mastercard services.
Maintains focus and commitment during unanticipated changes, resolving conflicts efficiently to accomplish goals.
Utilizes data analysis to identify root causes, thinks creatively to develop actionable solutions, and builds new reports to support decision-making.

Responsibilities

Manage and oversee Specialty Merchant and Service Provider lifecycle activities including registration, program participation, etc.
Manage and oversee Network Enablement Partner “NEP” Program including the onboarding and expansion of the program.
Act as a primary point of contact for everything related to Service Providers, NEPs, Specialty Merchants.
Deliver comprehensive training sessions for internal and external stakeholders on Specialty Merchants and Payment Facilitator requirements to ensure compliance and operational excellence.
Monitor ongoing compliance with Mastercard Standards.
Engage directly with customers to address performance issues, stemming from onboarding requirements.
Identify opportunities to improve processes, enhance the overall customer experience, and support regional growth objectives.
Work with internal stakeholders to optimize specialty merchant program (expanding categories, identifying missing registrations, maintaining standards.).

Benefits

insurance (including medical, prescription drug, dental, vision, disability, life insurance)
flexible spending account and health savings account
16 weeks of new parent leave
up to 20 days of bereavement leave
80 hours of Paid Sick and Safe Time
25 days of vacation time
5 personal days
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