Manager, Franchise Growth & Enablement team

Mastercard•Miami, FL

8d•$117,000 - $193,000•Hybrid

About The Position

The Manager, Franchise Customer Onboarding & Partnerships role supports Mastercard’s North America Franchise Customer Onboarding & Partnership team. The position is a key contact for customers and internal stakeholders and supports Specialty Merchant and Service Provider lifecycle management, Network Enablement Partner (NEP) program onboarding and expansion, and Service Provider training. The Manager helps improve processes and the customer experience, supports regional growth, and ensures consistent application of Mastercard Standards across high-risk acquirer and specialty merchant activities. The role manages Specialty Merchant and Service Provider lifecycle activities, including registration and program participation, and oversees onboarding and expansion of the NEP Program. It provides training for internal and external stakeholders on Specialty Merchant and Payment Facilitator requirements, monitors compliance with Mastercard Standards, and works directly with customers to address onboarding-related performance issues. The Manager also collaborates with internal teams to improve the specialty merchant program and uses program and transaction data to identify compliance gaps and opportunities. The position requires travel of 15% or more within the North America region as needed for customer engagement, training, and industry events, and requires working in the office three days per week. The stated Miami, Florida base salary range is $117,000–$193,000 USD. The intended fill date is January 7, 2027, or as soon as possible if that date has passed.

Requirements

Bachelor’s degree.
Prior experience in risk management and/or fraud functions.
Strong understanding of payment scheme rules.
Experience in compliance or fraud management.
Familiarity with North American regulatory requirements and best practices for high-risk merchants.
Knowledge of acquirer onboarding processes, customer due diligence practices, and controls related to high-risk merchant activity.
Ability to partner with internal teams and external customers to resolve onboarding, compliance, and performance-related issues.
Ability to analyze transaction, registration, and program data to identify compliance gaps and process improvements.
Strong verbal and written communication skills, including the ability to present at business and technical levels and effectively advocate for ideas and solutions.
Proactive ownership and ability to collaborate with team members toward common goals.
Effective follow-up, time management, contingency planning, and commitment to deliverables.
Results-driven approach and ability to identify opportunities for selling Franchise Solutions and other Mastercard services.
Flexibility during unanticipated changes and ability to resolve conflicts efficiently.
Data-analysis and problem-solving skills, including identifying root causes, developing actionable solutions, and building reports to support decisions.
Ability to travel 15% or more within the North America region as needed.
Ability to work in the office three days per week.

Nice To Haves

Experience developing or delivering training materials for internal stakeholders, customers, or partners on payment network standards, program requirements, or operational processes.

Responsibilities

Manage and oversee Specialty Merchant and Service Provider lifecycle activities, including registration and program participation.
Manage and oversee the Network Enablement Partner (NEP) Program, including onboarding and expansion.
Serve as a primary point of contact for matters related to Service Providers, NEPs, and Specialty Merchants.
Deliver training to internal and external stakeholders on Specialty Merchant and Payment Facilitator requirements.
Monitor ongoing compliance with Mastercard Standards.
Engage directly with customers to address performance issues stemming from onboarding requirements.
Identify process improvements, enhance the customer experience, and support regional growth objectives.
Work with internal stakeholders to optimize the specialty merchant program, including expanding categories, identifying missing registrations, and maintaining standards.
Analyze transaction, registration, and program data to identify compliance gaps, process improvements, and customer experience opportunities.
Travel within the North America region as needed for customer engagement, training, and industry events.

Benefits

Medical, prescription drug, dental, vision, disability, and 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, prorated based on date of hire.
10 annual paid U.S. observed holidays.
401(k) with a company match.
Deferred compensation for eligible roles.
Fitness reimbursement or on-site fitness facilities.
Tuition reimbursement eligibility.