Senior Vice President, Customer Operations & Technology Solutions

Mastercard • Harrison, NY

89d • $220,000 - $400,000

About The Position

The TeamONE & GCDC Customer Operations Leadership role is responsible for forming and leading a cross-functional team focused on closing customer support gaps and driving infrastructure and technology solutions. This position is critical to strengthening Mastercard's customer relationships by ensuring technology solutions align with customer business objectives and by conducting holistic gap analyses to meet customer needs where they are.

Requirements

• Hands-on, technical and people leader able to manage directly and through others.
• Recognized for subject matter expertise, allowing for deep dives into technical issues.
• Confident and effective communicator, able to work closely with cross-functional teams.
• Strong stakeholder management across teams and levels.
• Ability to excel under pressure and create a positive, productive culture.

Responsibilities

• Oversee operational alignment, with a focus on monitoring and alerting capabilities to proactively detect and mitigate customer-impacting issues.
• Support and educate Technical Account Managers (TAMs) to improve incident and change management visibility, enabling them to better serve as customer advocates.
• Manage customer escalations and lead technical workshops to rebuild customer confidence, address incidents, and foster deeper relationships with customer technology leadership.
• Facilitate connectivity workshops to ensure customers use the most effective methods and have visibility into network changes and upgrades.
• Act as a liaison for API gateway and security infrastructure, advocating for customer ease of use and reduced overhead.
• Gather requirements and pain points for Mastercard Connect, the customer-facing portal, and communicate these to technology teams.
• Drive process improvements in the Next Generation File Transfer (NGFT) product, focusing on customer onboarding and support.
• Conduct holistic gap analyses to identify and close support gaps, ensuring the organization meets customers where they need support most.

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: Executive
• Industry: Credit Intermediation and Related Activities