Specialist, Solutions Operations - Agent Suite

Mastercard • Toronto, ON

3d

About The Position

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. Our team combines traditional management consulting with Mastercard’s rich AI and Data assets, proprietary platforms, and technologies to provide clients with powerful strategic insights and recommendations. Our teams work with a diverse global customer base across industries, from banking and payments to retail and restaurants. The Mastercard Agent Suite team is building what’s next at the intersection of agentic AI, commerce and payments. Launched in 2026, Agent Suite is a brand new solution designed to help enterprises build, test, and deploy customizable AI agents that transform how businesses operate, engage customers, and drive growth. This new team is making it possible to help enterprises build, test, and deploy customizable AI agents that transform how businesses operate, engage customers, and drive growth. This is a true “zero-to-one” environment. We’re looking for builders, problem-solvers, and innovators who thrive in ambiguity, move fast, and are excited to shape new technology, new ways of working, and build a new category of enterprise solutions from the ground up. Join us as we take deep payments expertise, customer-centric insights and responsible AI principles to turn emerging agentic technology into real-world outcomes for banks, merchants, and partners. As Specialist, Solutions Operations for Agent Suite, you will support building and operationalizing program governance for Mastercard’s fast-growing AI Consulting capability. Reporting to the Director, you will help build, scale and optimize governance and reporting structures, and shape processes that drive responsible innovation and operational excellence. Operating in a fast-paced environment where ambiguity and rapid evolution are the norm, your work will focus on ensuring our systems and processes are designed for resilience, compliance, and innovation so the team can focus on doing their best work as the operation scales. The ideal candidate demonstrates experience in program management, strong collaboration across diverse stakeholder groups, and eagerness to advance transformative technologies.

Requirements

• Experience in technical/product operations, program management, or process engineering within technology or consulting environments; experience with AI technologies strongly preferred.
• Proven ability to design and implement technical workflows, governance frameworks, and reporting systems.
• Strong proficiency in operational analytics, automation tools, and compliance processes.
• Exceptional communication and stakeholder management skills; able to influence at senior levels without direct authority.
• Comfortable operating in a fast-paced, innovation-driven environment with high ambiguity.
• Comfortable building systems from scratch when necessary.
• Bachelor’s degree or equivalent work experience in a technical or business discipline; advanced degree or PMP certification a plus.

Responsibilities

• Shape and steward governance frameworks that support scalability, compliance and responsible innovation.
• Partner closely with internal stakeholders and external vendors to curate capabilities, align resources and strengthen the overall Agent Suite ecosystem.
• Facilitate the resolution of complex operational and technical challenges by bringing the right voices together and methodically problem-solving.
• Identify and implement opportunities to streamline operational processes through automation and thoughtful system design.
• Ensure all clarity and alignment in program communications, tailoring messages to different audiences and leadership levels.
• Design and evolve technical workflows and governance frameworks that help teams deliver high quality outcomes efficiently and consistently across global teams.
• Ensure technical systems (e.g., project tracking, reporting platforms) are configured and support team needs seamlessly.
• Champion continuous improvement initiatives across operational workflows, encouraging teams to experiment, learn and refine to enhance how we operate.
• Act as a liaison between Product, Engineering, Procurement, and Operations teams to align priorities and enable timely delivery.
• Shape and maintain operational KPIs, dashboards, and reporting systems to provide leadership with actionable insights.
• Own budget tracking and forecasting for technical operations, ensuring alignment with strategic priorities and cost optimization.
• Translate operational data into stories, reports and recommendations to inform executive decisions on resource planning and investment.
• Enjoys coaching others to ensure team goals are met.

Benefits

• competitive pay based on location, experience and other qualifications for the role
• may be eligible to participate in a discretionary annual incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level