Vice President, Enterprise Operations

Mastercard•O’Fallon, MO

About The Position

Join our dynamic team in ONE (Operations, Network, and Employee) as we drive a transformational era of operational resiliency and supplier management. We're seeking talented individuals to join our team dedicated to driving operational resilience across the organization. As a member of our team, you'll play a critical role in ensuring the operational resiliency of Mastercard critical services, collaborating with infrastructure teams, engineers, BizOps, A&T and other stakeholders in Product and Region to deliver exceptional results. Role: As the Vice President, Resilience React Team Lead, you will be a critical leader responsible for building and orchestrating a high-performing "Resilience React Team." This team will be at the forefront of proactively addressing identified customer pain points ("hot spots") stemming from Broadscope events or severe customer disruptions, especially for Mastercard Critical Service (1A and 1B). You will be responsible for leading the strategic development and execution of projects aimed at mitigating impact, restoring services rapidly, and ultimately enhancing customer experience and trust. This role requires a strategic thinker with exceptional leadership, technical acumen, and the ability to drive cross-functional collaboration in high-pressure situations. Key responsibilities are:

Requirements

Strategic thinking and leadership:
Experience collaborating with Mastercard Critical Products and their adjacency owners from product, technology and region to evaluate resiliency challenges in managing the interactions among application, shared services and infrastructure, orchestrate the resiliency improvement plan, and implement necessary remediation.
Experience serving as an escalation point for complex issues and effectively communicating overall status to management and external customers (if needed).
Extensive experience building strategic and collaborative working relationships with global internal and external stakeholders.
Payment / Mastercard eco system expertise and understanding:
Extensive experience leading teams across technology domains with deep product and technical understanding, adept at identifying and guiding the implementation of innovative global standards and/or improvements for performance, availability, stability and service quality.
A deep understanding of the Mastercard payment ecosystem, enabling rapid identification of existing challenges without requiring comprehensive assessments.
Extensive experience leading large, cross-functional initiatives, demonstrating a strong ability to anticipate and resolve technical challenges and escalations.
Thought leadership in operational data analytics:
Data-driven decision making: The ability to use data to make informed decisions and drive improvements.
Problem-solving: The capacity to identify and resolve issues related to customer hot spots, performance, service delivery, and contractual compliance.

Responsibilities

Strategic Project Orchestration:
Develop and execute a strategic roadmap for addressing identified customer hot spots based on data from Broadscope events and severe customer disruptions.
Oversee the end-to-end lifecycle of multiple concurrent projects, ensuring they are delivered on time, within budget, and to the required quality standards.
Prioritize projects based on customer impact, business criticality, and feasibility.
Define clear project objectives, scope, timelines, and resource requirements.
Cross-Functional Collaboration:
Collaborate effectively with engineering, product, operations, customer support, and other relevant teams to understand the root causes of customer disruptions and develop effective solutions.
Build strong working relationships with stakeholders across the organization to ensure alignment and buy-in for resilience initiatives.
Facilitate clear and concise communication of project status, risks, and mitigation plans to senior leadership and stakeholders.
Data-Driven Decision Making:
Utilize data and analytics from Broadscope events and customer feedback to identify key areas of customer pain and inform project prioritization.
Track and report on project progress, key metrics, and the impact of resilience initiatives on customer experience.
Identify trends and patterns in customer disruptions to proactively address potential future issues.
Stakeholder Management and Communication:
Communicate effectively with senior leadership on the progress and impact of the Resilience React Team's work.
Manage expectations of internal and external stakeholders regarding project timelines and outcomes.
Provide clear and timely updates on project status and any potential roadblocks.
Team Leadership and Development:
Build, lead, and mentor a diverse and highly skilled "Resilience React Team" comprised of technical experts and project managers.
Foster a culture of proactive problem-solving, collaboration, and continuous improvement within the team.
Define clear roles and responsibilities, set performance expectations, and provide regular feedback and coaching to team members.
Identify and address team skill gaps through training and development opportunities.

Benefits

Mastercard benefits for full time (and certain part time) employees generally include: 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; and many more.
Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume