Vice President, Product Operations
About The Position
The Vice President, Product Operations is a member of Mastercard’s Global Cardholder Services Center of Excellence (CoE) leadership team. The role is accountable for the strategy and roadmap for enablement and development of the Global Benefits Platform, and for building and leading a scalable global model covering product implementation, integration, onboarding, configuration, launch readiness, operations, cardholder experience innovation, quality, and performance. The position reports to the SVP of Cardholder Services CoE. The role develops a prioritized roadmap and plan with the extended Cardholder Services leadership team, Consumer Core Product teams, and internal and external stakeholders. It leads transformation and experience innovation to establish scalable capabilities and influence cardholder adoption, usage, and revenue delivery across B2B2C and B2C operating models. Success depends on collaboration with Cardholder Services, Consumer Product (Debit and Credit), Technology and Engineering, Global Delivery and Customer Care, Sales, partners, customers, and cardholders. The position leads global enablement, experience, and operations transformation; develops the cardholder experience and servicing strategy; and establishes implementation and operational performance frameworks, including service-level agreements. The role also manages commercial considerations, budgets, and business cases for investment.
Requirements
- 10+ years of experience in transformation of customer- or consumer-experience-led innovation, including digital transformation, or equivalent degree/qualifications.
- Highly developed transformation and change leadership capability.
- Outstanding people leadership skills and ability to attract talent.
- Proven ability to develop and deliver consumer-led experience innovation and solutions that support revenue growth and retention.
- Strong collaboration skills and ability to champion Cardholder Solutions cross-functionally.
- Experience in partner management.
- Strong executive communication skills, including the ability to present ideas concisely and adapt communication to diverse stakeholders.
- Digitization and transformation experience, including working closely with Technology and Engineering to deliver technology-enabled customer and consumer innovation.
- Ability to build, lead, and prioritize initiatives based on impact and alignment with Cardholder Services.
- External partner management, negotiation, and performance management skills.
- Strong commercial management capability, including effective budget management and development of compelling business cases.
Responsibilities
- Lead the Cardholder Services CoE global enablement, experience, and operations transformation strategy and plan, building a scalable operating model and operating rhythm.
- Develop and deliver a prioritized global roadmap for short- and long-term capability enhancements and innovations across the B2B2C and B2C ecosystems.
- Work with cross-functional stakeholders and regions to enable market, customer, and cardholder readiness.
- Develop a cardholder experience and servicing strategy, mapping customer, consumer, and partner journeys across the ecosystem and establishing performance and experience metrics across the consumer lifecycle.
- Build and deploy a global implementation and operations framework, including scalable B2B2C and B2C performance management and associated SLAs across channels and partners.
- Deliver a customer- and cardholder-experience-led transformation plan that drives cross-functional experience and business improvements.
- Partner with Technology and Engineering to deliver technology-enabled customer and consumer innovation.
- Manage budgets, commercial considerations, and business cases for new investments.
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 company match
- Deferred compensation for eligible roles
- Fitness reimbursement or on-site fitness facilities
- Tuition reimbursement eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
