Vice President, Strategy & Operations

Vice President, Strategy & Operations Overview

The NAM Customer Delivery & Care team at Mastercard is dedicated to delivering exceptional customer experiences across North America by ensuring the seamless implementation, support, and optimization of Mastercard's products and services. With a focus on customer-centricity, the teamcomprising Technology Account Management, Product Delivery, Customer Implementation Services, and Technical Supportworks to drive innovation, operational excellence, customer satisfaction and supports customer success in utilizing our core products. By partnering closely with Sales, Product, and other cross-functional teams, the group champions customer advocacy and enables business growth through technology adoption, service excellence, and customer-first delivery strategies.

Role

Lead the cadence, standardization, and content development for business, operational, and strategic priorities in partnership with the EVP of NAM Delivery & Care, with a focus on customer impact and experience.

Lead the delivery and care teams in identifying, structuring, and prioritizing key issues, defining problem statements, and developing solutions that elevate the customer experience.

Develop and manage weekly, monthly, and quarterly reporting (including QBRs) to ensure disciplined program management of joint deliverables that enhance customer outcomes.

Co-manage agendas and topics for staff meetings, all-hands, and strategic off-sites with the Executive Assistant, ensuring alignment with customer experience goals.

Drive progress on team goals and internal strategic projects focused on operational improvements, customer satisfaction, and communications.

Partner across business unitsincluding Product, Technology, CAM, and Servicesto align delivery with customer expectations and product value realization.

Identify and lead efficiency initiatives that directly improve customer-facing operations and organizational performance.

Support EVP-led initiatives and messaging across internal and cross-functional teams, including stakeholder communications that reinforce customer-first narratives.

Establish and manage a regular cadence of communications to internal leadership, employees, and external audiences, with a lens on customer impact and engagement.

Collaborate with business leaders to design and advance group strategies aligned with the Global Customer Delivery & Care team, with a focus on customer success and loyalty.

Monitor market trends and organizational performance, as well as utilizing customer data, to identifying risks and implement action plans that protect and enhance customer trust.

Drive growth and profitability by socializing issues and potential solutions that improve customer satisfaction and product adoption.

All About You

Strong strategic thinking, analytical, presentation, and communication skills with a customer-first mindset.

Proven experience in strategic planning and project management that delivers measurable customer impact.

Results-driven leader with a disciplined, fact-based approach to enhancing customer experience.

Ability to distill complex inputs into simple, impactful solutions that resonate with customer needs.

Collaborative mindset with experience working across diverse teams and management levels to deliver customer value.

Trusted advisor with global, regional, or local stakeholder engagement experience focused on customer success.

Self-motivated and independent, with a strong ability to drive initiatives that elevate the customer journey.

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must :

• Abide by Mastercard's security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. 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.

Pay Ranges

O'Fallon, Missouri : $167,000 - $267,000 USD

Arlington, Virginia : $192,000 - $307,000 USD

Boston, Massachusetts : $192,000 - $307,000 USD

Purchase, New York : $192,000 - $307,000 USD