Director, GBSC Operations Excellence and Value Delivery

Mastercard powers economies and empowers people in 200+ countries and territories worldwide, helping build a sustainable economy where everyone can prosper. The Global Business Solutions Center (GBSC) is a strategic enterprise partner with 1,300+ colleagues delivering 200+ services across 90 countries. This Director role leads operational performance, governance, transformation, continuous improvement, and strategic delivery for the Sales, Marketing and Product (SMP) team within GBSC.

Responsibilities

• Translate the SMP multi-year transformation strategy into actionable roadmaps, milestones, and outcomes
• Oversee initiatives that optimize processes, expand services, improve productivity, and enable scale
• Partner with technology teams on digital, automation, analytics, and AI solutions that improve efficiency, scale, and quality
• Coordinate cross-functional service integrations, operating model changes, and growth initiatives
• Lead continuous improvement and foster innovation, accountability, and operational excellence
• Own SMP intake management and governance across projects, processes, inquiries, compliance, and performance
• Establish governance for effective prioritization, decisions, and execution across the vertical
• Standardize processes, documentation, ownership, and change management to strengthen consistency and discipline
• Define service standards and governance routines that ensure quality and stakeholder satisfaction
• Partner across GBSC to set global standards, monitor adoption, and improve continuously
• Own SMP performance management, including KPIs, scorecards, reporting, and reviews
• Establish data governance and insights that provide reliable operational performance information
• Provide insights and recommendations for prioritization, resource allocation, and decisions
• Maintain executive reporting on service performance, operational health, transformation, and value realization
• Monitor dashboard health, refresh performance, and pipeline reliability
• Resolve data and reporting issues before they affect users
• Enforce data governance standards for documentation, naming, and certification

Requirements

• 10+ years of leadership experience in operations, transformation, consulting, business management, shared services, or related fields
• Proven ability to translate strategy into execution and deliver measurable business outcomes
• Strong operational and analytical acumen with experience translating performance, capacity, and service delivery insights into business outcomes
• Experience in performance management frameworks, KPI development, scorecards, and operational reporting
• Experience leading large-scale transformation, process optimization, and organizational change initiatives
• Deep understanding of governance, risk management, controls, and operational excellence practices
• Ability to lead cross-functional programs involving technology, automation, digital transformation, analytics, and AI capabilities
• Exceptional stakeholder management, communication, and executive presentation skills
• Strong problem-solving and decision-making capabilities with demonstrated ability to navigate ambiguity and competing priorities
• Proven track record leading operational excellence, transformation delivery, performance management, governance, or business management functions at enterprise scale
• Demonstrated success managing complex cross-functional programs and delivering measurable business value
• Bachelor's degree required; Business, Operations, Engineering, or related field preferred; advanced degree a plus
• Abide by Mastercard's security policies and practices; ensure confidentiality and integrity of information accessed; report suspected security violations or breaches; complete all periodic mandatory security trainings

Benefits

• Insurance (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 best-in-class company match
• Deferred compensation for eligible roles
• Fitness reimbursement or on-site fitness facilities
• Eligibility for tuition reimbursement

Pay

O'Fallon, Missouri: $142,000 - $234,000 USD base salary (may vary by location, job-related knowledge, skills, and experience; annual bonus or commissions may be eligible depending on role)

Mastercard intends to fill this position by 01/14/2027.