Sr Specialist, Customer Success Operations – Strategy & Enablement
for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences.
We need to decide which sections to include. The posting includes:
- Purpose (Our Purpose) – maybe "About the role"? Actually "Our Purpose" is about company, not role. Could be "About the role"? Not exactly. But we can include a section "About the role" summarizing purpose? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can choose headings that match content.
We have content: Title and Summary (role description). Overview (Services within Mastercard...). Role (detailed responsibilities). All About You (qualifications/requirements). Benefits (Mastercard benefits...). Pay Ranges (specific numbers). Also Corporate Security Responsibility (maybe part of responsibilities? but could be omitted as boilerplate? It's security responsibility, maybe considered boilerplate? It's not EEO but it's still policy. Might be considered boilerplate? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. Corporate security responsibility might be considered legal boilerplate? It's about security policies. Might be considered boilerplate; safer to drop. Also "Mastercard is a merit-based, inclusive, equal opportunity employer..." is EEO boilerplate, should be removed. Also "In line with Mastercard’s total compensation philosophy..." is generic but leads to Pay Ranges; we can keep Pay section.
We need to preserve ALL substantive information; do not invent or summarize away detail. So we need to keep the specifics: role description, overview, responsibilities, qualifications, benefits, pay ranges.
We need to format using headings and - for lists,
for prose.
We need to decide sections: Perhaps "About the role" (summary), "Responsibilities" (detailed role duties), "Requirements" (All About You), "Benefits", "Pay". Possibly also "Overview" could be part of About the role. But we need to avoid thin sections. Could combine Overview and Purpose into About the role.
Let's extract substantive content:
Our Purpose: Mastercard powers economies and empowers people in 200+ countries... (company mission). Could be part of About the role.
Title And Summary: Sr Specialist, Customer Success Operations – Strategy & Enablement. The Customer Success Operations – Strategy & Enablement role develops the insights, tools, training, workflows, and scalable operating practices that enable Customer Success teams to deliver consistent value globally. This role packages strategy into practical playbooks, enablement resources, workflow guidance, and insight-driven tools that can be applied across regions while remaining flexible for local market needs.
Overview: 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 Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion.
Role: Are you passionate about building globally scalable insights, tools, training, workflows, and operating models that help Customer Success teams deliver consistently exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations Senior Specialist focused on Strategy & Enablement.
Then bullet-like paragraphs:
Strategy & Operating Model Development
- Support the Loyalty Customer Success Operations roadmap and translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards.
- Partner with leadership to define, document, and evolve Customer Success best practices, with clear alignment to measurable outcomes.
- Create practical frameworks that help regional teams execute consistently while adapting to local market needs.
Enablement, Training & Change Management
- Develop training materials, workflow guides, adoption plans, and enablement resources that help global Customer Success teams implement common practices.
- Partner with Customer Success, Product, Program, and Regional teams to identify capability gaps and improve team readiness.
- Support adoption of new tools, processes, and playbooks through clear change-management plans and stakeholder feedback loops.
- Research emerging trends, including AI in Customer Success, to inform strategy, innovation, and continuous improvement.
Cross-Functional Collaboration
- Collaborate with Product, Value Enablement, Program, regional Customer Success, and business leadership teams to embed Customer Success practices into broader priorities.
- Champion best practices and scalable workflows across the organization.
- Connect strategic initiatives to measurable outcomes so teams understand what to execute and why it matters.
All About You:
- Experience in Customer Success Operations, Strategy, Enablement, Sales Excellence, Delivery Excellence, Business Operations, or related roles.
- Proven ability to design scalable processes, playbooks, frameworks, and enablement materials that translate strategy into execution.
- Strong verbal and written communication skills, with the ability to convey vision, goals, progress, and change-management messages clearly.
- Ability to work globally and cross-functionally, influencing without authority and gaining stakeholder buy-in across diverse teams.
- Strong analytical and strategic-thinking skills, with the ability to convert insights into practical recommendations, training, tools, and workflows.
- Experience developing or supporting training, adoption, change management, and enablement programs for new processes or technologies.
- Comfortable working with Customer Success technology and reporting tools such as Gainsight, Salesforce, Tableau, or similar platforms; hands-on configuration experience is helpful but not required.
- Strong ownership mindset, deep sense of curiosity, continuous-improvement orientation, and passion for building repeatable models that improve customer and colleague outcomes.
- Passionate about delivering for customers and championing a customer-centric mentality.
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.
Pay Ranges: Purchase, New York: $95,000 - $158,000 USD; Atlanta, Georgia: $83,000 - $137,000 USD.
We also have "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." This is generic but we can incorporate into Pay section.
We need to avoid filler like "competitive base salary" maybe okay as it's substantive? It's generic but not placeholder. Might keep.
We need to output HTML fragment only.
Let's structure:
About the role
Our Purpose: Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title: Sr Specialist, Customer Success Operations – Strategy & Enablement. The Customer Success Operations – Strategy & Enablement role develops the insights, tools, training, workflows, and scalable operating practices that enable Customer Success teams to deliver consistent value globally. This role packages strategy into practical playbooks, enablement resources, workflow guidance, and insight-driven tools that can be applied across regions while remaining flexible for local market needs.
Overview: 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 Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion.
Then Responsibilities: maybe combine the three bullet groups under Responsibilities.
Responsibilities
- Strategy & Operating Model Development
- Support the Loyalty Customer Success Operations roadmap and translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards.
- Partner with leadership to define, document, and evolve Customer Success best practices, with clear alignment to measurable outcomes.
- Create practical frameworks that help regional teams execute consistently while adapting to local market needs.
- Enablement, Training & Change Management
- Develop training materials, workflow guides, adoption plans, and enablement resources that help global Customer Success teams implement common practices.
- Partner with Customer Success, Product, Program, and Regional teams to identify capability gaps and improve team readiness.
- Support adoption of new tools, processes, and playbooks through clear change-management plans and stakeholder feedback loops.
- Research emerging trends, including AI in Customer Success, to inform strategy, innovation, and continuous improvement.
- Cross-Functional Collaboration
- Collaborate with Product, Value Enablement, Program, regional Customer Success, and business leadership teams to embed Customer Success practices into broader priorities.
- Champion best practices and scalable workflows across the organization.
- Connect strategic initiatives to measurable outcomes so teams understand what to execute and why it matters.
But nested lists may be okay. However instruction: Use - for any list of duties/requirements/benefits. It didn't forbid nested lists. Could flatten: each bullet as
- with heading inside? Could use
- Strategy & Operating Model Development: ... but that's mixing. Sim
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences. We need to decide which sections to include. The posting includes: - Purpose (Our Purpose) – maybe "About the role"? Actually "Our Purpose" is about company, not role. Could be "About the role"? Not exactly. But we can include a section "About the role" summarizing purpose? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can choose headings that match content.
We have content: Title and Summary (role description). Overview (Services within Mastercard...). Role (detailed responsibilities). All About You (qualifications/requirements). Benefits (Mastercard benefits...). Pay Ranges (specific numbers). Also Corporate Security Responsibility (maybe part of responsibilities? but could be omitted as boilerplate? It's security responsibility, maybe considered boilerplate? It's not EEO but it's still policy. Might be considered boilerplate? The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. Corporate security responsibility might be considered legal boilerplate? It's about security policies. Might be considered boilerplate; safer to drop. Also "Mastercard is a merit-based, inclusive, equal opportunity employer..." is EEO boilerplate, should be removed. Also "In line with Mastercard’s total compensation philosophy..." is generic but leads to Pay Ranges; we can keep Pay section.
We need to preserve ALL substantive information; do not invent or summarize away detail. So we need to keep the specifics: role description, overview, responsibilities, qualifications, benefits, pay ranges.
We need to format using headings and - for lists,
for prose.
We need to decide sections: Perhaps "About the role" (summary), "Responsibilities" (detailed role duties), "Requirements" (All About You), "Benefits", "Pay". Possibly also "Overview" could be part of About the role. But we need to avoid thin sections. Could combine Overview and Purpose into About the role.
Let's extract substantive content:
Our Purpose: Mastercard powers economies and empowers people in 200+ countries... (company mission). Could be part of About the role.
Title And Summary: Sr Specialist, Customer Success Operations – Strategy & Enablement. The Customer Success Operations – Strategy & Enablement role develops the insights, tools, training, workflows, and scalable operating practices that enable Customer Success teams to deliver consistent value globally. This role packages strategy into practical playbooks, enablement resources, workflow guidance, and insight-driven tools that can be applied across regions while remaining flexible for local market needs.
Overview: 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 Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion.
Role: Are you passionate about building globally scalable insights, tools, training, workflows, and operating models that help Customer Success teams deliver consistently exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations Senior Specialist focused on Strategy & Enablement.
Then bullet-like paragraphs:
Strategy & Operating Model Development
- Support the Loyalty Customer Success Operations roadmap and translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards.
- Partner with leadership to define, document, and evolve Customer Success best practices, with clear alignment to measurable outcomes.
- Create practical frameworks that help regional teams execute consistently while adapting to local market needs.
Enablement, Training & Change Management
- Develop training materials, workflow guides, adoption plans, and enablement resources that help global Customer Success teams implement common practices.
- Partner with Customer Success, Product, Program, and Regional teams to identify capability gaps and improve team readiness.
- Support adoption of new tools, processes, and playbooks through clear change-management plans and stakeholder feedback loops.
- Research emerging trends, including AI in Customer Success, to inform strategy, innovation, and continuous improvement.
Cross-Functional Collaboration
- Collaborate with Product, Value Enablement, Program, regional Customer Success, and business leadership teams to embed Customer Success practices into broader priorities.
- Champion best practices and scalable workflows across the organization.
- Connect strategic initiatives to measurable outcomes so teams understand what to execute and why it matters.
All About You:
- Experience in Customer Success Operations, Strategy, Enablement, Sales Excellence, Delivery Excellence, Business Operations, or related roles.
- Proven ability to design scalable processes, playbooks, frameworks, and enablement materials that translate strategy into execution.
- Strong verbal and written communication skills, with the ability to convey vision, goals, progress, and change-management messages clearly.
- Ability to work globally and cross-functionally, influencing without authority and gaining stakeholder buy-in across diverse teams.
- Strong analytical and strategic-thinking skills, with the ability to convert insights into practical recommendations, training, tools, and workflows.
- Experience developing or supporting training, adoption, change management, and enablement programs for new processes or technologies.
- Comfortable working with Customer Success technology and reporting tools such as Gainsight, Salesforce, Tableau, or similar platforms; hands-on configuration experience is helpful but not required.
- Strong ownership mindset, deep sense of curiosity, continuous-improvement orientation, and passion for building repeatable models that improve customer and colleague outcomes.
- Passionate about delivering for customers and championing a customer-centric mentality.
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.
Pay Ranges: Purchase, New York: $95,000 - $158,000 USD; Atlanta, Georgia: $83,000 - $137,000 USD.
We also have "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." This is generic but we can incorporate into Pay section.
We need to avoid filler like "competitive base salary" maybe okay as it's substantive? It's generic but not placeholder. Might keep.
We need to output HTML fragment only.
Let's structure:
About the role
Our Purpose: Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title: Sr Specialist, Customer Success Operations – Strategy & Enablement. The Customer Success Operations – Strategy & Enablement role develops the insights, tools, training, workflows, and scalable operating practices that enable Customer Success teams to deliver consistent value globally. This role packages strategy into practical playbooks, enablement resources, workflow guidance, and insight-driven tools that can be applied across regions while remaining flexible for local market needs.
Overview: 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 Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion.
Then Responsibilities: maybe combine the three bullet groups under Responsibilities.
Responsibilities
- Strategy & Operating Model Development
- Support the Loyalty Customer Success Operations roadmap and translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards.
- Partner with leadership to define, document, and evolve Customer Success best practices, with clear alignment to measurable outcomes.
- Create practical frameworks that help regional teams execute consistently while adapting to local market needs.
- Enablement, Training & Change Management
- Develop training materials, workflow guides, adoption plans, and enablement resources that help global Customer Success teams implement common practices.
- Partner with Customer Success, Product, Program, and Regional teams to identify capability gaps and improve team readiness.
- Support adoption of new tools, processes, and playbooks through clear change-management plans and stakeholder feedback loops.
- Research emerging trends, including AI in Customer Success, to inform strategy, innovation, and continuous improvement.
- Cross-Functional Collaboration
- Collaborate with Product, Value Enablement, Program, regional Customer Success, and business leadership teams to embed Customer Success practices into broader priorities.
- Champion best practices and scalable workflows across the organization.
- Connect strategic initiatives to measurable outcomes so teams understand what to execute and why it matters.
But nested lists may be okay. However instruction: Use - for any list of duties/requirements/benefits. It didn't forbid nested lists. Could flatten: each bullet as
- with heading inside? Could use
- Strategy & Operating Model Development: ... but that's mixing. Sim
- for lists,
for prose. We need to decide sections: Perhaps "About the role" (summary), "Responsibilities" (detailed role duties), "Requirements" (All About You), "Benefits", "Pay". Possibly also "Overview" could be part of About the role. But we need to avoid thin sections. Could combine Overview and Purpose into About the role. Let's extract substantive content: Our Purpose: Mastercard powers economies and empowers people in 200+ countries... (company mission). Could be part of About the role. Title And Summary: Sr Specialist, Customer Success Operations – Strategy & Enablement. The Customer Success Operations – Strategy & Enablement role develops the insights, tools, training, workflows, and scalable operating practices that enable Customer Success teams to deliver consistent value globally. This role packages strategy into practical playbooks, enablement resources, workflow guidance, and insight-driven tools that can be applied across regions while remaining flexible for local market needs. Overview: 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 Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion. Role: Are you passionate about building globally scalable insights, tools, training, workflows, and operating models that help Customer Success teams deliver consistently exceptional value? Join Mastercard’s Services Customer Success team as a Customer Success Operations Senior Specialist focused on Strategy & Enablement. Then bullet-like paragraphs: Strategy & Operating Model Development - Support the Loyalty Customer Success Operations roadmap and translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards. - Partner with leadership to define, document, and evolve Customer Success best practices, with clear alignment to measurable outcomes. - Create practical frameworks that help regional teams execute consistently while adapting to local market needs. Enablement, Training & Change Management - Develop training materials, workflow guides, adoption plans, and enablement resources that help global Customer Success teams implement common practices. - Partner with Customer Success, Product, Program, and Regional teams to identify capability gaps and improve team readiness. - Support adoption of new tools, processes, and playbooks through clear change-management plans and stakeholder feedback loops. - Research emerging trends, including AI in Customer Success, to inform strategy, innovation, and continuous improvement. Cross-Functional Collaboration - Collaborate with Product, Value Enablement, Program, regional Customer Success, and business leadership teams to embed Customer Success practices into broader priorities. - Champion best practices and scalable workflows across the organization. - Connect strategic initiatives to measurable outcomes so teams understand what to execute and why it matters. All About You: - Experience in Customer Success Operations, Strategy, Enablement, Sales Excellence, Delivery Excellence, Business Operations, or related roles. - Proven ability to design scalable processes, playbooks, frameworks, and enablement materials that translate strategy into execution. - Strong verbal and written communication skills, with the ability to convey vision, goals, progress, and change-management messages clearly. - Ability to work globally and cross-functionally, influencing without authority and gaining stakeholder buy-in across diverse teams. - Strong analytical and strategic-thinking skills, with the ability to convert insights into practical recommendations, training, tools, and workflows. - Experience developing or supporting training, adoption, change management, and enablement programs for new processes or technologies. - Comfortable working with Customer Success technology and reporting tools such as Gainsight, Salesforce, Tableau, or similar platforms; hands-on configuration experience is helpful but not required. - Strong ownership mindset, deep sense of curiosity, continuous-improvement orientation, and passion for building repeatable models that improve customer and colleague outcomes. - Passionate about delivering for customers and championing a customer-centric mentality. 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. Pay Ranges: Purchase, New York: $95,000 - $158,000 USD; Atlanta, Georgia: $83,000 - $137,000 USD. We also have "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." This is generic but we can incorporate into Pay section. We need to avoid filler like "competitive base salary" maybe okay as it's substantive? It's generic but not placeholder. Might keep. We need to output HTML fragment only. Let's structure:
About the role
Our Purpose: Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title: Sr Specialist, Customer Success Operations – Strategy & Enablement. The Customer Success Operations – Strategy & Enablement role develops the insights, tools, training, workflows, and scalable operating practices that enable Customer Success teams to deliver consistent value globally. This role packages strategy into practical playbooks, enablement resources, workflow guidance, and insight-driven tools that can be applied across regions while remaining flexible for local market needs.
Overview: 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 Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion.
Then Responsibilities: maybe combine the three bullet groups under Responsibilities.Responsibilities
- Strategy & Operating Model Development
- Support the Loyalty Customer Success Operations roadmap and translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards.
- Partner with leadership to define, document, and evolve Customer Success best practices, with clear alignment to measurable outcomes.
- Create practical frameworks that help regional teams execute consistently while adapting to local market needs.
- Enablement, Training & Change Management
- Develop training materials, workflow guides, adoption plans, and enablement resources that help global Customer Success teams implement common practices.
- Partner with Customer Success, Product, Program, and Regional teams to identify capability gaps and improve team readiness.
- Support adoption of new tools, processes, and playbooks through clear change-management plans and stakeholder feedback loops.
- Research emerging trends, including AI in Customer Success, to inform strategy, innovation, and continuous improvement.
- Cross-Functional Collaboration
- Collaborate with Product, Value Enablement, Program, regional Customer Success, and business leadership teams to embed Customer Success practices into broader priorities.
- Champion best practices and scalable workflows across the organization.
- Connect strategic initiatives to measurable outcomes so teams understand what to execute and why it matters.
- for any list of duties/requirements/benefits. It didn't forbid nested lists. Could flatten: each bullet as
- with heading inside? Could use
- Strategy & Operating Model Development: ... but that's mixing. Sim
- Strategy & Operating Model Development