Vice President, Strategy & Operations at Mastercard

O’Fallon, Missouri, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Jan, 26

Salary

0.0

Posted On

12 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Thinking, Analytical Skills, Presentation Skills, Communication Skills, Project Management, Customer-Centric Mindset, Collaboration, Problem Solving, Efficiency Initiatives, Stakeholder Engagement, Self-Motivated, Operational Improvements, Customer Satisfaction, Data Analysis, Growth Strategies, Leadership

Industry

IT Services and IT Consulting

Description

Job Title: Vice President, Strategy & Operations Overview: 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 team—comprising Technology Account Management, Product Delivery, Customer Implementation Services, and Technical Support—works 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 units—including Product, Technology, CAM, and Services—to 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. To find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.

Responsibilities

Lead the cadence, standardization, and content development for business, operational, and strategic priorities with a focus on customer impact and experience. Drive progress on team goals and internal strategic projects focused on operational improvements and customer satisfaction.