Director, Enterprise Operations

Mastercard Inc.; O’Fallon (MO); Hybrid; USD 152,000 - 258,000; Full time

Benefits offered by this job

Medical insurance

Flexible spending

Paid leaves

Vacation time

401k plan

Job summary

Mastercard Inc. in O’Fallon, MO is seeking a Director, Enterprise Operations to lead customer experience strategy and modernize service delivery across Desktop, Field Support, and TechBar.

You will manage a large, hybrid team including 16+ managers and ~200 contingent workers, drive automation and analytics, set KPIs and SLAs, and partner with enterprise stakeholders to ensure scalable, secure operations.

Responsibilities

• Define the global support strategy for Desktop, Field Support, and TechBar services, ensuring alignment with Mastercard’s enterprise technology roadmap and long term workplace experience vision.
• Lead the shift to proactive, digital first support by driving automation, self service, and modern service models that reduce friction and elevate employee experience.
• Advance continuous improvement through analytics, tooling optimization, and the adoption of emerging technologies that enhance service quality and operational efficiency.
• Ensure global service delivery excellence across North America, CALA, and Europe, establishing and governing KPIs, SLAs, CSAT, and experience based outcomes.
• Provide executive level insights and risk management while serving as the senior escalation point for high visibility or business critical issues.
• Lead and develop a high performing workforce, including a management team of 16+ employees and ~200 contingent workers, fostering an inclusive, accountable, and growth oriented culture.
• Oversee vendor, financial, and stakeholder partnerships

Job description

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 and Summary

Director, Enterprise Operations

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Overview

The Enterprise Operation team is looking for a Director, Enterprise Operations to drive our customer experience strategy forward by consistently innovating and problem-solving. This role provides strategic leadership to large, hybrid teams and builds a culture where people feel empowered, supported, and accountable for delivering exceptional employee centric services. The leader in this position partners closely with enterprise stakeholders to ensure support operations are scalable, secure, and aligned with organizational needs. Success requires someone who goes beyond operational management to develop talent, inspire high performing teams, modernize service delivery, and create future ready workplace technology experiences that reflect Mastercard’s strategy and values.

Role

• Define the global support strategy for Desktop, Field Support, and TechBar services, ensuring alignment with Mastercard’s enterprise technology roadmap and long term workplace experience vision.


• Lead the shift to proactive, digital first support by driving automation, self service, and modern service models that reduce friction and elevate employee experience.


• Advance continuous improvement through analytics, tooling optimization, and the adoption of emerging technologies that enhance service quality and operational efficiency.


• Ensure global service delivery excellence across North America, CALA, and Europe, establishing and governing KPIs, SLAs, CSAT, and experience based outcomes.


• Provide executive level insights and risk management while serving as the senior escalation point for high visibility or business critical issues.


• Lead and develop a high performing workforce, including a management team of 16+ employees and ~200 contingent workers, fostering an inclusive, accountable, and growth oriented culture.


• Oversee vendor, financial, and stakeholder partnerships

All About You

• Leads global end user computing and workplace technology across desktop, field support, and TechBar environments.


• Directs large, geographically dispersed teams and hybrid delivery models, including substantial contingent workforces.


• Drives enterprise modernization initiatives such as automation, digital first support, and proactive service models.


• Ensures consistent, high quality global service delivery across North America, CALA, and Europe.


• Establishes and governs KPIs, SLAs, CSAT, and experience metrics to drive operational excellence.


• Provides executive level reporting and risk insights for global support operations.


• Serves as senior escalation leader for high visibility or business critical issues.


• Builds and develops high performing leadership teams while fostering an inclusive, accountable culture.


• Oversees enterprise Microsoft 365 platforms including Teams, Exchange, OneDrive, SharePoint, Office apps, and identity integrations.


• Directs enterprise asset and mobility programs including lifecycle governance, inventory accuracy, refresh planning, and cost optimization.


• Ensures strong financial, vendor, and control stewardship in partnership with Procurement, Finance, and Security.


• Strengthens workplace collaboration and ITSM/automation capabilities to enhance productivity, efficiency, and user experience.

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.

In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [e-mail] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

#LI-FT1 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.

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


• on-site fitness facilities in some locations

Pay Ranges O'Fallon, Missouri: $152,000 - $258,000 USD

Everyone wants easier ways to pay; we invent them. Checkout lines are slow; we speed them along. Merchants want more sales; we give them data and insights. People need financial access; we connect them. Corporate purchasing is complicated; we make it simple. Commuters are busy; we speed them on their way. Governments need greater efficiencies; we help create them. Small businesses are virtual; we give them access to a world of buyers. Retailers want to fight fraud; we provide the tools.