Director, Office of Transformation Process Redesign

Mastercard; New York (NY); On-site; USD 185,000 - 296,000; Full time

Job summary

Mastercard seeks a Director, Office of Transformation Process Redesign, to lead end-to-end process discovery and redesign across transformation initiatives. You will define operating models, map current and future states, and architect scalable processes that integrate compliance, contracting, billing, and product configuration.

You will embed AI and automation thoughtfully, guiding cross-functional teams to measurable performance improvements.

Qualifications

• Proven track record translating ambiguous intent into an actionable operating plan.
• Deep expertise in business process optimization and redesign with implementation handoff.
• Structural thinker able to map components and dependencies to quick wins.
• Results-oriented approach linking strategy to measurable process performance.
• Excellent project management and cross-functional leadership in complex environments.
• Experience navigating matrixed organizations and influencing without authority.
• Experience modernizing legacy processes and operating models.
• Identify AI/automation use cases with scalable impact while avoiding automation for its own sake.
• Lean Six Sigma process redesign expertise.

Responsibilities

• Lead end-to-end process discovery, current-state mapping, and future-state redesign for a Transformation area, owning design from concept through implementation handoff.
• Define processes, decision points, dependencies, and handoffs that can run interdependently and at scale.
• Architect redesigned processes integrating compliance, risk, contracting, billing, and product configuration into a coherent flow.
• Identify and de-risk cross-functional roadblocks, creating short paths to positive outcomes across product, tech, and operations partners.
• Build frameworks, standards, and reusable process patterns applicable across Mastercard products.
• Define where AI, automation, and agent-supported workflows should be embedded to streamline and automate without adding legacy complexity.
• Instrument redesigned processes with the right metrics and ensure continuous performance inspection and improvement.
• Communicate progress and recommendations clearly to senior executives, including escalations and trade-offs as needed.

Skills

Process redesign

AI fluency

Lean Six Sigma

Cross-functional collaboration

Strategic thinking

Job description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build asustainableeconomy where everyone can prosper. We support a wide range of digital payments choices, making transactionssecure, 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, Office of Transformation Process Redesign

Overview

The Transformation Team leads strategic change initiatives to reimagine how Mastercard works and scales, simplifies, and accelerates business outcomes. The team partners across leadership, product, technology, and operations to design and implement new organizational models, embed AI across key workflows, drive enterprise-wide transformation programs, improve operating effectiveness, and ensure successful adoption of change. By combining strategy, AI engineering, organizational design, change management, and program execution, the team helps align people, processes, and priorities to support long-term growth and business performance.

The Process Redesign Lead is accountable for defining the operating model and process architecture: leading process discovery, mapping current-state journeys, and architecting redesigned processes through to implementation handoff. The Director-level Process Redesign Lead brings deep process expertise, AI fluency, and structural-frame thinking to the most ambiguous, cross-functional problem spaces, translating strategic intent into clean, scalable operating designs. The ideal candidate is highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset, with a track record of modernizing legacy processes in a matrixed organization.

Role

In this role, you will:

• Lead end-to-end process discovery, current-state mapping, and future-state redesign for a given Transformation area, owning the design from concept through implementation handoff.
• Translate ambiguous strategic intent into a clean operating plan by defining processes, decision points, dependencies, and handoffs that can run interdependently and at scale.
• Architect redesigned processes that integrate requirements from compliance and risk, contracting, billing, and product configuration into a coherent, frictionless flow.
• Identify and de-risk cross-functional roadblocks, structuring short paths to positive outcomes across product, technology, and operations partners.
• Build the frameworks, standards, and reusable process patterns that allow redesigned experiences to be applied consistently across Mastercard products.
• Define where AI, automation, and agent-supported workflows should be embedded into redesigned processes, applying a “streamline, then automate” discipline so technology amplifies a well-designed operating model rather than replicating legacy complexity.
• Partner cross-functionally to instrument redesigned processes with the right metrics, ensuring performance is continuously inspected and improved.
• Communicate clear, concise progress and recommendations to senior executive stakeholders, issuing escalations and trade-off decisions as necessary.

All About You

• A proven track record of translating ambiguous intent into a clean operating plan, and then running the system interdependently.
• Deep expertise in business process optimization and process redesign, including current-/future-state mapping and implementation handoff.
• Structural thinker who can understand process components and dependencies and identify the shortest path to effective outcomes.
• A results-oriented approach that integrates strategic intent and business outcomes with rigorous, continuous inspection of process performance.
• Excellent project management skills and experience leading cross-functional efforts, especially in areas with little prior background or context.
• Skill in navigating matrixed organizations, and influencing without formal authority.
• Experience modernizing legacy systems, processes, and operating models.
• Experience identifying practical AI and automation use cases within process redesign, with the judgment to distinguish scalable opportunities from automation for automation’s sake.
• Experience with Lean Six Sigma process redesign.
• An ability to recognize discordant views and take part in constructive dialog to resolve them.
• Clear and concise verbal and written communication.

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. 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.

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. 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: $177,000 - $284,000 USD

Arlington, Virginia: $177,000 - $284,000 USD

New York City, New York: $185,000 - $296,000 USD