Director, Enterprise Operations

About the role

Mastercard is seeking a Director of Enterprise Operations to lead its global support strategy across Desktop, Field Support, and TechBar services. The role focuses on driving a proactive, digital‑first support model that enhances employee experience while aligning with the company’s technology roadmap and workplace vision.

Key responsibilities

• Define and execute the global support strategy for Desktop, Field Support, and TechBar services.
• Lead the transition to proactive, digital‑first support through automation, self‑service, and modern service models.
• Advance continuous improvement using analytics, tooling optimization, and emerging technologies.
• Ensure service delivery excellence across North America, CALA, and Europe, governing KPIs, SLAs, and CSAT metrics.
• Provide executive‑level insights, risk management, and act as senior escalation point for critical issues.
• Develop and mentor a high‑performing workforce, including a management team.

Required profile

• Proven strategic leadership experience managing large, hybrid teams.
• Strong partnership skills with enterprise stakeholders to align support operations with business needs.
• Track record of talent development and building high‑performing cultures.
• Ability to modernize service delivery and implement future‑ready workplace technology.

Required skills

What we offer

• Opportunity to shape global support strategy for a leading payments technology company.
• Collaborative environment focused on innovation and employee empowerment.