Senior Specialist, Customer Success Operations – Strategy & Enablement

About the role

Mastercard is seeking a Senior Specialist to lead Strategy & Enablement for its Customer Success Operations team. You will design scalable insights, tools, training, and workflows that empower global Customer Success teams to deliver consistent, high‑value outcomes for our clients.

Key responsibilities

• Translate strategic priorities into operating models, playbooks, segmentation approaches, and workflow standards for Loyalty Customer Success.
• Partner with leadership to define, document, and evolve best‑practice frameworks aligned with measurable outcomes.
• Create practical, adaptable frameworks that support regional execution while meeting local market needs.
• Develop training materials, workflow guides, adoption plans, and enablement resources for global teams.
• Identify capability gaps with Product, Program, and Regional teams and drive readiness initiatives.
• Manage change‑management plans, stakeholder feedback loops, and adoption of new tools, processes, and playbooks.

Required profile

• Proven experience in building and scaling operational models, playbooks, or enablement programs for customer‑facing teams.
• Strong partnership skills with cross‑functional leaders to drive alignment and execution.
• Ability to balance global consistency with local flexibility.
• Excellent communication and documentation skills.

Required skills

• Experience with workflow design and process documentation.
• Familiarity with enablement and change‑management methodologies.
• Analytical mindset to translate data‑driven insights into actionable tools.

What we offer

• Opportunity to shape global Customer Success strategy at a leading payments company.
• Collaborative, inclusive environment with access to Mastercard’s extensive resources.
• Competitive compensation and benefits package.