Director, GBSC Operations Excellence and Value Delivery

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, GBSC Operations Excellence and Value Delivery

Overview

Mastercard’s Global Business Solutions Center (GBSC) is a strategic enterprise partner delivering transformation, business outcomes, and value across Mastercard. With more than 1,300 colleagues worldwide, GBSC provides 200+ services across 90 countries and all business units. Through operational, automation, analytics, and systems expertise, the team helps stakeholders optimize performance and create value.

We are seeking a Director, GBSC Operations Excellence and Value Delivery for the Sales, Marketing and Product (SMP) team under GBSC to lead operational performance, governance, transformation, continuous improvement, and strategic delivery.

The role oversees governance, performance, risk and controls, operational excellence, and execution of the SMP transformation roadmap. This individual will drive efficiency and innovation through technology, automation, and AI while partnering across GBSC, functional teams, technology, and external partners to deliver measurable outcomes.

Role

• Translate the SMP multi-year transformation strategy into actionable roadmaps, milestones, and outcomes.

• Oversee initiatives that optimize processes, expand services, improve productivity, and enable scale.

• Partner with technology teams on digital, automation, analytics, and AI solutions that improve efficiency, scale, and quality.

• Coordinate cross-functional service integrations, operating model changes, and growth initiatives.

• Lead continuous improvement and foster innovation, accountability, and operational excellence.

• Own SMP intake management and governance across projects, processes, inquiries, compliance, and performance.

• Establish governance for effective prioritization, decisions, and execution across the vertical.

• Standardize processes, documentation, ownership, and change management to strengthen consistency and discipline.

• Define service standards and governance routines that ensure quality and stakeholder satisfaction.

• Partner across GBSC to set global standards, monitor adoption, and improve continuously.

• Own SMP performance management, including KPIs, scorecards, reporting, and reviews.

• Establish data governance and insights that provide reliable operational performance information.

• Provide insights and recommendations for prioritization, resource allocation, and decisions.

• Maintain executive reporting on service performance, operational health, transformation, and value realization.

• Monitor dashboard health, refresh performance, and pipeline reliability.

• Resolve data and reporting issues before they affect users.

• Enforce data governance standards for documentation, naming, and certification.

All About You

The ideal candidate for this position should have:

• 10+ years of leadership experience in operations, transformation, consulting, business management, shared services, or related fields.

• Proven ability to translate strategy into execution and deliver measurable business outcomes.

• Strong operational and analytical acumen with experience translating performance, capacity, and service delivery insights into business outcomes.

• Experience in performance management frameworks, KPI development, scorecards, and operational reporting.

• Experience leading large-scale transformation, process optimization, and organizational change initiatives.

• Deep understanding of governance, risk management, controls, and operational excellence practices.

• Ability to lead cross-functional programs involving technology, automation, digital transformation, analytics, and AI capabilities.

• Exceptional stakeholder management, communication, and executive presentation skills.

• Strong problem-solving and decision-making capabilities with a demonstrated ability to navigate ambiguity and competing priorities.

• Proven track record leading operational excellence, transformation delivery, performance management, governance, or business management functions at enterprise scale.

• Demonstrated success managing complex cross-functional programs and delivering measurable business value.

• Bachelor's degree required; Business, Operations, Engineering, or related field preferred. Advanced degree is a plus.

Corporate Security Responsibility

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position 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.

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 [email protected] 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.

THIS POSTING RELECTS ONE OR MORE CURRENT VACANCIES ON OUR TEAM, AND MASTERCARD INTENDS TO FILL THIS POSITION BY 01/14/2027. If the fill date has passed, Mastercard intends to fill this position as soon as possible.

Pay Ranges

O'Fallon, Missouri: $142,000 - $234,000 USD