Vice President, Customer Delivery (Merchant)

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Job Title

Vice President, Customer Delivery (Merchant)

OVERVIEW

The U.S. Product Delivery (USPD) team is part of the North American Markets Customer Delivery organization. USPD is a customer-facing team that leads the deployment of Mastercard Products and Services to market in partnership with our issuing, acquiring and merchant customers, other payments eco-system constituents, and a variety of internal partners.

USPD is responsible for helping customers manage the technical and business aspects of a product launch while ensuring they have an exceptional end-to-end delivery experience with Mastercard. Additionally, USPD is focused on integrating our delivery experience, strategic learnings and market knowledge back into product management and implementation processes, to help improve our products, processes and services.

Delivery of Products and Services to our Merchant and Acquiring partners continues to be a priority for the North American Market. As such, the Merchants and Acceptance Delivery vertical within the USPD team is responsible for ensuring successful market readiness and delivery of a broad range of critical products and value-added services. Some of the product and services that fall within the delivery scope of our team include, EMV and Contactless, Masterpass, MDES for Merchants (Card of File Tokenization product) and other Enterprise & Security Solutions.

ROLE

Lead, support, motivate and inspire a high-performing team of Services Delivery managers as they lead projects covering the product areas listed above.
Lead strategic and detailed dialogue and collaboration with key internal teams, including Global and Regional Product teams (GP&S), other USPD Verticals (e.g., Core, Digital), Customer Implementation Services (CIS), Global Customer Services (GCS), Franchise (LFI), and others to:
• Identify and evaluate new products coming to market
• Ensure market readiness and our ability to deliver them effectively and efficiently to customers
• Provide feedback to internal partners on solution enhancements or new product constructs
• Lead execution of delivery process improvements
In this role you will additionally lead the development of subject matter expertise across team and maintain industry exposure to allow self and team to dynamically consult with customers regarding successful solution deployment strategies and best practices.
Areas include but are not limited to: transaction processing and gateways, marketing, operations, fraud mitigation, billing, security, lost/stolen processing, account closures/reissues, benefits, loyalty, testing, etc.
Develop quantitative and qualitative implementation benchmarks for all product areas supported to maximize staff effectiveness and ensure resources are aligned with regional priorities.
Build and execute performance evaluation and staff development tools and opportunities to ensure both individual and overall team performance exceeds MasterCard standards of “Execution with Excellence”.

ALL ABOUT YOU

Significant experience in financial services, financial institutions, technology services, processors, Acquirers or regional/national networks required.
• Experience with Acquirers or Merchant Acceptance in at least vertical (Retail, Travel, Groceries, Fuel and/or Restaurants) highly desired
• Experience with EMV Contact and Contactless migration a plus
Excellent people leader – able to effectively lead team members as well as influence other teams, both internal and external.
Proven people management and leadership skills gained through managing a team of professionals in multiple locations.
Excellent written and oral communicator with strong customer relationship management skills. Able to build and maintain strong, positive working relationships at all levels within client and internal organizations.
Able to seamlessly integrate and implement technical solutions to meet business requirements.
Proactive with proven ability to lead change at all functional levels. Ability to thrive and effectively collaborate in a dynamic, fast-paced, team environment.
Proven abilities in project management, problem solving and planning skills with a demonstrated record of success managing multiple projects with external clients and internal business partners.
Process improvement experience in identifying continuous improvement, efficiencies and faster ways to get work done with sustained quality.
Superior, demonstrated external client relationship management skills required
Travel may be required (up to 20%).

Mastercard is an inclusive Equal Employment 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.​

If you require accommodations or assistance to complete the online application process, please contact reasonable.accommodation@mastercard.com 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.