NAM Cardholder Services Manager, Product Excellence

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
NAM Cardholder Services Manager, Product Excellence
Cardholder Services delivers best in class benefits for Mastercard cardholders to drive peace of mind, offer incremental value, and enhance the experience associated with purchases. With a dual mandate to enhance the Core value proposition and materially contribute to Core revenue, Cardholder Services is a dynamic and high impact line of business. The team combines deep product expertise and partner management excellence to deliver industry leading customer experiences.
The Manager, Product Excellence role is a critical function that will lead strategic, operational and financial processes associated with Cardholder Services products, and support product optimization and team strategy.
Key responsibilities:
Operations: ownership of billing and operations processes for Cardholder Services team to maximize team and product performance.
Work closely with billing and finance teams to optimize processes, ensure alignment across stakeholders, and own process documentation and updates.
Oversee onboarding of new Customers or Programs to the billing system, purchase order tracking and invoice payment to .
Document and manage multi-phase plan for reporting platform, including new reporting setup and dashboard.
Provide support to team members for Customer-facing reporting on product performance, billing and value to Customer and Cardholder, and for required vendor reporting.
Project manage updates to Cardholder-facing materials, including guides to benefits, Mastercard digital assets, and Customer channels, to ensure accuracy of benefits information that is presented to Cardholders
Prepare and communicate data, insights and trends to stakeholders.
Financial management: ensure accurate representation of Cardholder Services financials.
Serve as liaison with Finance team on forecasting, and with Sales and other stakeholders on pipeline reporting.
Model scenarios in partnership with product leads and other stakeholders for initiatives including new product launches and custom solutions.
Own internal reporting, including executive updates.
Product and Strategy:
Partner with Product leads to assess new product launches and enhancements through business modeling and analysis of performance and market data.
Support new pricing and product launches through project management of requirements, approvals and related internal and external communications (i.e. bulletin announcements).
Map and maintain sales enablement processes, from pre-sales through implementation, for each benefit line of business.
All About You
Education and experience in finance or operations, preferably in the B2B2C and payments space
Ability to translate data into consumable narratives and deliverables, tailored for audiences varied from other operations and product stakeholders to executives.
Experience in developing models, reporting platforms and operational processes, ideally for product organizations.
Excellent communication (verbal and presentation) and stakeholder management skills, ideally with experience working in global, matrixed organizations.
Ability to operate strategically while managing multiple complex initiatives in fast paced environments.
Understanding of and passion for North America payments industry, with eagerness to learn and expand knowledgebase.
Initiative to build relationships with the team, contributing ideas and developing relationships with key internal partners within an assigned area.
Desire to understand, support and lean into product organization.
Exemplifies Mastercard values: Create Value, Grow Together, and Move Fast. The Specialist, Product Excellence role is a critical function that will lead operational and financial processes associated with Cardholder Services products, and support product optimization and team efficiency. The position will be depended on to offer guidance on strategic initiatives through business modeling, interpret market and performance data, and support critical functions that drive revenue and deepen partnerships with Customers.
Key responsibilities:• Product excellence: management of billing, reporting and operations processes for Cardholder Services team to maximize team and product performance.
o Work closely with billing and finance teams to optimize processes, ensure alignment across stakeholders, and own process documentation and updates.
o Oversee onboarding of new Customers or Programs to the billing system, purchase order tracking and invoice payment.
o Document and manage multi-phase plan for reporting platform, including new reporting setup and dashboard.
o Provide support to team members for Customer-facing reporting on product performance, billing and value to Customer and Cardholder, and for required vendor reporting.
o Project manage updates to Cardholder-facing materials, including guides to benefits, Mastercard digital assets, and Customer channels, to ensure accuracy of benefits information that is presented to Cardholders
o Prepare and communicate data, insights and trends to stakeholders.• Financial management:
o Serve as liaison with Finance team to ensure accurate forecasting.
o Model scenarios in partnership with product leads and other stakeholders for initiatives including new product launches and custom solutions.
o Own internal reporting, including executive updates. • Product and Strategy:
o Support new pricing and product launches through project management of requirements, approvals and related internal and external communications (i.e. bulletin announcements).
o Map and maintain sales enablement processes, from pre-sales through implementation, for each benefit line of business.
o Opportunity to manage Servicing line of business.
All About You• Education and experience in finance or operations, preferably in the B2B2C and payments space• Ability to translate data into consumable narratives and deliverables, tailored for audiences varied from other operations and product stakeholders to executives.• Experience in developing models, reporting platforms and operational processes, ideally for product organizations.• Excellent communication (verbal and presentation) and stakeholder management skills, ideally with experience working in global, matrixed organizations.• Ability to operate strategically while managing multiple complex initiatives in fast paced environments.• Understanding of and passion for North America payments industry, with eagerness to learn and expand knowledgebase.• Initiative to build relationships with own team, contributing ideas and developing relationships with key internal partners within an assigned area.• Desire to understand, support and lean into product organization.• Exemplifies Mastercard values: Create Value, Grow Together, and Move Fast.
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.
Pay Ranges
Purchase, New York: $150,000 - $254,000 USD