Manager Customer Engagement and Performance

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 Manager Customer Engagement and Performance Who is Mastercard? Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Overview The Franchise model is the cornerstone of our success, fostering trust and confidence in our brand for nearly 60 years. It is the driving force behind our competitive edge, enabling global operations at scale and driving innovation across both traditional and new payment flows. Through this powerful business model, we ensure that hundreds of millions of consumers and merchants can make and accept payments every day with complete peace of mind. The Franchise team shapes the payments ecosystem by setting standards, onboarding new participants, resolving disputes, and ensuring the safety and integrity of our network. We are committed to building a long-term, healthy, and sustainable ecosystem that supports the continued growth of Mastercard. Be part of a team that is not just leading but redefining the world of payments. Role Assist with initiatives to enhance customer performance, strengthen fraud prevention, and deliver exceptional customer experiences across the NAM Franchise. This role combines expertise in card operations and fraud detection with strong collaboration and analytical skills to drive measurable results. • Provide customer engagement and advisory services through data-driven insights and performance optimization. • Serve as a trusted advisor to customers and internal stakeholders, developing relationships that promote trust and sustained collaboration. • Identify trends related to fraud, compliance, and overall performance, and assist in providing customers with timely and actionable recommendations. • Provide best practices, tailored insights, and dedicated support to teams through data-driven principles. • Partner with internal teams and customers to enhance fraud controls and implement proactive measures that safeguard the payments ecosystem. • Publish comprehensive trend reports and educational content tailored to customer needs. • Leverage robust data analytics to identify behavioral patterns, fraud trends, and emerging risks within the customer base. • Use data-driven insights to inform strategic recommendations for performance optimization, risk mitigation, and revenue growth. • Continuously seek opportunities to optimize customer experience and performance through tailored strategies and actionable recommendations. All About You • Proven experience in fraud prevention, card operations, and customer relationship management. • Strong analytical and problem-solving skills, with a demonstrated ability to translate complex data into clear, actionable insights for customers. • Knowledge of payment ecosystems, compliance, and emerging technologies relevant to the industry. • Ability to define problems, collect and interpret data, establish facts, and draw valid, actionable conclusions. • Strong project management skills, with superior organization, planning, and follow-through on multi-faceted initiatives. • Demonstrated capability to effectively manage multiple priorities in a fast-paced environment. Required ... (truncated, view full listing at source)