Vice President, Enterprise Operations

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 Vice President, Enterprise Operations Overview: Join our dynamic team in ONE (Operations, Network, and Employee) as we drive a transformational era of operational resiliency and supplier management. We're seeking talented individuals to join our team dedicated to driving operational resilience across the organization. As a member of our team, you'll play a critical role in ensuring the operational resiliency of Mastercard critical services, collaborating with infrastructure teams, engineers, BizOps, A&T and other stakeholders in Product and Region to deliver exceptional results. Role: As the Vice President, Resilience React Team Lead, you will be a critical leader responsible for building and orchestrating a high-performing "Resilience React Team." This team will be at the forefront of proactively addressing identified customer pain points ("hot spots") stemming from Broadscope events or severe customer disruptions, especially for Mastercard Critical Service (1A and 1B). You will be responsible for leading the strategic development and execution of projects aimed at mitigating impact, restoring services rapidly, and ultimately enhancing customer experience and trust. This role requires a strategic thinker with exceptional leadership, technical acumen, and the ability to drive cross-functional collaboration in high-pressure situations. Key responsibilities are: • Strategic Project Orchestration: o Develop and execute a strategic roadmap for addressing identified customer hot spots based on data from Broadscope events and severe customer disruptions. o Oversee the end-to-end lifecycle of multiple concurrent projects, ensuring they are delivered on time, within budget, and to the required quality standards. o Prioritize projects based on customer impact, business criticality, and feasibility. o Define clear project objectives, scope, timelines, and resource requirements. • Cross-Functional Collaboration: o Collaborate effectively with engineering, product, operations, customer support, and other relevant teams to understand the root causes of customer disruptions and develop effective solutions. o Build strong working relationships with stakeholders across the organization to ensure alignment and buy-in for resilience initiatives. o Facilitate clear and concise communication of project status, risks, and mitigation plans to senior leadership and stakeholders. • Data-Driven Decision Making: o Utilize data and analytics from Broadscope events and customer feedback to identify key areas of customer pain and inform project prioritization. o Track and report on project progress, key metrics, and the impact of resilience initiatives on customer experience. o Identify trends and patterns in customer disruptions to proactively address potential future issues. • Stakeholder Management and Communication: o Communicate effectively with senior leadership on the progress and impact of the Resilience React Team's work. o Manage expectations of internal and external stakeholders regarding project timelines and outcomes. o Provide clear and timely updates on project status and any potential roadblocks. • Team Leadership and Development: o Build, lead, and mentor a diverse and highly skilled "Resilience React Team" comprised of technical experts and project managers. o Foster a culture of proactive problem-solving, collaboration, and continuous improvement within the team. o Define clear roles and responsibilities, set ... (truncated, view full listing at source)