Manager – Support Operations & Process Improvements

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 – Support Operations & Process Improvements Overview We are seeking a highly analytical and operations-driven professional to manage customer support processes while driving project execution and automation initiatives using Alteryx or AI capabilities. This role sits at the intersection of customer experience, operational efficiency, and data automation, requiring a strong problem-solving mindset and the ability to translate business needs into scalable workflows. The Manager – Support Operations & Process Improvements within Client and Product Support Team will own the execution and continuous improvement of operational processes supporting the Network Distribution (also known as “Bulletins” / “One-to-Many”) channel. This role is responsible for ensuring accurate, timely, and scalable operations that directly enable invoicing integrity, revenue realization, and a high-quality customer experience. This is a manager-level individual contributor role requiring end-to-end ownership of complex workflows, strong cross-functional collaboration, and a focus on driving automation and operational efficiency using Alteryx. Key responsibilities include driving process standardization, identifying and resolving operational gaps, and leading automation initiatives to reduce manual effort and improve accuracy. The role will partner closely with stakeholders across Sales, Finance, Customer Success, Account Management, Billing Services, Insights & Enablement, and other support functions to deliver seamless execution and continuous improvement. Success in this role requires a strong data-driven mindset, hands-on expertise in Alteryx/Automation, and the ability to influence outcomes across teams without direct authority. The individual will also contribute to enhancing stakeholder engagement, customer satisfaction, and overall program performance. As the program continues to expand, this role may evolve to support additional billing and operational activities across the broader Services organization. If you thrive in a fast-paced, high-impact environment and are passionate about driving automation, efficiency, and customer experience, this is an opportunity to play a key role within the CAPS team Role and Key Responsibilities: • Customer Support Management o Act as a point of contact for customer queries, issues, and escalations o Ensure timely resolution and high-quality support delivery aligned with SLAs o Analyze support trends to identify recurring issues and improvement opportunities o Handle critical escalations and drive resolution with a customer-first approach o Establish performance metrics, monitor team productivity, and drive continuous improvement • Project & Operations Management o Manage end-to-end execution of operational projects, ensuring timelines and quality standards are met o Collaborate with cross-functional teams (Product, Sales, Compliance, Tech) to drive initiatives o Develop and maintain process documentation and SOPs for operational workflows • Alteryx & Data Automation o Design, build, and optimize Alteryx workflows to automate manual processes o Integrate data from multiple sources (SQL, APIs, flat files) to create scalable solutions o Ensure data accuracy, integrity, and governance across workflows o Support reporting and dashboarding needs by preparing clean datasets o Lead the design and implementation of scalable Alteryx workflows to automate manual processes o Set b ... (truncated, view full listing at source)