Senior Strategy & Enablement Specialist, Mastercard
Customer Success Operations
$95-158k
Office located in Purchase, NY
Global payments technology company
Job no longer available
Global payments technology company
1001+ employees
Job no longer available
$95-158k
Office located in Purchase, NY
1001+ employees
Company mission
To connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible.
Role
Who you are
- Experience in Customer Success Operations, Strategy, Enablement, Sales Excellence, Delivery Excellence, Business Operations, or related roles
- Proven ability to design scalable processes, playbooks, frameworks, and enablement materials that translate strategy into execution
- Strong verbal and written communication skills, with the ability to convey vision, goals, progress, and change-management messages clearly
- Ability to work globally and cross-functionally, influencing without authority and gaining stakeholder buy-in across diverse teams
- Strong analytical and strategic-thinking skills, with the ability to convert insights into practical recommendations, training, tools, and workflows
- Experience developing or supporting training, adoption, change management, and enablement programs for new processes or technologies
- Comfortable working with Customer Success technology and reporting tools such as Gainsight, Salesforce, Tableau, or similar platforms; hands-on configuration experience is helpful but not required
- Strong ownership mindset, deep sense of curiosity, continuous-improvement orientation, and passion for building repeatable models that improve customer and colleague outcomes
- Passionate about delivering for customers and championing a customer-centric mentality
What the job involves
- The Customer Success Operations – Strategy & Enablement role develops the insights, tools, training, workflows, and scalable operating practices that enable Customer Success teams to deliver consistent value globally
- This role packages strategy into practical playbooks, enablement resources, workflow guidance, and insight-driven tools that can be applied across regions while remaining flexible for local market needs
- Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution
- Our Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion
- Support the Loyalty Customer Success Operations roadmap and translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards
- Partner with leadership to define, document, and evolve Customer Success best practices, with clear alignment to measurable outcomes
- Create practical frameworks that help regional teams execute consistently while adapting to local market needs. Enablement, Training & Change Management
- Develop training materials, workflow guides, adoption plans, and enablement resources that help global Customer Success teams implement common practices
- Partner with Customer Success, Product, Program, and Regional teams to identify capability gaps and improve team readiness
- Support adoption of new tools, processes, and playbooks through clear change-management plans and stakeholder feedback loops
- Research emerging trends, including AI in Customer Success, to inform strategy, innovation, and continuous improvement. Cross-Functional Collaboration
- Collaborate with Product, Value Enablement, Program, regional Customer Success, and business leadership teams to embed Customer Success practices into broader priorities
- Champion best practices and scalable workflows across the organization
- Connect strategic initiatives to measurable outcomes so teams understand what to execute and why it matters
Our take
Mastercard is in the global payments business, and operates the world's fastest payments processing network. Its products and solutions have become central to everyday commerce across the world, in activities ranging from shopping and travelling to running businesses.
As the economy has become more and more digitized, Mastercard has been a leading player in helping businesses and individuals across the globe embrace card payments and digital banking. One of the world's largest companies, its revenue has seen consistent gain in the last 20 years.
The challenge for modern payments companies is that payments are always changing, as seen in the astronomical rise of contactless payments over the last decade. Mastercard's acquisition of blockchain systems, and an overall focus on leveraging its technology towards a digital economy, has placed the company in good stead to keep up to date with current trends, like cryptocurrency, in the digitized payments world.
Steph
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Company HQ
Purchase, Harrison, NY
Leadership
Michael Miebach
(CEO)Michael has served in a variety of roles at the company, including President and CPO. They are currently a Board Member at IBM, Accion, the World Resources Institute, the US-India Strategic Partnership Forum, and the Metropolitan Opera. They are also a Trustee of USCIB.
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