Job Title:
Manager Customer Engagement and Performance
Overview:
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
• Bachelor's degree or equivalent practical experience.
• 4+ years of experience in analytics, fraud, customer support, operations, risk, compliance, or related roles.
• Strong analytical and problem-solving skills.
• Ability to communicate data-driven insights clearly and concisely.
• High attention to detail and strong organizational skills.
Preferred
• Experience in payments, financial services, or large-scale data environments.
• Familiarity with performance monitoring, compliance programs, or customer analytics.
• Experience working with dashboards, reporting tools, or large data sets.
To find US Salary Ranges, visit People Place. Under the Compensation tab, select "Salary Structures." Within the text of "Salary Structures," click on the link "salary structures 2025," through which you will be able to access the salary ranges for each Mastercard job family. For more information regarding US benefits, visit People Place and review the Benefits tab and the Time Off & Leave tab.