Manager, Product Operations (Cardholder Services Program Manager)

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

Overview

The Cardholder Services Program Manager ensures alignment on strategy, and leads financial performance, and execution of Mastercard’s Cardholder Services programs across select Asia Pacific markets, with a focus on Australia and New Zealand. This role ensures alignment with Core Payments priorities, delivers tangible value to clients, and ensures collaboration across teams to support business growth and client success.

Key Responsibilities

1. Strategic Planning & Market Development

• Identify and evaluate market opportunities to expand Cardholder Services offerings in alignment with Mastercard’s strategic priorities.
• Develop and maintain strategic roadmaps that reflect evolving market needs and competitive dynamics.
• Leverage market intelligence and customer insights to inform product innovation and go-to-market strategies.
• Drive execution of strategic initiatives through cross-functional collaboration and performance tracking.

2. Internal Stakeholder Engagement

• Serve as the point of contact between Cardholder Services and internal teams including Customer Solution Centers, Account Management, Billing and Product Leadership.
• Communicate program performance, strategic initiatives, and customer feedback to internal stakeholders to ensure alignment and visibility.
• Champion internal awareness and understanding of Cardholder Services current and new propositions, ensuring integration with broader business objectives.

3. Client Relationship Management

• Build and maintain strong relationships with key clients, ensuring high engagement and satisfaction with Cardholder Services programs.
• Support Account Management leads in scheduled business reviews to assess client needs, program performance, and identify opportunities for growth.
• Collaborate with Account Teams to upsell and optimize Cardholder Services solutions.

4. Program Execution & Operational Excellence

• Ensure seamless execution of Cardholder Services programs, safeguarding revenue streams and maintaining program integrity.
• Manage operational escalations, coordinating across vendors, service providers, and internal teams.
• Support operational excellence through the process inclusive of overseeing efficient billing process and enablement processes to ensure operational accuracy and efficiency.
• Maintain a strong focus on risk mitigation and operational excellence across all client programs.

5. Financial Performance & P&L Ownership

• Support the P&L management for all programs in the designated markets, ensuring alignment with budget, forecast, and actual performance targets.
• Monitor monthly financials, proactively identifying risks and opportunities to drive revenue growth and close performance gaps.
• Conduct profitability assessments across key accounts and product lines to inform pricing strategies and cost optimization.
• Partner with Finance to manage billing accuracy and financial reporting.

All About You

• Bachelor’s degree in business or equivalent work experience
• 1-3 years related work experience, preferably in Financial Services
• Experience in product management, product development, and project management, desirable.

Skills/ Abilities

• Strong interpersonal, written and verbal communication skills
• Strong organizational, planning and follow-up skills
• Strong analytical skills desirable
• Business Acumen with the ability to provide solutions that drive positive results to the customer and MasterCard
• Self motivated with a proven track record of delivering success while operating within a team
• Strategic thinker with ability to derive and translate data analytics to meet business goals
• Project management skills, highly organized with strong attention to detail
• Must be able to work independently in developing and mapping out solutions
• Must be able to work in a fast paced and dynamic environment, handle multiple tasks, consistently meet established deadlines, and deliver exceptional results
• Expert PC skills including proficiency in Microsoft Excel, Word, PowerPoint, and Access; programming and coding ability a plus
• Experience with Tableau, Domo, or other comparable business intelligence tools
• Understanding of risk management disciplines

If you are passionate about driving product operations, strengthening client programs, and partnering across teams to deliver meaningful business impact, we encourage you to apply for this opportunity.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.