Title and Summary

Director, Cardholder Services, Global Servicing

Overview

The Director, Cardholder Services (Global Servicing) will define and lead Mastercard's global servicing strategy, with a focused mandate to establish and scale best-in-class Affluent and Premium Cardholder Servicing standards across markets. This role is accountable for shaping a differentiated, globally consistent, and digitally enabled servicing ecosystem that drives business growth, enhances customer lifetime value, and strengthens issuer competitiveness.
This leader will connect strategy to execution by aligning global products, regional priorities, and customer experience ambitions into a cohesive servicing vision. The role is pivotal in transforming servicing into a strategic lever for revenue generation, customer loyalty, and brand differentiation, while ensuring seamless experience delivery through global and regional partners.
The successful candidate will collaborate across Global Customer Delivery & Care (GCD&C), Global Services Business Center (GBSC), Technology, and regional teams to drive roadmap execution, commercialization, and long-term value creation.

Role
• Define and lead the global servicing strategy, including the development of affluent and premium customer servicing standards that differentiate Mastercard in the market
• Develop and manage a multi-year strategic roadmap to scale servicing capabilities, enhance customer experience, and drive measurable business outcomes
• Own and optimize the Global Servicing P&L, balancing revenue growth with cost efficiency across global operations and servicing channels
• Identify, evaluate, and activate key revenue drivers and monetization opportunities within servicing, partnering with regional and functional stakeholders to maximize growth
• Establish and implement globally consistent yet locally adaptable servicing models, with a strong focus on affluent customer expectations and high-touch experiences
• Drive transformation toward digital-first, omnichannel servicing, including the expansion of alternative channels such as Live Chat, WhatsApp, and SMS, as well as emerging AI-driven capabilities
• Partner with regional leads and GCD&C to align execution with global strategy, share best practices, and ensure consistent delivery standards
• Define, monitor, and evolve strategic KPIs that measure customer experience, financial performance, and operational excellence
• Leverage data, customer insights, and market trends to continuously refine strategy and improve servicing effectiveness
• Influence senior stakeholders and cross-functional teams to prioritize investments that position servicing as a competitive advantage

All About You
• Proven experience in strategy, product management, or customer experience transformation, with a track record of driving measurable business results
• Strong understanding of affluent and premium customer needs and the ability to translate them into differentiated servicing experiences
• Demonstrated success in owning and managing P&L performance and identifying growth opportunities
• Highly analytical, with the ability to interpret data, identify trends, and make insight-driven strategic decisions
• Experience leading digital and omnichannel servicing innovations, including emerging technologies and alternative support channels
• Exceptional stakeholder management and influencing skills; able to navigate and drive alignment across a complex, global matrix organization
• Strong communication skills, with the ability to articulate vision and strategy to diverse audiences, including senior leadership
• Agile, adaptable, and comfortable operating in fast-paced, evolving environments with shifting priorities
• Strategic thinker with strong prioritization skills, balancing long-term vision with near-term execution
• Proven ability to build, lead, and develop high-performing teams that deliver enterprise-level impact

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.

Pay Ranges
Miami, Florida: $156,000 - $265,000 USD