Vice President, Business Operations, Loyalty Solutions
Who is Mastercard?
We are the global technology company behind the world’s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.
Vice President, Business Operations, Loyalty SolutionsPosition Overview:
This position is responsible for support functions for all Loyalty platforms (Mastercard Rewards System, Asia/Pacific (AP) Loyalty, Enterprise Offers, Personalized Card Linked Offers, Cardholder Solutions, and Global Rewards platform).
The role of business operations is to be the production readiness steward for the platform. This is accomplished by closely partnering with developers to design, build, implement, and support technology services. The VP will manage teams of business operations engineers to ensure operational criteria like system availability, capacity, performance, monitoring, self-healing, and deployment automation are implemented throughout the delivery process.
In addition, the VP will consult with Product teams to ensure Product requirements are operationally sound with a focus on how to efficiently “run” the Product globally 24x7.
Business Operations plays a key role in leading the DevOps transformation at Mastercard through our tooling and by being an advocate for change and standards throughout the development, quality, release, and product organizations.
We accomplish this transformation through supporting daily operations with a hyper focus on triage and then root cause by understanding the business impact of our products. The goal of every biz ops team is to shift left to be more proactive and upfront in the development process, and to proactively manage production and change activities to maximize customer experience, and increase the overall value of supported applications. Biz Ops teams also focus on risk management by tying all our activities together with an overarching responsibility for compliance and risk mitigation across all our environments. A biz ops focus is also on streamlining and standardizing traditional application specific support activities and centralizing points of interaction for both internal and external partners by communicating effectively with all key stakeholders.
Ultimately, the role of biz ops is to align Product and Customer Focused priorities with Operational needs. We regularly review our run state not only from an internal perspective, but also understanding and providing the feedback loop to our development partners on how we can improve the customer experience of our applications.
This position will partner with senior management across the organization, including both technology and business, to a) understand business/industry trends and direction and provide thought leadership to this business segment; b) develop plans to ensure that MasterCard’s solutions align with, and where possible, in advance of, the required needs, c) ensure that the plans comply with MasterCard’s end-to-end enterprise standards across the development lifecycle to ensure high performing, operationally sound delivery of products and services, and d) execute the plans and materially advance MasterCard’s vision, mission, and values. The position manages a global resource base.
Lead the various platform teams to accomplish the following:
o Engage in and improve the whole lifecycle of services—from inception and design, through deployment, operation and refinement.
o Analyze Information Technology Service Management (ITSM) activities of the platform and provide feedback loop to development teams on operational gaps or resiliency concerns
o Support services before they go live through activities such as system design consulting, capacity planning and launch reviews.
o Maintain services once they are live by measuring and monitoring availability, latency and overall system health.
o Scale systems sustainably through mechanisms like automation, and evolve systems by pushing for changes that improve reliability and velocity.
o Support the application CI/CD pipeline for promoting software into higher environments through validation and operational gating, and lead Mastercard in DevOps automation and best practices.
o Practice sustainable incident response and blameless postmortems.
o Take a holistic approach to problem solving, by connecting the dots during a production event thru the various technology stack that makes up the platform, to optimize mean time to recover
o Work with a global team spread across Mastercard Technology Hubs in multiple geographies and time zones
o Share knowledge and mentor junior resources
Lead dev/ops practice across the platforms to include:
o Design, implement, and enhance our deployment automation based on Chef. We need proven experience writing chef recipes/cookbooks as well as designing and implementing an overall Chef based release and deployment process.
o Use Jenkins to orchestrate builds as well as link to Sonar, Chef, Maven, Artifactory, etc. to build out the CI/CD pipeline.
o Support deployments of code into multiple lower environments. Supporting current processes needed with an emphasis on automating everything as soon as possible.
o Design and implement a Git based code management strategy that will support multiple environment deployments in parallel. Experience with automation for branch management, code promotions, and version management is a plus.
Leadership & Strategy
o Represent Digital and Security at Operations & Technology (O&T) work groups including Risk, Security, O&T Support, and Regional events
o Shares best practice and innovative thinking across all Business Operations teams
o Complies with all regulatory procedures, information security requirements and contracts policies, globally.
o Provide support of cross-functional, global project teams to achieve roll-out of Digital and Security products within agreed timeframes, budget and success criteria
o Validate that handover to business-as-usual management in regions with clear acceptance of the accountability to deliver the P&L commitment.
o Identifies potential best in class business partners and vendors and participates in the negotiation of appropriate contracts.
Financial / HR
o Manage budget and looks for methods to optimize cost structure
o Resolves performance challenges and addresses employee performance issues.
o Works to enhance the capability of the organization by getting the best out of people though performance management, talent assessment, individual development planning and coaching and mentoring.
o Differentiates, acknowledges and reinforces outstanding performance efforts and rewards high-performing employees.
• Demonstrated experience in leading teams that manage the “run” state of globally reaching technology products.
• Demonstrated experience with leading Dev Ops function based on either internal, external or preferably both types of cloud services.
• Understanding of web and mobile high availability architectures that are built for today’s digitally savvy and demanding consumers.
• Demonstrated experience in the payments space.
• Demonstrated experience in leveraging 3rd party relationships to build innovative, profitable global product propositions.
• Strong program management skills arerequired