Director, Solution Operations, Agent Suite-1

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

Director, Solution Operations, Agent Suite-1

Director, Solution Operations, Agent Suite
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 team combines traditional management consulting with Mastercard’s rich AI and Data assets, proprietary platforms, and technologies to provide clients with powerful strategic insights and recommendations. Our teams work with a diverse global customer base across industries, from banking and payments to retail and restaurants.

The Mastercard Agent Suite team is building what’s next at the intersection of agentic AI, commerce and payments. Launched in 2026, Agent Suite is a brand new solution designed to help enterprises build, test, and deploy customizable AI agents that transform how businesses operate, engage customers, and drive growth.

This new team is making it possible to help enterprises build, test, and deploy customizable AI agents that transform how businesses operate, engage customers, and drive growth. This is a true “zero-to-one” environment. We’re looking for builders, problem-solvers, and innovators who thrive in ambiguity, move fast, and are excited to shape new technology, new ways of working, and build a new category of enterprise solutions from the ground up. Join us as we take deep payments expertise, customer-centric insights and responsible AI principles to turn emerging agentic technology into real-world outcomes for banks, merchants, and partners.

Overview
The Director, Agent Suite Solutions Operations is responsible for building and optimizing the technical and operational backbone of Mastercard’s fast-growing AI Consulting capability. Reporting to the VP, this role ensures scalability, governance, partnerships, and leads strategic initiatives across global operations. The Director ensures that systems, processes, and vendor ecosystems are designed for resilience, compliance, and innovation so the team can focus on doing their best work as the operation scales.

Operating in a fast-paced environment where ambiguity and rapid evolution are the norm, the Director will translate the strategy into repeatable operational practices with a change management lens, implement performance tracking systems, and ensure operational resilience. This role requires technical acumen, strategic thinking, and the ability to influence cross-functional teams to deliver efficiently and responsibly.

About the Role

Program Governance
- Shape and steward governance frameworks that support scalability, compliance and responsible innovation.
- Partner closely with internal stakeholders and external vendors to curate capabilities, align resources and strengthen the overall Agent Suite ecosystem.
- Facilitate the resolution of complex operational and technical challenges by bringing the right voices together and methodically problem-solving.
- Identify and implement opportunities to streamline operational processes through automation and thoughtful system design.
- Ensure all clarity and alignment in program communications, tailoring messages to different audiences and leadership levels.

Program Delivery
- Design and evolve technical workflows and governance frameworks that help teams deliver highquality outcomes efficiently and consistently across global teams.
- Ensure technical systems (e.g., project tracking, reporting platforms) are configured and support team needs seamlessly.
- Champion continuous improvement initiatives across operational workflows, encouraging teams to experiment, learn and refine to enhance how we operate.
- Act as a liaison between Product, Engineering, Procurement, and Operations teams to align priorities and enable timely delivery.

Operational Excellence
- Shape and maintain operational KPIs, dashboards, and reporting systems to provide leadership with actionable insights.
- Own budget tracking and forecasting for technical operations, ensuring alignment with strategic priorities and cost optimization.
- Translate operational data into stories, reports and recommendations to inform executive decisions on resource planning and investment.

All About You

- Experience in technical/product operations, program management, or process engineering within technology or consulting environments; experience with AI technologies strongly preferred.
- Proven ability to design and implement technical workflows, governance frameworks, and reporting systems.
- Strong proficiency in operational analytics, automation tools, and compliance processes.
- Exceptional communication and stakeholder management skills; able to influence at senior levels without direct authority.
- Comfortable operating in a fast-paced, innovation-driven environment with high ambiguity.
- Comfortable building systems from scratch when necessary.
- Enjoys coaching others to ensure team goals are met.
- Bachelor’s degree or equivalent work experience in a technical or business discipline; advanced degree or PMP certification a plus.

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.