Senior Strategy & Enablement Specialist (Customer Success Operations)

• The Customer Success Operations – Strategy & Enablement role develops the insights, tools, training, workflows, and scalable operating practices that enable Customer Success teams to deliver consistent value globally
• This role packages strategy into practical playbooks, enablement resources, workflow guidance, and insight-driven tools that can be applied across regions while remaining flexible for local market needs
• 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 Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard’s products and services. The team supports onboarding, ongoing strategic engagement, customer feedback, product improvement, customer satisfaction, retention, advocacy, and value expansion
• Support the Loyalty Customer Success Operations roadmap and translate strategic priorities into scalable operating models, playbooks, segmentation approaches, and workflow standards
• Partner with leadership to define, document, and evolve Customer Success best practices, with clear alignment to measurable outcomes
• Create practical frameworks that help regional teams execute consistently while adapting to local market needs.
  Enablement, Training & Change Management
• Develop training materials, workflow guides, adoption plans, and enablement resources that help global Customer Success teams implement common practices
• Partner with Customer Success, Product, Program, and Regional teams to identify capability gaps and improve team readiness
• Support adoption of new tools, processes, and playbooks through clear change-management plans and stakeholder feedback loops
• Research emerging trends, including AI in Customer Success, to inform strategy, innovation, and continuous improvement.
  Cross-Functional Collaboration
• Collaborate with Product, Value Enablement, Program, regional Customer Success, and business leadership teams to embed Customer Success practices into broader priorities
• Champion best practices and scalable workflows across the organization
• Connect strategic initiatives to measurable outcomes so teams understand what to execute and why it matters

Strong analytical and strategic-thinking skills, with the ability to convert insights into practical recommendations, training, tools, and workflowsExperience in Customer Success Operations, Strategy, Enablement, Sales Excellence, Delivery Excellence, Business Operations, or related rolesComfortable working with Customer Success technology and reporting tools such as Gainsight, Salesforce, Tableau, or similar platforms; hands‑on configuration experience is helpful but not requiredProven ability to design scalable processes, playbooks, frameworks, and enablement materials that translate strategy into executionExperience developing or supporting training, adoption, change management, and enablement programs for new processes or technologiesStrong ownership mindset, deep sense of curiosity, continuous‑improvement orientation, and passion for building repeatable models that improve customer and colleague outcomesAbility to work globally and cross‑functionally, influencing without authority and gaining stakeholder buy‑in across diverse teamsStrong verbal and written communication skills, with the ability to convey vision, goals, progress, and change‑management messages clearlyPassionate about delivering for customers and championing a customer‑centric mentality.