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Sr. Specialist - Regional Customer Success Operations, ServicesMastercard 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.About the RoleAre you passionate about building scalable operations that empower customer-facing teams to deliver exceptional value? Join Mastercard's Services Customer Success team as a Customer Success Operations Sr. Specialist. In this role, you'll help shape the future of customer success operations across a global, growing organization. You'll support the development of tools, processes, and insights that enable our teams to deliver consistent, high-impact customer experiences. The Sr. Specialist of Services Global Customer Success Operations reports to a member of the regional customer success leadership team and will support the development and delivery of strategic priorities for Customer Success within Mastercard Services. The primary focus of the role will be to support best-in-class Customer Success Operations Mastercard Services' business. You will be working within the region to enable common operating models and playbooks across CS teams, including developing flexible frameworks for key tools and customer segmentation strategies, creating a strong measurement framework of metrics and KPIs to evaluate performance and provide actionable insights to our colleagues.Responsibilities will include:Support the execution of the Customer Success (CS) Operations roadmap for Mastercard ServicesPartner with leadership to define and evolve playbooks, risk detection, segmentation strategies, and engagement frameworks; with clear tracking of outcomesSupport the implementation of scalable CS practices across diverse product lines and customer segmentsSupport the configuration and adoption of Gainsight and other systems in the CS tech stack (e.g., Salesforce, Tableau) Implement integrated workflows that support white-glove, scaled, and digital CS motionsCollaborate with internal teams to train, support adoption, and collect feedback to prioritize enhancements and ensure seamless user experiencesTrack KPIs to measure CS performance and customer healthBuild dashboards and reports for stakeholders ranging from executives to front-line teamsTrack leading indicators of positive outcomes and perform analysis to identify trends that enable actionWork with Product, Value Enablement, and Program teams to embed CS metrics into broader business KPIsChampion CS best practices across the organization and support change management initiativesConduct research on emerging trends (e.g., AI in CS) to inform strategy and innovationAll 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, andComplete all periodic mandatory security trainings in accordance with Mastercard's guidelines.Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role.In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.