Manager - Franchise Customer Onboarding & Partnerships NAM

Mastercard•23h ago

United StatesOnsiteFull-timeManager Level5+ yrs exp

H-1B sponsor

Apply now

Top focus

Customer Success ManagerCustomer Support Manager

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 Manager - Franchise Customer Onboarding & Partnerships NAM Who is Mastercard? Mastercard is a global technology company in the payments industry, operating as the world’s fastest payment processing network. Our mission is to connect and power an inclusive, digital economy that benefits consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. Safety and security are top priorities and we continually find opportunities to make transactions safe, simple, smart
accessible. Our decency quotient
DQ, drives our culture and everything we do inside and outside of our company to help others realize their greatest potential and unlock priceless opportunities. Overview Franchise is core to all Mastercard business. Franchise enables business growth and value, fostering interactions with customers which provides ongoing trust and confidence in the evolving payments and data driven ecosystem. The North America (NAM) Franchise Customer Onboarding & Partnership team is seeking an experienced professional for the Manager, Franchise Customer Onboarding & Partnerships role. This individual will be a key contact for customers and internal stakeholders, supporting Specialty Merchant and Service Provider lifecycle management, Network Enablement Partner program onboarding and expansion
Service Provider training. The Manager will also identify process improvements, enhance the customer experience
support regional growth while ensuring consistent application of Mastercard standards across high-risk acquirer and specialty merchant activities. About the Role:
Manage and oversee Specialty Merchant and Service Provider lifecycle activities including registration, program participation, etc.
Manage and oversee Network Enablement Partner “NEP” Program including the onboarding and expansion of the program.
Act as a primary point of contact for everything related to Service Providers, NEPs, Specialty Merchants.
Deliver comprehensive training sessions for internal and external stakeholders on Specialty Merchants and Payment Facilitator requirements to ensure compliance and operational excellence.
Monitor ongoing compliance with Mastercard Standards.
Engage directly with customers to address performance issues, stemming from onboarding requirements.
Identify opportunities to improve processes, enhance the overall customer experience, and support regional growth objectives.
Work with internal stakeholders to optimize specialty merchant program (expanding categories, identifying missing registrations, maintaining standards.). Experience & Knowledge
Strong understanding of payment scheme rules
Experience in Compliance or Fraud Management.
Familiarity with regulatory requirements and best practices in the North American market for high-risk merchants.
Knowledge of acquirer onboarding processes, customer due diligence practices, and controls related to high-risk merchant activity.
Demonstrated ability to partner with internal teams and external customers to resolve onboarding, compliance, and performance-related issues.
Experience developing or delivering training materials for internal stakeholders, customers, or partners on payment network standards, program requirements, or operational processes.
Ability to analyze transaction, registration, and program data to identify compliance gaps, process improvements, and opportunities to improve the customer experience. Additional Requirements
Ability to travel (15%+) within the NAM region as needed for customer engagement, training, and industry events.
Required to be in the office 3x per week. All About You
Bachelor’s degree
Prior experience in risk management and/or fraud functions
Communication: Strong verbal and written communication skills, including delivering presentations at both business and technical levels. Ability to sell ideas and solutions effectively.
Collaboration: Takes ownership proactively and works collaboratively with team members to achieve common goals.
Execution: Demonstrates efficient follow-up of action items, effective time management, contingency planning, and commitment to deliverables.
Performance: Results-driven, able to identify and capitalize on opportunities for selling Franchise Solutions and other Mastercard services.
Flexibility: Maintains focus and commitment during unanticipated changes, resolving conflicts efficiently to accomplish goals.
Problem Solving: Utilizes data analysis to identify root causes, thinks creatively to develop actionable solutions, and builds new reports to support decision-making. 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. 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. 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 O'Fallon, Missouri: $117,000 - $193,000 USD

Required skills

Security