Manager of Franchise Growth & Enablement team

Join Mastercard as the Manager of Franchise Customer Onboarding & Partnerships. In this role, you 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, and service provider training. You will also identify process improvements, enhance the customer experience, and support regional growth while ensuring consistent application of Mastercard standards.

• Manage and oversee Specialty Merchant and Service Provider lifecycle activities, including registration and program participation.
• Act as a primary point of contact for everything related to Service Providers, Network Enablement Partners, and Specialty Merchants, ensuring compliance and operational excellence.
• Identify opportunities to improve processes, enhance the overall customer experience, and support regional growth objectives.

• Demonstrated ability to partner with internal teams and external customers to resolve onboarding, compliance, and performance-related issues
• Experience in Compliance or Fraud Management
• Knowledge of acquirer onboarding processes, customer due diligence practices, and controls related to high-risk merchant activity
• Experience developing or delivering training materials for internal stakeholders, customers, or partners on payment network standards, program requirements, or operational processes
• Familiarity with regulatory requirements and best practices in the North American market for high-risk merchants
• Strong understanding of payment scheme rules
• Ability to analyze transaction, registration, and program data to identify compliance gaps, process improvements, and opportunities to improve the customer experience
• Communication: Strong verbal and written communication skills, including delivering presentations at both business and technical levels. Ability to sell ideas and solutions effectively
• Ability to travel (15%+) within the NAM region as needed for customer engagement, training, and industry events
• 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
• Problem Solving: Utilizes data analysis to identify root causes, thinks creatively to develop actionable solutions, and builds new reports to support decision-making
• Collaboration: Takes ownership proactively and works collaboratively with team members to achieve common goals
• Bachelor’s degree
• Prior experience in risk management and/or fraud functions
• Flexibility: Maintains focus and commitment during unanticipated changes, resolving conflicts efficiently to accomplish goals
• Required to be in the office 3x per week