Overview

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, Office of Transformation Process Redesign Overview The Transformation Team leads strategic change initiatives to reimagine how Mastercard works and scales, simplifies, and accelerates business outcomes. The team partners across leadership, product, technology, and operations to design and implement new organizational models, embed AI across key workflows, drive enterprise-wide transformation programs, improve operating effectiveness, and ensure successful adoption of change. By combining strategy, AI engineering, organizational design, change management, and program execution, the team helps align people, processes, and priorities to support long-term growth and business performance. The Process Redesign Lead is accountable for defining the operating model and process architecture: leading process discovery, mapping current-state journeys, and architecting redesigned processes through to implementation handoff. The Director-level Process Redesign Lead brings deep process expertise, AI fluency, and structural-frame thinking to the most ambiguous, cross-functional problem spaces, translating strategic intent into clean, scalable operating designs. The ideal candidate is highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset, with a track record of modernizing legacy processes in a matrixed organization. Role In this role, you will: • Lead end-to-end process discovery, current-state mapping, and future-state redesign for a given Transformation area, owning the design from concept through implementation handoff. • Translate ambiguous strategic intent into a clean operating plan by defining processes, decision points, dependencies, and handoffs that can run interdependently and at scale. • Architect redesigned processes that integrate requirements from compliance and risk, contracting, billing, and product configuration into a coherent, frictionless flow. • Identify and de-risk cross-functional roadblocks, structuring short paths to positive outcomes across product, technology, and operations partners. • Build the frameworks, standards, and reusable process patterns that allow redesigned experiences to be applied consistently across Mastercard products. • Define where AI, automation, and agent-supported workflows should be embedded into redesigned processes, applying a "streamline, then automate" discipline so technology amplifies a well-designed operating model rather than replicating legacy complexity. • Partner cross-functionally to instrument redesigned processes with the right metrics, ensuring performance is continuously inspected and improved. • Communicate clear, concise progress and recommendations to senior executive stakeholders, issuing escalations and trade-off decisions as necessary.All About You • A proven track record of translating ambiguous intent into a clean operating plan, and then running the system interdependently. • Deep expertise in business process optimization and process redesign, including current-/future-state mapping and implementation handoff. • Structural thinker who can understand process components and dependencies and identify the shortest path to effective outcomes. • A results-oriented approach that integrates strategic intent and business outcomes with rigorous, continuous inspection of process performance. • Excellent project management skills and experience leading cross-functional efforts, especiall