Manager, Customer Operational Excellence

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, Customer Operational Excellence

Job Description Summary

The Business Development Support Manager will play a critical role in enabling the Mastercard Services BD organization by managing end-to-end sales lifecycle processes. This role will act as a strategic and operational partner to Business Development teams, ensuring deal structuring, CRM hygiene, pricing, contracting, and post-sales processes are executed with accuracy, efficiency, and compliance.
The role sits at the intersection of Sales, Finance, and Operations, offering high visibility into deal-making and business performance, while driving operational excellence and enabling revenue growth within Mastercard Services.

Key Responsibilities:
1. Sales Lifecycle Management
• Support BD teams across the full deal lifecycle-from opportunity creation to deal closure and post-sales execution
• Ensure timely progression of opportunities through internal approval workflows
• Act as a central coordinator across Sales, Finance, Legal, and Delivery teams
2. Deal Structuring & Commercial Support
• Partner with BD teams to conceptualize and structure deals aligned with business objectives and pricing guidelines
• Support development of business cases, pricing models, and commercial constructs
• Ensure deal structures comply with internal policies and margin expectations
3. CRM (Salesforce) Governance & Hygiene
• Own creation and maintenance of accurate and complete opportunity records in Salesforce
• Ensure data integrity, completeness, and adherence to CRM standards
• Support pipeline reporting, forecasting, and performance tracking
4. Pricing & Approvals
• Facilitate pricing processes including coordination with Finance and Pricing teams
• Support preparation and submission of pricing approvals and documentation
• Ensure proper documentation of pricing assumptions and approvals in systems
5. Contracting Support
• Coordinate contract creation processes using internal tools (e.g., Ironclad or equivalent)
• Liaise with Legal, BD, and other stakeholders to ensure timely contract execution
• Track contract status and ensure alignment with approved deal terms
6. Post-Sales Support (Revenue & Billing)
• Enable smooth transition from sales to delivery and billing teams
• Ensure accurate setup of deals in billing and revenue management systems
• Support issue resolution related to invoicing, revenue recognition, and client queries
7. Process Improvement & Enablement
• Identify opportunities to streamline sales and operational processes
• Drive standardization and automation across deal support activities
• Develop documentation, playbooks, and training materials for BD teams

Qualifications & Experience
• 6-10 years of experience in Sales Operations, Business Operations, or Commercial Support roles
• Strong understanding of sales lifecycle processes in a B2B environment
• Experience with CRM platforms (Salesforce preferred)
• Exposure to pricing, contracting, and billing processes
• Strong commercial acumen and deal structuring capability
• High attention to detail and process rigor
• Excellent stakeholder management and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Analytical mindset with proficiency in Excel and reporting tools
• Problem-solving and continuous improvement orientation

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.