Job Description Mastercard is seeking a Director of Customer Success Operations to lead the development and delivery of strategic priorities for customer success within Mastercard Services. The successful candidate will be responsible for building scalable systems that empower customer-facing teams to deliver exceptional value. They will shape the future of customer success operations across a global, growing organization. Main Responsibilities: - Develop and execute the Customer Success (CS) Operations roadmap for Mastercard Services - Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies, and engagement frameworks; with clear tracking of outcomes - Support the implementation of scalable CS practices across diverse product lines and customer segments - Lead the configuration and adoption of Gainsight and other systems in the CS tech stack - Design and implement integrated workflows that support white-glove, scaled, and digital CS motions - Collaborate with internal teams to train, support adoption, and collect feedback to prioritize enhancements and ensure seamless user experiences - Define and track KPIs to measure CS performance and customer health - Build dashboards and reports for stakeholders ranging from executives to front-line teams About You: - 7+ years in Customer Success Operations or related roles, with a strong understanding of CS strategy and execution - 4+ years of hands-on experience with Gainsight or similar CS platforms - Proven ability to design scalable processes and translate technical capabilities into business value - Strong verbal and written communication skills to effectively convey the vision, goals, and progress of customer success initiatives - Ability to work globally and cross-functionally; persuasive through influence with stakeholders to gain buy-in for customer success strategies - Strong analytical skills with experience in reporting, dashboards, and performance metrics to drive customer success outcomes Corporate Security Responsibility: - 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, - Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines. Location: Bogotá, Colombia