Director, Billing Operations

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, Billing Operations

Overview
About Mastercard
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere, by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better business results.

About the Role
Mastercard Revenue Operations & Enablement, part of Revenue Accounting Services in GBSC, is seeking a skilled operations leader to manage Customer & Systems Operations. The Director, Billing Operations will ensure the accuracy, timeliness, and continuous improvement of end-to-end billing operations while driving the next generation of customer and system billing operations for the organization. This role is critical to transforming how billing services are delivered—shifting from reactive support models to proactive, scalable, and technology-enabled operations that grow with Mastercard’s global business. The ideal candidate brings a proven track record of creating operational efficiencies, leading cross-functional teams, and leveraging automation and modern tooling to optimize processes at scale.

Role Responsibilities
• Billing Operations Leadership: Oversee daily and periodic billing operations including bill run execution, customer setup, QA (pre/post billing), manual/contract billing, and critical support coverage.
• Strategy & Next-Generation Billing Operations: Assist in developing and implementing the strategy for billing transactions, helping drive the evolution toward next-generation customer and system billing operations that are scalable, technology-enabled, and aligned to Mastercard’s growth strategy.
• Operational Efficiency & Continuous Improvement: Lead initiatives that improve operational performance, including cycle time reduction, accuracy, and scalability. Establish KPIs and drive measurable, data-backed improvements across billing processes.
• Workflow Automation & Technology Enablement: Champion workflow automation and intelligent process orchestration to reduce manual effort and increase throughput, ensuring sustainable and scalable operations.
• Customer & System Operations: Oversee customer maintenance, interface management, production support, exception handling, and billing-related system operations across global teams.
• Escalation & Customer Support Leadership: Serve as the highest escalation point for complex internal and external billing inquiries, including second-tier support for customer operations and internal functional teams. Ensure timely resolution and root cause remediation to prevent recurrence.
• Cross-Functional Operations Alignment: Manage cross-functional interactions with business units to streamline billing operations, optimize end-to-end processes, and enable consistent, scalable solutions across the enterprise.
• Controls, Compliance & Revenue Integrity: Manage and ensure adherence to controls supporting revenue recognition and collections. Proactively identify and resolve risks or control gaps in partnership with Finance, Audit, and Risk teams.
• Operational Risk & Governance (ORM/BPI): Drive process improvements identified through ORM reviews and actively participate in global initiatives with Business Process Improvement (BPI) partners to standardize and mature operations.
• Program & Implementation Leadership: Collaborate with business leaders to support large-scale and complex billing-related project implementations, ensuring operational readiness, integration, and successful delivery.
• Customer Experience & Enablement: Partner with CX and Knowledge Management teams to enhance customer experience, VOC programs, and self-service capabilities, improving transparency and ease of use for billing customers.


All About You
You are a results-driven operations leader who thrives at the intersection of process excellence, technology enablement, and customer-centric service delivery. Here’s what you bring:
• Extensive experience in billing operations, revenue operations, or a related operational leadership function within a global enterprise or shared services environment.
• Proven results in creating operational efficiencies, including measurable improvements in cycle time, accuracy, cost reduction, or throughput through process redesign and automation.
• Strong experience with workflow automation technologies such as RPA (e.g., UiPath, Automation Anywhere, Power Automate), intelligent automation, or workflow orchestration platforms.
• Demonstrated ability to lead and manage large-scale operations across multiple geographies and work-streams, including experience with agile delivery models.
• Experience managing customer-facing operations, including VOC programs, billing assurance, and service-level management.
• Demonstrated ability to lead complex escalations and customer support models, including tiered (L1/L2) support environments.
• Experience managing cross-functional business relationships and influencing outcomes across product, finance, and technology teams.
• Strong understanding of operational risk management, controls, and revenue integrity frameworks.
• Experience supporting or leading large-scale program implementations or system transformations.
• Demonstrated ability to develop talent, manage performance, and build high-performing teams.
• Strong governance mindset with experience in SOP development, internal controls, audit support, and compliance frameworks.
• Customer support and call center experience strongly preferred, particularly in complex, high-volume transactional environments.
• Experience in the payments industry, financial services, or fintech environments, particularly with transactional billing systems (e.g., MCBS or comparable consolidated billing platforms).
• Familiarity with billing system modernization or ERP transformation initiatives, including requirements documentation, UAT, and production readiness.
• Experience driving knowledge management programs and developing robust documentation, training materials, and customer self-service resources.
• Exposure to Lean, Six Sigma, or other continuous improvement methodologies with certifications a plus.
• Experience with risk identification and mitigation across delivery plans and operational processes.
• Track record of influencing senior leadership and cross-functional peers on operational best practices, innovation, and transformation strategies.
• Experience working within a global shared services model with distributed teams across multiple time zones and geographies.
• Exposure to BPI, ORM, or enterprise process governance frameworks.
• Experience designing and delivering training and knowledge management programs for operational teams.

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.