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The Director, Agent Suite Solutions Operations is responsible for building and optimizing the technical and operational backbone of Mastercard’s fast-growing AI Consulting capability. Reporting to the VP, this role ensures scalability, governance, partnerships, and leads strategic initiatives across global operations. The Director ensures that systems, processes, and vendor ecosystems are designed for resilience, compliance, and innovation so the team can focus on doing their best work as the operation scales. Operating in a fast-paced environment where ambiguity and rapid evolution are the norm, the Director will translate the strategy into repeatable operational practices with a change management lens, implement performance tracking systems, and ensure operational resilience. This role requires technical acumen, strategic thinking, and the ability to influence cross-functional teams to deliver efficiently and responsibly.
Job Responsibility
Shape and steward governance frameworks that support scalability, compliance and responsible innovation
Partner closely with internal stakeholders and external vendors to curate capabilities, align resources and strengthen the overall Agent Suite ecosystem
Facilitate the resolution of complex operational and technical challenges by bringing the right voices together and methodically problem-solving
Identify and implement opportunities to streamline operational processes through automation and thoughtful system design
Ensure all clarity and alignment in program communications, tailoring messages to different audiences and leadership levels
Design and evolve technical workflows and governance frameworks that help teams deliver highquality outcomes efficiently and consistently across global teams
Ensure technical systems (e.g., project tracking, reporting platforms) are configured and support team needs seamlessly
Champion continuous improvement initiatives across operational workflows, encouraging teams to experiment, learn and refine to enhance how we operate
Act as a liaison between Product, Engineering, Procurement, and Operations teams to align priorities and enable timely delivery
Shape and maintain operational KPIs, dashboards, and reporting systems to provide leadership with actionable insights
Own budget tracking and forecasting for technical operations, ensuring alignment with strategic priorities and cost optimization
Translate operational data into stories, reports and recommendations to inform executive decisions on resource planning and investment
Requirements
Experience in technical/product operations, program management, or process engineering within technology or consulting environments
experience with AI technologies strongly preferred
Proven ability to design and implement technical workflows, governance frameworks, and reporting systems
Strong proficiency in operational analytics, automation tools, and compliance processes
Exceptional communication and stakeholder management skills
able to influence at senior levels without direct authority
Comfortable operating in a fast-paced, innovation-driven environment with high ambiguity
Comfortable building systems from scratch when necessary
Enjoys coaching others to ensure team goals are met
Bachelor’s degree or equivalent work experience in a technical or business discipline
advanced degree or PMP certification a plus
Nice to have
experience with AI technologies strongly preferred