Director, Customer Learning & Development

About Mastercard

Mastercard operates in more than 200 countries and territories, helping power commerce and support people, businesses, and governments around the world. The company focuses on secure, simple, and smart digital payment solutions, backed by technology, innovation, partnerships, and its global network.

Role Overview

The Director of Customer Learning & Development leads customer capability-building efforts across North America. This role drives Academy programs that improve client readiness, adoption, and business results, while coordinating across regions and functions to deliver scalable, high-quality learning experiences. The position also includes team leadership, planning, tracking performance, and continuously improving program outcomes.

Key Responsibilities

• Own and execute the North America Customer Learning & Development plan, ensuring Academy programs support broader business priorities and improve delivery methods, tools, and workflows.
• Lead Academy engagements and program delivery while building strong relationships with customer stakeholders to strengthen capability, adoption, and value realization.
• Act as the point of escalation for complex customer issues and respond quickly to maintain strong customer satisfaction.
• Guide the design and delivery of learning journeys and scalable programs that improve product understanding and operational performance.
• Work closely with Product, Services, Customer Delivery, and Sales to keep messaging aligned, coordinate priorities, and support smooth execution.
• Look for ways to increase the impact of learning through better engagement, support for growth, and targeted education that helps customers succeed.
• Encourage knowledge sharing and the use of best practices to improve alignment across internal teams.
• Ensure programs follow organizational and compliance requirements while continuously improving execution and outcome measurement.
• Monitor program performance, produce reports, and optimize Academy initiatives to improve effectiveness and show both learning and revenue impact.
• Lead and develop the team through goal setting, coaching, performance management, and ongoing development.
• Create a culture of accountability, collaboration, and continuous improvement.
• Support staffing and prioritization decisions so resources match demand and strategic goals.

What You Bring

• A strong focus on execution and delivery, with the ability to turn strategy into practical action plans.
• A customer-first approach centered on adoption, enablement, and overall experience.
• Experience collaborating across functions in a matrixed environment.
• Strong stakeholder management and communication skills, both with customers and internal teams.
• Solid program management capability and a commitment to operational excellence.
• Proven people leadership and team development experience.
• The ability to improve results and efficiency through strategic thinking and technology-enabled solutions.

Compliance and Security Expectations

Anyone working for or on behalf of Mastercard must follow the company’s information security standards and practices. This includes protecting the confidentiality and integrity of data, reporting suspected breaches or security violations, and completing required security training on schedule.

Equal Opportunity and Accommodation

Mastercard is an inclusive, merit-based equal opportunity employer. Hiring decisions are made without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, veteran status, or any other protected characteristic. Candidates in the US or Canada who need accommodation or assistance with the application or recruitment process may contact reasonable_accommodation@mastercard.com and specify the support required, without sharing medical or health details.

Compensation and Benefits

This role is eligible for a competitive base salary and, depending on the position, may also qualify for an annual bonus or commissions. Final pay may vary based on location, experience, knowledge, and job-related skills. Full-time employees, and certain part-time employees, may receive benefits such as medical, prescription drug, dental, vision, disability, and life insurance; flexible spending and health savings accounts; paid leave; 80 hours of paid sick and safe time; 25 vacation days and 5 personal days, prorated by hire date; 10 paid U.S. holidays; 401(k) with company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness access; tuition reimbursement eligibility; and other benefits. Intern benefits listed by the company include 56 hours of paid sick and safe time, jury duty leave, and on-site fitness facilities in some locations.

Pay Range

O'Fallon, Missouri: USD 136,000 to USD 224,000 annually.