Manager, Solution Operations - Agent Suite

Manager, Solution Operations - Agent Suite

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. Our team combines traditional management consulting with Mastercard’s rich AI and Data assets, proprietary platforms, and technologies to provide clients with powerful strategic insights and recommendations. Our teams work with a diverse global customer base across industries, from banking and payments to retail and restaurants.

• 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 high quality 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.

• 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.

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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.

Toronto, Canada: $109,000 - $158,000 CAD