Staffing Operations Manager

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
Staffing Operations Manager
The Staffing Operations Manager is the global coordination point for the Staffing Operations team and supports the smooth execution of global staffing operations by ensuring accurate workforce data, reliable utilization visibility, and timely staffing actions. This role will steer the staffing Operations team across 3-time ranges through influence, drive, and impact. This role operates at the intersection of people, data, and delivery - helping leaders make informed staffing decisions and keeping the global staffing engine running efficiently. The Staffing Operations Manager will work closely with Staffing leadership, Staffing Partners, and Capacity Managers.
This is an execution-focused role with broad exposure across staffing, utilization, and operational enablement. As a project manager and self-starter, this individual steers the end-to-end staffing operations model-designing processes, mapping handoffs, standardizing tools and data, and driving adoption. You will lead the weekly staffing enablement rhythm, own global changes to tagging and data quality, and coordinate AI enabled staffing capabilities to improve speed, accuracy, and utilization.
Responsibilities (steering, coordination, process leadership)
Global process owner - assignment management: Define and maintain the global assignment process, RACI, SLAs, and controls; monitor adherence and drive continuous improvement.
Quarterly contractor strategy (with Q4 readiness): Coordinate regional contractor calendars, budgets, and risk plans; align Finance/PMO and ensure timely renewals or roll offs-offs.
Utilization governance: Set the utilization measurement standard (definitions, treatment of PTO/LOA/parttime), publish global dashboards, and lead actions to stabilize capacity.
Staffing manager coverage model: Maintain the global map of staffing manager ownership by product line/cluster; manage transitions and close coverage gaps.
Worker & PMO tagging authority (incl. exceptions): Own the global tagging taxonomy and exception process; resolve escalations and prevent recurrence through clear rules and training.
Investment management at local PM level: Create the playbook and cadence to capture local PM investment allocations; reconcile globally with Finance and surface variances.
New hire & transfer flow: Standardize the intake process into staffing systems and queues; ensure Day1 readiness and time to first assignment targets hire & transfer flow.
Talent data tool stewardship: Prioritize enhancements, coordinate UAT, and ensure data governance across staffing/talent tools; partner with Tech/PMO on roadmaps.
EDGE utilization leadership: Drive global adoption, data quality, and reporting standards for EDGE (or equivalent); run periodic audits and remediation.
Weekly staffing enablement (lead): Orchestrate the cross regional supply/demand forum; curate insights, risks, and decisions; track and close actions with clear owners/dates regional supply/demand forum; curate insights, risks, and decisions; track and close actions with clear owners/dates.
Staffing survey program: Design survey cadence, questions, and reporting; convert findings into backlog items and measurable improvements.
Regional staffing mailbox & documentation management: Define global standards for regional staffing mailbox handling, routing logic, and SLAs; oversee consistency and accuracy of Confluence pages, playbooks, and process documentation; lead the design, cadence, and content strategy for staffing newsletters; analyze inquiry trends to inform improvements, training, and automation opportunities.
AI staffing capability: Coordinate pilots and rollout of AI based matching/forecasting; define guardrails, feedback loops, and success metrics (speed to staff, fill rate, forecast accuracy).based matching/forecasting; based matching/forecasting; define guardrails, feedback loops, and success metrics (speed to staff, fill rate, forecast accuracy).
Change management & communications: Build playbooks, process maps, and training; lead stakeholder updates and enablement across time zones.
Risk, controls & audit readiness: Maintain documentation, controls, and evidence; manage risk/issue logs and drive mitigation to closure.
All about you
Project manager & self-starter: Proven ability to stand up and run global programs with minimal direction; excellent prioritization.
Process architect: Skilled at mapping E2E processes and handoffs; designs simple, scalable workflows and SLAs.
Data driven operator: Advanced Excel/Sheets; BI storytelling (Power BI/Tableau); comfort defining KPIs
Influencer without authority: Strong facilitation across regions and product lines; drives alignment and adoption.
AI curious & pragmatic: Experience evaluating or implementing AI assisted staffing or forecasting tools, with a focus on measurable outcomes.
Curious & pragmatic: assisted staffing or forecasting tools, with a focus on measurable outcomes.
Partner at heart: Builds trusted relationships with Client Services leadership, PMO, Finance, HR/Talent, and Tech.
Experience: 6-10 years in resource management, PMO/operations, professional services delivery, or similar global coordination roles; formal project management experience required.
Nice to have: Lean/Six Sigma or continuous improvement background; exposure to enterprise staffing/talent platforms; basic SQL.
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.