Job Title: Head of Client Operations Position Type: Full-Time, Remote Working Hours: Flexible, with client meetings in U.S. time zones About the Role We are looking for a Head of Client Operations who has experience operating inside a growing startup environment and can own everything that happens after a client signs. This is not a project management role. You will be fully accountable for client campaigns, results, satisfaction, and retention. This role requires someone who understands the realities of scaling startups — changing priorities, imperfect systems, fast iteration, and high ownership. You will work closely with the founder, developers, and outreach team to ensure client delivery keeps pace with growth while maintaining strong results and retention. Responsibilities Client Relationship Ownership - Act as the primary point of contact for 20–30 active clients - Lead client check-ins, manage expectations, and handle ongoing requests - Anticipate risks early and proactively prevent churn - Own client satisfaction, retention, and long-term success Campaign Performance & Results - Diagnose and resolve underperforming cold email campaigns - Troubleshoot deliverability issues, list quality problems, and low-converting copy - Quality-check campaigns before launch to ensure readiness and performance - Continuously optimize campaigns for measurable outcomes Processes, Systems & Documentation - Build and refine delivery documentation as the business scales - Create practical playbooks that evolve with a growing startup - Track SLAs, client health metrics, and delivery standards Cross-Functional Collaboration - Work closely with the development team on technical and infrastructure issues - Coordinate with the outreach team on execution and optimization - Report directly to the founder on client health, risks, and delivery performance What Makes You a Perfect Fit - You have operated in fast-growing startups where roles are fluid and ownership is high - You take responsibility for outcomes without waiting for perfect processes - You communicate directly and confidently with founders and executives - You are comfortable adapting as the business evolves - You focus on execution, impact, and results Required Experience & Skills - Experience leading client delivery, operations, or account ownership within a growing startup or early-stage company - Background in cold email agencies, lead generation, or similar high-velocity environments - Hands-on expertise in cold email strategy, copywriting, deliverability, warm-up, and inbox placement - Ability to personally write copy and troubleshoot campaigns when needed - Technical enough to understand APIs, automations, and data flows without relying heavily on engineering - Daily, practical use of AI tools for real operational work - Strong problem-solving skills and comfort working in environments where systems are still being built Key Metrics for Success (KPIs) - Client retention and churn reduction - Campaign performance and deliverability outcomes - Client satisfaction and relationship health - Delivery consistency and SLA adherence - Overall impact on client results as the company scales Interview Process - Initial Screening - Interview with Founder - Final Discussion - Offer & Onboarding #LI-AG1

Job Title: Head of Client Operations Position Type: Full-Time, Remote Working Hours: Flexible, with client meetings in U.S. time zones About the Role We are looking for a Head of Client Operations who has experience operating inside a growing startup environment and can own everything that happens after a client signs. This is not a project management role. You will be fully accountable for client campaigns, results, satisfaction, and retention. This role requires someone who understands the realities of scaling startups — changing priorities, imperfect systems, fast iteration, and high ownership. You will work closely with the founder, developers, and outreach team to ensure client delivery keeps pace with growth while maintaining strong results and retention. Responsibilities Client Relationship Ownership - Act as the primary point of contact for 20–30 active clients - Lead client check-ins, manage expectations, and handle ongoing requests - Anticipate risks early and proactively prevent churn - Own client satisfaction, retention, and long-term success Campaign Performance & Results - Diagnose and resolve underperforming cold email campaigns - Troubleshoot deliverability issues, list quality problems, and low-converting copy - Quality-check campaigns before launch to ensure readiness and performance - Continuously optimize campaigns for measurable outcomes Processes, Systems & Documentation - Build and refine delivery documentation as the business scales - Create practical playbooks that evolve with a growing startup - Track SLAs, client health metrics, and delivery standards Cross-Functional Collaboration - Work closely with the development team on technical and infrastructure issues - Coordinate with the outreach team on execution and optimization - Report directly to the founder on client health, risks, and delivery performance What Makes You a Perfect Fit - You have operated in fast-growing startups where roles are fluid and ownership is high - You take responsibility for outcomes without waiting for perfect processes - You communicate directly and confidently with founders and executives - You are comfortable adapting as the business evolves - You focus on execution, impact, and results Required Experience & Skills - Experience leading client delivery, operations, or account ownership within a growing startup or early-stage company - Background in cold email agencies, lead generation, or similar high-velocity environments - Hands-on expertise in cold email strategy, copywriting, deliverability, warm-up, and inbox placement - Ability to personally write copy and troubleshoot campaigns when needed - Technical enough to understand APIs, automations, and data flows without relying heavily on engineering - Daily, practical use of AI tools for real operational work - Strong problem-solving skills and comfort working in environments where systems are still being built Key Metrics for Success (KPIs) - Client retention and churn reduction - Campaign performance and deliverability outcomes - Client satisfaction and relationship health - Delivery consistency and SLA adherence - Overall impact on client results as the company scales Interview Process - Initial Screening - Interview with Founder - Final Discussion - Offer & Onboarding #LI-AG1

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 Security Response Analyst II (Insider Threat) Mission First, People Always As Corporate Security, we are responsible for keeping Mastercard safe and secure from cyber and physical threats, and it is our people on the front who make this happen every day. By taking care of our people, their well-being, and their career development, we provide them with the necessary tools and environment to ensure the success of our mission. Overview The Security Event Management group is looking for a highly motivated team member to join our technical security investigative team as an Insider Threat Security Monitoring and Response Analyst II. As an Insider Threat analyst, you will work with a global team of like-minded specialists to flex your cybersecurity skills and talents to protect Mastercard's data, networks, and systems from potential insider threats. As an Insider Threat analyst on our team, you will be involved in analysing anomalous behaviour to identify suspected Insider Threats detected by our cyber security tools, such as Data Loss Prevention (DLP), User Activity Monitoring (UAM) and User Behaviour Analytics (UBA). Your day-to-day role will include triaging of alerts and incident escalations from the Security Operations Centre (SOC), conducting in-depth log analysis, generating incident reports, and documenting incidents in our case management system. You will also play a key role in maintaining and enhancing Corporate Security and Insider Threat security policies and work with key stakeholders to balance security initiatives with business, privacy and legal requirements. Additionally, you will support other members of the team and work with the team to enhance Insider Threat processes, documentation, and capability, and develop new ways of protecting the organisation against changing Insider Threat 'Tactics, Techniques, and Procedures' (TTPs). In this role, you will be: • Responding to Insider Threat incidents and alerts by analysing security event logs and user activities, providing findings to stakeholders for escalation, and documenting incident activities in the case management system.• Utilising our monitoring tools to gather data to identify insider threat trends and anomalies and using these findings to enhance our insider threat capability.• Creating and implementing countermeasures to specific weaknesses against known insider threat tactics, techniques, and procedures (TTPs)• Assisting with reviewing Data Loss Prevention (DLP) controls and assisting internal users impacted by our tools.• Establishing and maintaining Chain of Custody for any electronic data and evidence handled by the Insider Threat team.• Documenting and improving existing processes, aligning to industry standards and frameworks where appropriate (ISO, NIST, MITRE etc).• Reporting and providing metrics to leadership on key performance indicators as needed.• Interfacing with key internal stakeholders from other areas of the business such as HR, legal, and privacy teams to ensure customer needs are documented and met.• Working with other investigative teams, such as the SOC, to resolve high priority incidents.• Conducting risk assessments on insider threat security gaps and present findings to senior management and key stakeholders.• Collaborating with engineering teams to deliver capability improvements to Insider Threat tool set. All About You The ideal candidate for this position should: • Experience with investigative or technical report writing.• Familiarity with Security event log analysis and data analytics tools used for Insider Threat such as User Activity Monitoring (UAM) and User Behaviour Analytics (UBA).• Familiarity with Microsoft products such as O365 Purview, Microsoft Defender, Sentinel or DLP for Endpoint.• Experience with Data Loss Prevention (DLP) tools.• Experience in Incident Response and Digital Forensics.• Strong understanding of OSI Model, TCP/IP, MITRE ATT&CK, Kill Chain, Vulnerability Management and Networking principles. • Familiarity with the key high-level differences between Mac and Windows operating systems.• Experience with Security Incident and Event Management (SIEM) tools such as Splunk, ArcSight, Rapid7 InsightIDR etc.• Understanding of web proxies and ability to analyse web proxy logs.• Familiarity with OSINT techniques and threat hunting methodologies.• Excellent written and verbal communication skills to be able to communicate effectively to a wide variety of stakeholders. • Relevant industry certifications such as Security+, GCIA, GCIH, or CISSP are a plus. • Familiarity or training with local privacy laws (GDPR) is beneficial. 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.

• Monitor network traffic for unusual activity and respond to threats or escalate to Tier 2. • Maintain awareness of ongoing cyber threats over time. • Constantly monitor systems and networks for signs of intrusion, malware, or other security risks. • Document incidents, threats, and false positives in detail. • Update and maintain documentation on current vulnerabilities, and escalate to primary shareholders for critical vulnerabilities. • Relay information about current threats and incidents to team members and stakeholders. • Continuously share knowledge and contribute to improvement of SOC tools and processes. • Stay updated with the latest cybersecurity threats and defense strategies through continuous learning and training.