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About the Role

Mastercard is seeking two Director, Product Operations leaders to support the company's next-generation disputes modernization strategy. These roles will drive customer adoption of modern disputes capabilities, including API and user interface-based solutions, while enabling customers to transition successfully from legacy dispute management platforms. The positions require strong program leadership, customer-centric thinking, cross-functional influence, and the ability to navigate complex stakeholder environments while delivering measurable business outcomes.

Responsibilities

Drive customer migration initiatives supporting Mastercard's disputes modernization strategy.
Develop migration approaches, readiness criteria, governance models, success metrics, and implementation plans.
Build migration roadmaps aligned to customer objectives, operational requirements, and business priorities.
Monitor progress, risks, dependencies, and adoption outcomes to ensure successful delivery.
Drive end-to-end migration activities from planning and assessment through implementation, onboarding, adoption, and optimization.
Build strong relationships with customers and internal stakeholders, serving as a trusted advisor throughout the transformation journey.
Lead discovery sessions, workshops, and operational assessments to understand current-state environments and future-state requirements.
Provide guidance on operational transformation, change management, implementation best practices, and customer readiness.
Represent customer and operational needs across Product, Engineering, Customer Delivery, Account Management, Customer Success, Sales, and Regional teams.
Align cross-functional stakeholders around priorities, timelines, risks, and customer outcomes.
Design and operationalize scalable migration methodologies, frameworks, and engagement models.
Create playbooks, implementation guides, readiness assessments, training materials, communication templates, and best practices.
Establish repeatable processes that accelerate customer adoption while minimizing implementation risk.
Develop operating models that improve efficiency, consistency, and customer experience globally.
Evaluate operational impacts, technology requirements, organizational readiness, and process implications.
Develop business cases, ROI analyses, and value realization frameworks that demonstrate customer benefits.
Define KPIs and operational metrics related to migration readiness, adoption, customer satisfaction, and business outcomes.
Drive continuous improvement through lessons learned, performance measurement, and ongoing optimization.
Manage multiple workstreams, dependencies, resources, milestones, and risks across large-scale initiatives.
Provide executive reporting and steering committee updates.
Proactively identify and mitigate issues that could impact customer success or program delivery.
Ensure migration activities remain aligned with customer objectives, business priorities, and strategic outcomes.

Requirements

Demonstrated experience leading large-scale customer migrations, platform transformations, enterprise software implementations, or business transformation programs.
Strong background in Product Operations, Program Management, Product Management, Customer Success, Consulting, Professional Services, or related disciplines.
Experience working with APIs, SaaS platforms, enterprise software, or highly technical products and solutions.
Proven ability to influence and lead cross-functional teams without direct authority.
Strong customer-facing and stakeholder management experience, including executive-level engagement.
Ability to translate business requirements into operational and technology implementation plans.
Experience developing scalable processes, operating models, frameworks, and playbooks.
Strong analytical, problem-solving, and decision-making capabilities with a data-driven approach.
Experience assessing business processes, operational workflows, organizational readiness, and change management requirements.
Exceptional communication, facilitation, presentation, and relationship-building skills.
Ability to simplify complex technical concepts for both business and technical audiences.
Proven success operating within highly matrixed, global organizations.
Passion for customer success, operational excellence, and delivering measurable business outcomes.
Experience within payments, disputes, fraud, risk management, fintech, or financial services is preferred.
Corporate Security Responsibility: 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.

Skills

Product Operations
Program Management
Product Management
Customer Success
Consulting
Professional Services
APIs
SaaS platforms
Enterprise software
Customer migration
Platform transformation
Business transformation
Stakeholder management
Operational transformation
Change management
Implementation best practices
Analytical skills
Problem-solving
Decision-making
Data-driven approach
Business process assessment
Organizational readiness assessment
Communication
Facilitation
Presentation
Relationship-building
Payments
Disputes
Fraud management
Risk management
Fintech
Financial services

Location

Toronto, Canada

Work Type

Full-time

Experience Level

Director

Education Level

Bachelor's degree required
Advanced degree preferred

Salary/Compensations

$138,000 - $221,000 CAD

Benefits

May be eligible to participate in a discretionary annual incentive program

About the Company

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.
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.

Equal Opportunity

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
We hire the most qualified candidate for the role.
In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.