Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Senior Specialist, Customer Engagement (Disputes Migration) role.

Rezi rewrites your resume against Mastercard's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Senior Specialist, Customer Engagement (Disputes Migration) posting at Mastercard — free, in seconds.

About the Role

This role serves as the primary liaison between Mastercard, customers, and implementation partners throughout the migration journey to Mastercard's next-generation disputes platform. The ideal candidate is customer-focused, highly organized, and skilled at managing complex initiatives across multiple stakeholders. They will work directly with issuers, acquirers, processors, and third-party partners to understand customer requirements, define implementation plans, create adoption collateral, and ensure successful migration outcomes. This individual will help drive customer readiness, accelerate adoption, and provide visibility into migration progress across a large portfolio of customers.

Responsibilities

Partner directly with customers to understand business processes, technical requirements, operational impacts, and migration readiness needs.
Lead customer discovery activities and translate customer feedback into actionable implementation plans and product improvement opportunities.
Develop and manage migration projects for assigned customer portfolios, including timelines, milestones, dependencies, risks, and success criteria.
Create customer-facing collateral including implementation guides, migration playbooks, readiness assessments, FAQs, communications, training materials, and executive presentations.
Coordinate closely with Product, Technology, Operations, Regional Teams, and Customer Account Management stakeholders to ensure successful delivery.
Serve as a trusted advisor throughout the migration lifecycle, helping customers navigate challenges and achieve implementation objectives.
Drive customer engagement activities including workshops, onboarding sessions, testing readiness reviews, and stakeholder meetings.
Track migration progress, risks, issues, and dependencies across multiple customers simultaneously.
Capture customer feedback, implementation learnings, and operational challenges throughout migration engagements and communicate insights to Product and Commercialization teams.
Identify opportunities for product enhancements, process improvements, and new capabilities that could improve customer experience, operational efficiency, and platform adoption.
Partner with Product Management to help define customer requirements and provide customer context that supports product planning and prioritization activities.
Support customer validation activities, pilot programs, and early adoption initiatives for new capabilities when appropriate.
Provide ongoing visibility into customer requirements, adoption trends, and common migration challenges to help inform future platform evolution.
Partner with regional teams to identify localized customer requirements and ensure those needs are appropriately represented during product planning discussions.

Requirements

Have a passion for understanding customer needs and delivering exceptional customer experiences.
Demonstrate strong project and program management skills with the ability to manage multiple customer engagements simultaneously.
Possess advanced stakeholder management capabilities and experience working with senior customer and executive audiences.
Be skilled at translating complex business and technical concepts into clear, customer-friendly communications and documentation.
Have experience developing implementation strategies, customer onboarding programs, and adoption plans.
Exhibit strong organization, prioritization, and problem-solving skills in a fast-paced environment.
Be comfortable leading customer workshops, training sessions, and executive presentations.
Ability to identify recurring customer needs and translate them into clearly articulated business requirements and enhancement opportunities.
Experience partnering with Product, Commercialization, Customer Success, or Delivery teams to improve customer outcomes and inform future solution development.
Strong analytical skills with the ability to synthesize customer feedback, implementation learnings, and market insights into actionable recommendations.
Ability to balance customer requests with broader platform objectives and business priorities.
Experience creating customer-focused recommendations that drive adoption, implementation success, and long-term client satisfaction.
Experience supporting large-scale platform migrations, transformations, or technology implementations.
Knowledge of dispute processing, chargebacks, fraud management, case management, or payments ecosystems.
Experience working directly with issuers, acquirers, processors, merchants, or banking customers.
Familiarity with customer success, implementation management, program management, or professional services disciplines.
Experience coordinating with external delivery partners and third-party service providers.
Experience creating executive-level communications, business cases, and customer adoption reporting.

Location

Toronto, Canada

Experience Level

Senior Specialist

Salary/Compensations

$83,000 - $132,000 CAD

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.

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.