Manager, Product Operations, Customer Experience

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

Manager, Product Operations, Customer Experience

Overview:
The Manager, Network Products, will join a team driving product strategy, roadmap, and execution of the future of Mastercard’s global core payments network. The payments network is Mastercard’s core strategic asset, directly driving over $8 billion in revenue and providing the platform for other key products and services.
The ideal candidate is a proven, forward thinking leader with the ability to collaborate across disciplines and communicate effectively with both business and technology stakeholders. This role will work hand in hand with Product Managers and Engineering teams to deliver operationally ready, market leading solutions. Responsibilities span customer enablement during pilot and prototype phases; articulation of value propositions and requirements; partnership with internal and external development teams; commercialization and go to market planning; customer engagement and feedback loops; implementation and integration oversight; and oversight into product documentation and operational guidelines.

The role:
The Manager, Product Operation, role is responsible for managing customer experience during onboarding. Partnering closely with product, customer implementation, and regional teams, the role supports the delivery of new and enhanced Network Product solutions through testing, customer communications, and operational readiness. Success requires strong analytical skills, comfort operating in ambiguity, and deep collaboration to continuously improve the end-to-end customer onboarding experience within the credit card payments ecosystem.
• Deliver clear, consistent executive level communications by monitoring overall program health, synthesizing project and customer onboarding status, and translating insights into actionable recommendations for senior leadership and key stakeholders.
• Scale a global Product Operations Customer Experience team, fostering a culture of accountability, operational excellence, and coordinated execution across multiple stakeholders and parallel initiatives.
• Partner with internal stakeholders to support product management and development efforts across all new and enhanced Network Product solutions, including piloting and testing activities, and co developing customer communications, guides, and operational documentation.
• Engage with internal product teams, business owners, regional market teams, and global customers to identify, assess, and address network challenges and opportunities.
• Analyze internal data to size opportunities and issues, understand customer behaviors, and develop informed perspectives on system, platform, and technical constraints underlying business needs.
• Collaborate with a diverse set of internal partners, regional stakeholders, and external customers to define, deliver, and continuously improve the end to end customer onboarding experience.
• Lead customer feedback engagements to identify pain points, inform roadmap prioritization, and support proactive customer management during incidents or service disruptions.
• Demonstrate intellectual curiosity, high energy, and a self starter mindset, with the ability to operate with urgency in a fast paced, evolving environment.
• Exhibit strong prioritization discipline and comfort operating in ambiguity, while empowering teams to own and deliver a high quality customer onboarding experience.
• Effectively manage multiple priorities and complex demands, supported by a strong understanding of transaction processing and the credit card payments industry.


About you:
• Brings deep expertise in the payments industry, the Mastercard ecosystem, or the broader financial services landscape, with a strong understanding of how technology delivery drives business outcomes.
• Operates with a high degree of independence and accountability, demonstrating sound judgment and end to end ownership of program delivery.
• Builds strong, trusted relationships across the organization and effectively influences stakeholders at all levels, including senior and executive leadership, while establishing credibility with cross functional teams.
• Applies continuous improvement principles to enhance customer delivery frameworks, operational processes, and overall team efficiency.
• Makes thoughtful, data driven decisions by assessing risks, managing trade offs, and resolving escalations in fast moving, complex environments.
• Leverages emerging technologies, including artificial intelligence, to improve program management practices, increase operational efficiency, and support more informed decision making.
• Exhibits a self starter mindset with a strong ability to learn quickly, work independently, thrive in fast paced environments, and adapt to shifting priorities while managing multiple responsibilities.
• Possesses exceptional communication, presentation, and interpersonal skills, with the ability to engage, lead, and influence stakeholders across all levels of the organization, as well as internal and external partners.
• Demonstrates strong visual storytelling capabilities, including data visualization and the creation of clear, compelling executive level presentations.
• Brings strong project management capabilities, with demonstrated excellence in organization, planning, and task execution.
• Is a highly collaborative partner, able to work effectively across functions to drive shared outcomes.

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.