Description
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
Director, Product Management Job Overview:The Product Manager is responsible for the success of a product throughout its lifecycle, acting as a liaison between business, technology, and design. They define the product vision, strategy, and roadmap, prioritize features, and ensure the product aligns with business goals and customer needs.
We are seeking a visionary and execution-driven Director of Product Management to lead the strategy, development, and delivery of web and omnichannel solutions that unify support and elevate customer experience across platforms. This role requires a seasoned product leader with end-to-end product management experience, from discovery and design through development, launch, and optimization.
You will own the product roadmap for customer support experiences across web, mobile, chat, voice, and emerging channels—ensuring seamless, scalable, and personalized interactions. You'll collaborate cross-functionally with engineering, design, operations, and customer success teams to deliver innovative solutions that drive satisfaction, retention, and operational efficiency.
Reports To:
VP, Product Management
Major Accountabilities:
* Define and lead the product vision and strategy for unified support and customer experience across web and omnichannel platforms.
* Own the full product lifecycle: from market research and ideation to requirements gathering, development, launch, and post-launch optimization.
* Develop and manage product roadmaps, aligning with business goals, customer needs, and technical feasibility.
* Collaborate cross-functionally with engineering, drive UX/UI design, marketing, B2X customer frontline and support to deliver high-impact solutions.
* Drive customer-centric innovation, leveraging insights from user research, analytics, and feedback loops.
* Ensure consistency and scalability across support channels, integrating self-service, live support, and automation capabilities.
* Measure and report on product performance, using KPIs to guide prioritization and continuous improvement.
* Mentor and develop product managers, fostering a culture of ownership, collaboration, and excellence.
Education (preferred):
Bachelor's degree in a relevant field; MBA or technical background preferred.
Knowledge / Experience (preferred):
* 7+ years of product management experience, with at least 3 years in a leadership role.
* Proven success in building web and omnichannel support solutions (e.g., chatbots, help centers, IVR, mobile support).
* Strong understanding of customer experience design, support operations, and digital transformation.
* Experience with end-to-end product delivery, including agile methodologies, backlog management, and stakeholder alignment.
* Excellent communication and leadership skills, with the ability to influence across levels and functions.
* Familiarity with tools like Jira, Confluence, Figma, Mixpanel/Adobe/DOMO analytics platforms.
Skills / Abilities:
* Experience with AI-powered support tools and personalization engines.
* Background in SaaS, e-commerce, or enterprise platforms.
* Global product experience and localization strategies.
Working Conditions:
Requires flexible working hours with geo located teams in various timezones.
Why Join Us?
* Lead transformative initiatives that shape the future of customer support.
* Work with passionate teams in a fast-paced, innovation-driven environment.
* Enjoy competitive compensation, benefits, and career growth opportunities.
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.
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