Title and Summary

Director, Partner Delivery & Product Strategy

Overview

Ethoca, a Mastercard company, is seeking a Director, Partner Delivery & Product Strategy to lead a high-impact global team at the intersection of customer delivery, product strategy, and commercial growth. This is a visible leadership role with the opportunity to shape how partners adopt our solutions, influence product direction through market insight, and deliver exceptional customer outcomes at scale across a complex and evolving payments ecosystem.

You will lead a team of Delivery Managers and work closely with Sales, Product, Customer Success, Compliance, and Operations to solve complex customer challenges and support long-term growth. From shaping pre-sales conversations and demonstrating product value, to translating customer and market feedback into roadmap insight, you will play a central role in aligning customer needs, commercial priorities, and product strategy.

This role is well suited to a strategic, customer-focused leader who thrives in dynamic environments, builds trust quickly, and brings strong commercial and technical judgment. It is an opportunity to lead with influence, develop talent, elevate delivery excellence, and help shape the future direction of Partner Delivery and Product Strategy at Ethoca.

Role
• Lead, coach, and develop a high-performing team of customer delivery professionals, creating a culture of accountability, collaboration, and continuous improvement while strengthening the team's ability to support complex partner needs.
• Oversee day-to-day delivery operations and resource planning across projects, regions, and priorities to ensure consistent execution, strong customer outcomes, and efficient alignment of team capacity with business demand.
• Lead strategic partner implementation initiatives, ensuring programs are delivered with a strong focus on quality, timeline adherence, stakeholder alignment, and realization of customer value.
• Collaborate with Sales to understand customer objectives, pain points, and workflows, and help position Ethoca solutions in a way that is commercially compelling, operationally credible, and aligned to business outcomes.
• Lead product demonstrations and proof-of-value engagements that build customer confidence, highlight strategic product capabilities, and support successful commercial decision-making.
• Build trusted relationships with prospects and customers, serving as a senior point of credibility from pre-sales through transition to onboarding and helping ensure a strong, consistent customer experience.
• Translate customer business needs into thoughtful solution designs by combining product expertise, technical understanding, and a strong appreciation of operational workflows.
• Serve as a trusted subject matter expert in Ethoca products and data, providing strategic guidance to customers and internal stakeholders on capabilities, use cases, and value realization.
• Represent Ethoca externally through conferences, webinars, and thought leadership opportunities, helping strengthen market presence, credibility, and awareness of our solutions.
• Bring the voice of the customer and market back to Product, sharing feedback, identifying patterns, and helping shape future enhancements and strategic priorities.
• Contribute to broader strategic growth and transformation initiatives, including new product launches, business improvements, and cross-functional programs that advance Ethoca's market position.

All About You

We are looking for a leader with many of the following strengths:
• Advanced experience leading customer-facing implementation, onboarding, delivery, or technical consulting teams, with a track record of developing talent and driving strong execution.
• Experience in sales engineering, solutions consulting, or a similar customer-facing role within a B2B technology environment, ideally with exposure to APIs, SFTP, and implementation-driven workflows.
• Strong strategic thinking, analytical capability, and sound judgment, with the ability to navigate ambiguity, connect operational detail to broader business goals, and make informed decisions in complex environments.
• Excellent communication, presentation, and relationship-building skills, with the ability to engage technical, commercial, and executive audiences with clarity and confidence.
• Strong knowledge of the payments ecosystem, including merchants, issuers, processors, and the broader market dynamics that influence customer priorities and product adoption.
• Confidence working directly with senior business leaders and cross-functional partners, including Product, Sales, Customer Success, Compliance, Operations, and other strategic stakeholders.
• Ability to translate technical concepts and product capabilities into clear, compelling business language for non-technical stakeholders in both written and verbal communication.
• Proven ability to build credibility and influence with technical leaders, business stakeholders, and decision-makers within customer organizations.
• Flexibility to support global customers across international time zones and travel internationally as needed, up to approximately 20%.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.

Pay Ranges
Toronto, Canada: $138,000 - $221,000 CAD