Title and Summary

Director, Product Operations & Customer Engagement, Disputes

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.

The Disputes Solutions Product team is seeking a Director, Product Operations to lead customer migration initiatives for Mastercard's next generation disputes platform and API solutions.

This is a highly visible, customer-facing leadership role responsible for partnering with issuers, acquirers, processors, fintechs, and other global customers as they transition from legacy dispute management solutions to Mastercard's modern API-based capabilities.

The successful candidate will serve as a trusted advisor to customers throughout their transformation journey, helping them define migration scope, assess operational impacts, quantify business value, identify technology requirements, and execute implementation plans that drive successful adoption. This role requires a unique combination of customer engagement, program management, operational consulting, process design, and technical acumen.

The Director will collaborate closely with Product Management, Technology, Advisors Consulting Services, Customer Delivery, Account Management, Regional teams, and Customer Success organizations to ensure customers realize the full value of Mastercard's disputes modernization strategy.

The Role:

Lead Customer Migration Strategy & Execution
- Serve as the primary customer-facing lead for strategic migrations from legacy disputes solutions to Mastercard's next generation API-based platform.
- Develop migration strategies tailored to each customer's business objectives, operational environment, technology landscape, and implementation readiness.
- Create migration roadmaps, governance structures, success criteria, and deployment plans to ensure predictable and scalable execution.
- Drive end-to-end migration programs from assessment through implementation, onboarding, adoption, and optimization.

Act as a Trusted Customer Advisor
- Build strong executive and operational relationships with customers and become a trusted partner throughout their modernization journey.
- Understand customer dispute operations, workflows, organizational structures, and current-state processes.
- Facilitate discovery sessions and workshops to identify customer needs, risks, dependencies, and opportunities for optimization.
- Provide consultative guidance on best practices, change management, and operational transformation.

Assess Business Impact & Build Value Cases
- Conduct current-state and future-state operational assessments.
- Evaluate process impacts, resource implications, technology requirements, and organizational readiness.
- Develop business cases and ROI analyses that articulate expected customer benefits, efficiencies, and measurable outcomes.
- Define migration success metrics and adoption goals with customer stakeholders.

Drive Cross-Functional Alignment
- Partner closely with Advisors Consulting, Deploy, Product Management, Technology, Account Management, Customer Success, and Regional teams to ensure successful customer outcomes.
- Coordinate internal and external stakeholders across multiple workstreams, managing dependencies, risks, and escalation paths.
- Represent customer requirements and migration needs to product and engineering teams.
- Ensure customer feedback is incorporated into product enhancements and migration playbooks.

Enable Operational Excellence
- Develop scalable migration methodologies, implementation frameworks, readiness assessments, and customer engagement models.
- Create customer-facing documentation, best practices, implementation guides, and operational playbooks.
- Establish repeatable processes that accelerate customer adoption while reducing implementation risk.
- Measure migration performance through KPIs and continuously improve operational effectiveness.

Manage Program Governance
- Track migration progress, milestones, risks, and resource requirements.
- Provide executive-level reporting and executive steering committee updates.
- Identify and proactively mitigate implementation risks that could impact customer success.
- Ensure projects remain aligned to customer objectives, timelines, and expected business value.

All About You

- Demonstrated experience leading large-scale customer implementations, platform migrations, digital transformations, or enterprise software deployments.
- Experience working directly with customers in a consultative, client-facing leadership role.
- Strong program management and project execution experience with complex, cross-functional initiatives.
- Knowledge of API-enabled products, SaaS platforms, enterprise software, or highly technical customer solutions.
- Proven ability to translate business requirements into operational and technology implementation plans.
- Experience performing business process assessments, operational redesign, and change management initiatives.
- Strong analytical and financial acumen with experience developing business cases, ROI models, and value realization frameworks.
- Ability to navigate ambiguity, influence without authority, and drive alignment across diverse stakeholder groups.
- Exceptional communication, presentation, facilitation, and executive stakeholder management skills.
- Experience collaborating across Product, Engineering, Professional Services, Consulting, Customer - Delivery, and Account Management organizations.
- Ability to simplify complex technical concepts for both business and technical audiences.
- Strong problem-solving skills and a data-driven decision-making approach.
- Passion for customer success, operational excellence, and delivering measurable business outcomes.
- Bachelor's degree required; advanced degree preferred.

Key Success Measures
- Successful customer migration execution and adoption outcomes
- Time-to-value and customer realization of expected benefits
- Customer satisfaction and stakeholder engagement
- Migration program predictability and delivery performance
- Operational readiness and process optimization improvements
- Growth in adoption of Mastercard disputes API solutions

Why this role matters:
- You will play a critical role in helping Mastercard's customers modernize their dispute management operations and unlock the value of next-generation API capabilities. Your work will directly influence customer success, product adoption, and the long-term growth of Mastercard's disputes solutions portfolio.

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