Title and Summary

Director, Product Operations & Customer Migration, 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 Management Product team is looking for a Director, Product Operations to lead Mastercard's global customer migration strategy for our next generation disputes solutions. This role will be responsible for developing and executing the operational framework that enables customers to successfully transition from legacy disputes platforms and experiences to modern API and user interface-based solutions.

This leader will serve as the central point of coordination across Product, Customer Delivery, Account Management, Sales, Global Product Management, Regional Teams, Training, and Customer Success organizations to ensure migrations are scalable, repeatable, and customer-centric.
The ideal candidate combines product operations expertise, large-scale program management, customer engagement, process excellence, and a passion for driving transformation. They thrive in highly matrixed environments and are energized by helping customers realize value through adoption of modern Mastercard capabilities.

The Role

Lead Global Migration Strategy & Execution
• Develop and drive Mastercard's global customer migration framework for disputes modernization initiatives.
• Define migration approaches, readiness criteria, customer segmentation, success metrics, and governance models.
• Partner with Product Management and regional stakeholders to establish migration roadmaps aligned to business objectives and customer priorities.
• Monitor migration progress, risks, dependencies, and adoption outcomes across markets and customer segments.
Enable Internal Teams for Scale
• Build and operationalize reusable migration assets that enable internal teams to support customers consistently and efficiently.
• Create migration playbooks, implementation guides, project plans, readiness assessments, communication templates, training materials, and best practices.
• Establish standard operating procedures that can be leveraged by account teams, implementation teams, support teams, and customer-facing organizations globally.
• Create scalable operating models that reduce migration friction and accelerate customer time-to-value.
Drive Customer Adoption & Change Management
• Design customer migration journeys that support both API and UI customers throughout the transition lifecycle.
• Develop change management approaches that improve customer readiness, adoption, and satisfaction.
• Partner with customer-facing teams to identify barriers to migration and proactively address adoption challenges.
• Ensure customers have clear guidance, education, and support throughout onboarding and migration activities.
Partner Across Mastercard
• Work closely with Product Management, Engineering, Global Product Delivery, Customer Success, Sales, Account Management, Customer Support, Learning & Development, and Regional teams.
• Align stakeholders around migration priorities, timelines, dependencies, and customer impact.
• Serve as the voice of customer migration readiness during product planning and release activities.
• Establish strong executive-level relationships to drive alignment and decision making.

Measure Success & Continuous Improvement
• Define and manage KPIs and operational metrics related to migration progress, customer adoption, readiness, and customer experience.
• Create executive reporting and governance processes to provide visibility into migration performance.
• Identify process improvements and incorporate lessons learned to continuously enhance migration outcomes.
• Drive a culture of operational excellence and customer-centric execution.

All About You:
• Demonstrated experience leading large-scale customer migrations, platform transitions, product implementations, or business transformation programs.
• Strong product operations, program management, customer success, or product management background.
• Experience working with SaaS, enterprise software, APIs, platforms, or highly technical product environments.
• Proven ability to influence and lead cross-functional teams without direct authority.
• Ability to simplify complex processes into scalable, repeatable frameworks and playbooks.
• Exceptional communication, presentation, and stakeholder management skills.
• Strong analytical and problem-solving capabilities with a data-driven approach to decision making.
• Experience creating training programs, operational documentation, implementation guides, and customer-facing assets.
• Ability to operate effectively in a global, matrixed organization.
• Passion for improving customer experiences and driving adoption of innovative solutions.
• Experience within payments, disputes, fraud, risk management, fintech, or financial services is strongly preferred.

Success Measures
In this role, success will be measured by:
• Adoption and migration progress against strategic objectives.
• Customer satisfaction and migration experience outcomes.
• Reduction in migration effort through standardized tooling, templates, and playbooks.
• Effectiveness of internal enablement programs and training.
• Operational efficiency and scalability of migration activities.
• Cross-functional stakeholder satisfaction and alignment.
• Delivery of business outcomes associated with legacy platform modernization.

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