Title and Summary

Director, Product Operations - Disputes Modernization & Customer Migration (Multiple Openings)

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 growing and seeking two Director, Product Operations leaders to support Mastercard's next generation disputes modernization strategy. These highly visible roles will help drive customer adoption of Mastercard's modern disputes capabilities, including API and user interface-based solutions, while enabling customers to transition successfully from legacy dispute management platforms.

While both roles focus on customer migration, transformation, and adoption, they offer distinct opportunities:
• Customer Migration Lead: Partner directly with issuers, acquirers, processors, fintechs, and other customers to lead complex migration programs, provide operational consulting, and drive successful implementation outcomes.
• Migration Strategy & Operations Lead: Build and operationalize Mastercard's global migration framework, create scalable processes and playbooks, enable internal teams, and establish governance models that support customer migrations across markets and regions.
Both positions require strong program leadership, customer-centric thinking, cross-functional influence, and the ability to navigate complex stakeholder environments while delivering measurable business outcomes.

The Role
Lead Migration Strategy & Execution
• Drive customer migration initiatives supporting Mastercard's disputes modernization strategy.
• Develop migration approaches, readiness criteria, governance models, success metrics, and implementation plans.
• Build migration roadmaps aligned to customer objectives, operational requirements, and business priorities.
• Monitor progress, risks, dependencies, and adoption outcomes to ensure successful delivery.
• Drive end-to-end migration activities from planning and assessment through implementation, onboarding, adoption, and optimization.
Partner with Customers & Internal Stakeholders
• Build strong relationships with customers and internal stakeholders, serving as a trusted advisor throughout the transformation journey.
• Lead discovery sessions, workshops, and operational assessments to understand current-state environments and future-state requirements.
• Provide guidance on operational transformation, change management, implementation best practices, and customer readiness.
• Represent customer and operational needs across Product, Engineering, Customer Delivery, Account Management, Customer Success, Sales, and Regional teams.
• Align cross-functional stakeholders around priorities, timelines, risks, and customer outcomes.
Drive Operational Excellence & Scale
• Design and operationalize scalable migration methodologies, frameworks, and engagement models.
• Create playbooks, implementation guides, readiness assessments, training materials, communication templates, and best practices.
• Establish repeatable processes that accelerate customer adoption while minimizing implementation risk.
• Develop operating models that improve efficiency, consistency, and customer experience globally.
Assess Business Impact & Adoption Success
• Evaluate operational impacts, technology requirements, organizational readiness, and process implications.
• Develop business cases, ROI analyses, and value realization frameworks that demonstrate customer benefits.
• Define KPIs and operational metrics related to migration readiness, adoption, customer satisfaction, and business outcomes.
• Drive continuous improvement through lessons learned, performance measurement, and ongoing optimization.
Govern Complex Programs
• Manage multiple workstreams, dependencies, resources, milestones, and risks across large-scale initiatives.
• Provide executive reporting and steering committee updates.
• Proactively identify and mitigate issues that could impact customer success or program delivery.
• Ensure migration activities remain aligned with customer objectives, business priorities, and strategic outcomes.

All About You
• Demonstrated experience leading large-scale customer migrations, platform transformations, enterprise software implementations, or business transformation programs.
• Strong background in Product Operations, Program Management, Product Management, Customer Success, Consulting, Professional Services, or related disciplines.
• Experience working with APIs, SaaS platforms, enterprise software, or highly technical products and solutions.
• Proven ability to influence and lead cross-functional teams without direct authority.
• Strong customer-facing and stakeholder management experience, including executive-level engagement.
• Ability to translate business requirements into operational and technology implementation plans.
• Experience developing scalable processes, operating models, frameworks, and playbooks.
• Strong analytical, problem-solving, and decision-making capabilities with a data-driven approach.
• Experience assessing business processes, operational workflows, organizational readiness, and change management requirements.
• Exceptional communication, facilitation, presentation, and relationship-building skills.
• Ability to simplify complex technical concepts for both business and technical audiences.
• Proven success operating within highly matrixed, global organizations.
• Passion for customer success, operational excellence, and delivering measurable business outcomes.
• Experience within payments, disputes, fraud, risk management, fintech, or financial services is preferred.
• Bachelor's degree required; advanced degree preferred.

Success Measures
Success in this role will be measured by:
• Successful customer migration execution and adoption outcomes.
• Customer satisfaction and migration experience.
• Time-to-value and realization of expected customer benefits.
• Operational efficiency and scalability of migration programs.
• Reduction of migration effort through standardized frameworks, tools, and playbooks.
• Effectiveness of internal enablement and readiness programs.
• Cross-functional stakeholder alignment and satisfaction.
• Growth in adoption of Mastercard's modern disputes solutions.
• Delivery of business outcomes associated with disputes platform modernization.

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

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.

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 is a pipeline posting for future opportunities within our team.

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

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