Title and SummarySenior Specialist, Customer Engagement (Disputes Migration)
The Disputes Solutions team is looking for a Senior Specialist, Customer Engagement to play a critical role in helping customers successfully migrate to Mastercard's next-generation disputes platform. This role serves as the primary liaison between Mastercard, customers, and implementation partners throughout the migration journey.
The ideal candidate is customer-focused, highly organized, and skilled at managing complex initiatives across multiple stakeholders. They will work directly with issuers, acquirers, processors, and third-party partners to understand customer requirements, define implementation plans, create adoption collateral, and ensure successful migration outcomes. This individual will help drive customer readiness, accelerate adoption, and provide visibility into migration progress across a large portfolio of customers.
Through direct engagement with customers, the role will also help identify emerging business needs, product enhancement opportunities, and regional requirements. The individual will partner with Product, Commercialization, and Go-to-Market teams to communicate customer feedback, support requirement definition, and help ensure future platform capabilities align with customer and market needs.
The Role:
• Partner directly with customers to understand business processes, technical requirements, operational impacts, and migration readiness needs.
• Lead customer discovery activities and translate customer feedback into actionable implementation plans and product improvement opportunities.
• Develop and manage migration projects for assigned customer portfolios, including timelines, milestones, dependencies, risks, and success criteria.
• Create customer-facing collateral including implementation guides, migration playbooks, readiness assessments, FAQs, communications, training materials, and executive presentations.
• Coordinate closely with Product, Technology, Operations, Regional Teams, and Customer Account Management stakeholders to ensure successful delivery. Serve as a trusted advisor throughout the migration lifecycle, helping customers navigate challenges and achieve implementation objectives.
• Drive customer engagement activities including workshops, onboarding sessions, testing readiness reviews, and stakeholder meetings. Track migration progress, risks, issues, and dependencies across multiple customers simultaneously.
• Capture customer feedback, implementation learnings, and operational challenges throughout migration engagements and communicate insights to Product and Commercialization teams.
• Identify opportunities for product enhancements, process improvements, and new capabilities that could improve customer experience, operational efficiency, and platform adoption.
• Partner with Product Management to help define customer requirements and provide customer context that supports product planning and prioritization activities.
• Support customer validation activities, pilot programs, and early adoption initiatives for new capabilities when appropriate.
• Provide ongoing visibility into customer requirements, adoption trends, and common migration challenges to help inform future platform evolution.
• Partner with regional teams to identify localized customer requirements and ensure those needs are appropriately represented during product planning discussions.
All About You
• Have a passion for understanding customer needs and delivering exceptional customer experiences.
• Demonstrate strong project and program management skills with the ability to manage multiple customer engagements simultaneously.
• Possess advanced stakeholder management capabilities and experience working with senior customer and executive audiences.
• Be skilled at translating complex business and technical concepts into clear, customer-friendly communications and documentation.
• Have experience developing implementation strategies, customer onboarding programs, and adoption plans.
• Exhibit strong organization, prioritization, and problem-solving skills in a fast-paced environment.
• Be comfortable leading customer workshops, training sessions, and executive presentations.
• Ability to identify recurring customer needs and translate them into clearly articulated business requirements and enhancement opportunities.
• Experience partnering with Product, Commercialization, Customer Success, or Delivery teams to improve customer outcomes and inform future solution development.
• Strong analytical skills with the ability to synthesize customer feedback, implementation learnings, and market insights into actionable recommendations.
• Ability to balance customer requests with broader platform objectives and business priorities.
• Experience creating customer-focused recommendations that drive adoption, implementation success, and long-term client satisfaction.
Preferred Qualifications
• Experience supporting large-scale platform migrations, transformations, or technology implementations.
• Knowledge of dispute processing, chargebacks, fraud management, case management, or payments ecosystems.
• Experience working directly with issuers, acquirers, processors, merchants, or banking customers.
• Familiarity with customer success, implementation management, program management, or professional services disciplines.
• Experience coordinating with external delivery partners and third-party service providers.
• Experience creating executive-level communications, business cases, and customer adoption reporting.
Corporate Security ResponsibilityAll 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 posting reflects one or more current openings on our team.
Pay RangesToronto, Canada: $83,000 - $132,000 CAD
