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

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. 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.

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