Director, Product Operations & Customer Engagement, Disputes

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 & 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.

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