Director, Product Management - CRM Platform

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 Management - CRM Platform Job Overview We are seeking a strategic and execution-oriented Director of Product Management to lead the vision, roadmap, and delivery of core CRM platforms that power global customer support operations. This role owns the end-to-end product strategy for CRM capabilities across the Salesforce ecosystem and contact center technology stack, driving scalable, compliant, and insight-driven support experiences. The Director will play a critical leadership role in modernizing support platforms, enabling agent productivity, and integrating AI-driven capabilities across voice, chat, and digital channels. The ideal candidate brings deep expertise in CRM platforms, contact center technologies, and Salesforce Service Cloud, with a strong understanding of customer support operations, case management, and enterprise service delivery. Reports To VP, Product Management Major Accountabilities Own CRM Platform Strategy & Roadmap - Define and drive the product vision, strategy, and roadmap. - Align platform investments to business outcomes including case volume reduction, agent productivity, FCR improvement, and cost efficiency. Lead Platform Modernization & Integration - Drive evolution of CRM platforms across Salesforce Service Cloud, IVR, Telecom integrations, and omnichannel support systems. - Ensure seamless integration across voice, chat, digital, and self-service channels, including AI-enabled workflows and automation. Customer Support Product Leadership - Translate support operations needs (case management, routing, knowledge, automation) into scalable product capabilities. - Partner with Care, Operations, and Delivery teams to enable consistent, high-quality customer experiences globally. Salesforce Ecosystem Ownership - Lead platform design and enhancements within the Salesforce ecosystem, including Service Cloud, data models, workflows, and integrations. - Ensure alignment with enterprise architecture, security, and compliance requirements. Drive Execution & Delivery Excellence - Own the full product lifecycle: discovery, prioritization, development, release, and optimization. - Partner closely with Engineering, Architecture, and UX to deliver high-quality, scalable solutions. Data-Driven Decisioning & Performance Management - Define and track KPIs across CRM platforms (e.g., case handling time, deflection, agent efficiency, CSAT). - Leverage analytics and operational insights to prioritize roadmap and continuously improve outcomes. Stakeholder & Executive Alignment - Engage senior stakeholders across Product, Technology, Care, and Risk to ensure alignment on priorities, trade-offs, and outcomes. -Communicate strategy, progress, and impact at executive and SteerCo levels.

Leadership & Talent Development - Lead and mentor a team of product managers, driving clear ownership models, accountability, and high performance. - Foster a culture of customer-centricity, data-driven decisioning, and operational excellence.

(Preferred) Bachelor’s degree in a relevant field MBA or technical degree preferred Knowledge / Experience (Preferred) * 15+ years of product management experience, with 7+ years in leadership roles * Deep experience with CRM platforms, including Salesforce Service Cloud * Hands-on experience with contact center technologies (IVR, Telecom, routing, agent desktop, case management) * Strong understanding of customer support operations and