Director, Product Delivery – Onboarding

Mastercard•O'fallon, MO

9d•$136,000 - $258,000•Hybrid

About The Position

The Director, Product Delivery – Onboarding is a senior delivery leader responsible for executing Mastercard’s end-to-end client onboarding experience within the North America region. Reporting into the Vice President, Product Delivery – Onboarding, this role leads teams focused on transitioning clients from pre-sale through onboarding and into implementation readiness, ensuring a seamless, consistent, and high-quality entry into Mastercard. This role builds on the core responsibilities of a Director, Product Delivery—owning delivery execution, client outcomes, and cross-functional alignment—while specializing in structured onboarding, early client engagement, and lifecycle continuity. The Director serves as a critical control point between Business Development (BD), Delivery, and Customer Account Management (CAM), ensuring clear accountability, strong client relationships, and a foundation for long-term growth.

Requirements

8–12+ years in Product Delivery, Implementation, or Client Engagement roles
Demonstrated leadership of delivery or onboarding teams in complex environments
Experience working with financial institutions, payments, or technology solutions preferred
Proven ability to manage large-scale, cross-functional client engagements
Deep understanding of client lifecycle from pre-sale through early adoption
Business acuity to identify extended product and Services opportunities, with the acumen to engage and support extension of these products and services
Ability to design and execute structured onboarding journeys
Strong grasp of handoffs and ownership transitions (BD → Delivery → CAM)
Exceptional ability to build trust quickly with clients in early engagements
Strong communication and executive presence
Ability to simplify complex solutions into clear, client-relevant narratives
Proven ability to coordinate across multiple functions and stakeholders
Strong alignment skills across Product, Services, Technology, Sales, and Delivery
Skilled in resolving ambiguity and aligning teams around shared outcomes
Understanding of how onboarding drives adoption, revenue, and growth
Familiarity with funding models (e.g., D&S) and their role in client strategy
Ability to connect onboarding activities to long-term client value
Strong program and delivery management capability
Data-driven mindset with focus on KPIs and continuous improvement
Ability to scale processes into repeatable, consistent operating models
Drives standardized onboarding frameworks, not one-off approaches
Ensures every client follows a consistent onboarding journey
Identifies risks before conversion and early in onboarding
Anticipates client needs and readiness gaps
Clearly defines who owns what across BD, Delivery, and CAM
Ensures no ambiguity in client ownership during onboarding
Designs onboarding from the client experience perspective, not internal silos
Focuses on clarity, simplicity, and value in every interaction
Treats onboarding as a growth enabler, not just a delivery step
Embeds funding, adoption, and expansion into onboarding design
Acts as the connector between Sales, Delivery, and Account teams
Enables seamless transition across lifecycle stages

Responsibilities

Lead teams responsible for the “Welcome to Mastercard” onboarding experience across NAM
Own onboarding execution from contract signature through implementation readiness
Ensure all clients receive a consistent, structured onboarding experience, including: Product and services education, Client enablement sessions, Defined onboarding milestones and success criteria
Drive adherence to onboarding standards, timelines, and quality metrics
Operationalize the formal pre-conversion kickoff model between FI Business Development (BD) and Delivery
Ensure onboarding teams participate in pre-contract engagement where required and establish clear roles, responsibilities, and delivery scope prior to conversion
Validate readiness of onboarding plans at contract signature
Act as escalation point for misalignment between deal construct and delivery readiness
Ensure assignment of a dedicated onboarding lead for each client engagement
Oversee onboarding leads as they serve as the primary client contact during onboarding and owner of early-stage client relationship and experience
Ensure strong client communication, transparency, and trust-building from day one
Partner with CAM and Delivery TAM & Care to ensure smooth transition to ongoing relationship ownership
Drive coordination across Product and Services, Education and Technology, Licensing, Franchise and TRM, Customer Implementation Services (CIS) and Product Application Implementation teams, Technology Account Management (TAM) and Care (CTS), and Sales / BD / CAM
Ensure onboarding inputs are aligned with implementation requirements and downstream delivery teams
Identify and resolve bottlenecks that impact onboarding timelines or experience
Ensure onboarding teams deliver structured product education aligned to client use cases
Partner with Product teams to translate product capabilities into client-relevant messaging and stay current on new products, services, and enhancements
Drive consistency in how Mastercard solutions are introduced and positioned during onboarding
Ensure onboarding teams demonstrate and position the value of Data & Services (D&S) funding early in the client lifecycle
Partner with CAM and Sales teams to align onboarding messaging with commercial strategies and funding utilization, and ensure D&S funding is embedded into client onboarding plans
Reinforce the connection between onboarding activities and long-term revenue growth opportunities
Track onboarding performance through KPIs, including Time-to-onboard, Client satisfaction (early lifecycle), and Readiness for implementation
Maintain visibility into onboarding risk, escalations, and dependencies
Drive continuous improvement across onboarding processes, tools, and frameworks
Contribute to scaling repeatable onboarding models and accelerators
Lead and develop onboarding-focused Delivery managers and individual contributors
Build a team with strong client-facing, communication, and program execution skills
Reinforce a culture of Accountability, Ownership, and Client-centric delivery
Ensure onboarding capability is a distinct, recognized discipline within Product Delivery

Benefits

insurance (including medical, prescription drug, dental, vision, disability, life insurance)
flexible spending account and health savings account
16 weeks of new parent leave
up to 20 days of bereavement leave
80 hours of Paid Sick and Safe Time
25 days of vacation time
5 personal days
10 annual paid U.S. observed holidays
401k with a best-in-class company match
deferred compensation for eligible roles
fitness reimbursement or on-site fitness facilities
eligibility for tuition reimbursement