Director, Product Management- DCP Platform Operations

Mastercard • O'fallon, MO

11d

About The Position

The Services team and solutions fuel growth for partners globally by providing cutting edge services in the areas of Customer Acquisition and Engagement, Security Solutions, Business and Market Insights, and Open Banking. Focused on thinking big and scaling fast, our agile sales team is responsible for end-to-end solutions for a diverse global customer base including retailers, airlines, hotels, tourism agencies, public sector entities, restaurants, consumer goods and telecom companies. The Director, Product Management- DCP Platform Operations role is responsible for scaling adoption, improving customer experience, and operationalizing product excellence for the Data Commercialization Platform (DCP) —an enterprise, cloud-native data platform enabling analytics, AI/ML, and data-driven products across the organization. This role focuses on how the platform is experienced, adopted, and used at scale by internal customers, ensuring frictionless onboarding, clear documentation, effective feedback loops, and continuous improvement of the end-to-end platform experience. The Director, Product Operations acts as the connective tissue between Product Management, Engineering, Customer/Developer Enablement, and Platform Users, ensuring insights from real usage and customer feedback consistently inform roadmap decisions and platform evolution.

Requirements

• Experience in Product Operations, Platform Enablement, Product Management, or Developer roles.
• Experience supporting enterprise data platforms or developer-centric platforms.
• Strong understanding of modern data ecosystems (cloud, lakehouse, analytics, AI/ML).
• Expertise in:
• Voice of Customer programs
• Product analytics and usage insights
• Documentation and enablement at scale
• Ability to translate complex technical capabilities into clear, consumable guidance.
• Customer-obsessed mindset with strong empathy for technical and non-technical users.
• Exceptional communication and storytelling skills.
• Strong cross-functional influence without direct authority.
• Systems thinker who understands how experience, adoption, and outcomes connect.
• Comfortable operating in ambiguity and scaling processes in fast-evolving platforms.

Responsibilities

• Voice of Customer (VoC) & Product Feedback
• Own the Voice of Customer strategy for the Data Commercialization Platform.
• Establish structured mechanisms to capture customer feedback, including:
• User interviews and listening sessions
• Surveys (NPS, CSAT, CES)
• Usage analytics and behavioral insights
• Support tickets and issue trends
• Synthesize qualitative and quantitative feedback into clear insights and themes.
• Translate customer insights into actionable inputs for Product Management and Engineering.
• Platform Adoption & Customer Onboarding
• Own the end-to-end onboarding experience for new platform customers (product teams, data scientists, analysts, commercial users).
• Design and scale onboarding assets such as:
• Getting started guides
• Reference architectures
• Sample pipelines and notebooks
• Environment setup checklists
• Partner with Product and Engineering to reduce time-to-first-value.
• Track onboarding effectiveness and continuously optimize adoption journeys.
• Enablement, Documentation & Self-Service
• Own platform enablement strategy, ensuring customers can self-serve with confidence.
• Establish and maintain high-quality:
• FAQs and knowledge bases
• Platform documentation and playbooks
• Best-practice guides and standards
• Release notes and change communications
• Ensure documentation is:
• Discoverable
• Role-appropriate (PM, engineer, data scientist, analyst)
• Continuously updated as the platform evolves
• Drive adoption of self-service capabilities to reduce support burden.
• Platform Experience & Operational Excellence
• Define and measure platform experience metrics, including:
• Adoption and activation rates
• Engagement and retention
• Time-to-value
• Support volume and resolution trends
• Identify friction points in the customer journey and drive cross-functional improvements.
• Ensure platform launches are operationally ready from a customer perspective (docs, enablement, comms).
• Cross-Functional Partnership
• Act as the primary partner to:
• Product Management for customer insights and experience improvements
• Engineering for usability and operability feedback
• Program Management for readiness and rollout coordination
• Ensure customer needs are represented in platform operating rhythms without owning delivery mechanics.
• Influence roadmap discussions through evidence-based customer insights, not prioritization authority.
• Change Management & Communication
• Own customer-facing change management for the platform.
• Ensure customers are informed, trained, and prepared for:
• New capabilities
• Deprecations or breaking changes
• Behavioral or process shifts
• Create clear, consistent communication channels and messaging.

Benefits

• insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• flexible spending account and health savings account
• paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
• 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed