Director, Product Operations & Customer Migration, Disputes

Mastercard • Toronto, ON

2d • CA$138,000 - CA$221,000 • Onsite

About The Position

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 Management Product team is looking for a Director, Product Operations to lead Mastercard's global customer migration strategy for our next generation disputes solutions. This role will be responsible for developing and executing the operational framework that enables customers to successfully transition from legacy disputes platforms and experiences to modern API and user interface-based solutions. This leader will serve as the central point of coordination across Product, Customer Delivery, Account Management, Sales, Global Product Management, Regional Teams, Training, and Customer Success organizations to ensure migrations are scalable, repeatable, and customer-centric. The ideal candidate combines product operations expertise, large-scale program management, customer engagement, process excellence, and a passion for driving transformation. They thrive in highly matrixed environments and are energized by helping customers realize value through adoption of modern Mastercard capabilities.

Requirements

• Demonstrated experience leading large-scale customer migrations, platform transitions, product implementations, or business transformation programs.
• Strong product operations, program management, customer success, or product management background.
• Experience working with SaaS, enterprise software, APIs, platforms, or highly technical product environments.
• Proven ability to influence and lead cross-functional teams without direct authority.
• Ability to simplify complex processes into scalable, repeatable frameworks and playbooks.
• Exceptional communication, presentation, and stakeholder management skills.
• Strong analytical and problem-solving capabilities with a data-driven approach to decision making.
• Experience creating training programs, operational documentation, implementation guides, and customer-facing assets.
• Ability to operate effectively in a global, matrixed organization.
• Passion for improving customer experiences and driving adoption of innovative solutions.

Nice To Haves

• Experience within payments, disputes, fraud, risk management, fintech, or financial services is strongly preferred.

Responsibilities

• Develop and drive Mastercard's global customer migration framework for disputes modernization initiatives.
• Define migration approaches, readiness criteria, customer segmentation, success metrics, and governance models.
• Partner with Product Management and regional stakeholders to establish migration roadmaps aligned to business objectives and customer priorities.
• Monitor migration progress, risks, dependencies, and adoption outcomes across markets and customer segments.
• Build and operationalize reusable migration assets that enable internal teams to support customers consistently and efficiently.
• Create migration playbooks, implementation guides, project plans, readiness assessments, communication templates, training materials, and best practices.
• Establish standard operating procedures that can be leveraged by account teams, implementation teams, support teams, and customer-facing organizations globally.
• Create scalable operating models that reduce migration friction and accelerate customer time-to-value.
• Design customer migration journeys that support both API and UI customers throughout the transition lifecycle.
• Develop change management approaches that improve customer readiness, adoption, and satisfaction.
• Partner with customer-facing teams to identify barriers to migration and proactively address adoption challenges.
• Ensure customers have clear guidance, education, and support throughout onboarding and migration activities.
• Work closely with Product Management, Engineering, Global Product Delivery, Customer Success, Sales, Account Management, Customer Support, Learning & Development, and Regional teams.
• Align stakeholders around migration priorities, timelines, dependencies, and customer impact.
• Serve as the voice of customer migration readiness during product planning and release activities.
• Establish strong executive-level relationships to drive alignment and decision making.
• Define and manage KPIs and operational metrics related to migration progress, customer adoption, readiness, and customer experience.
• Create executive reporting and governance processes to provide visibility into migration performance.
• Identify process improvements and incorporate lessons learned to continuously enhance migration outcomes.
• Drive a culture of operational excellence and customer-centric execution.

Benefits

• competitive pay based on location, experience and other qualifications for the role
• may be eligible to participate in a discretionary annual incentive program

What This Job Offers

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