Director, Product Operations

Mastercard • O’Fallon, MO

1d

About The Position

The Incident Management Director, Network Products, will join a team driving product strategy, roadmap, and execution of the future of Mastercard’s global core payments network. The payments network is Mastercard’s core strategic asset, directly driving over $8 billion in revenue and providing the platform for other key products and services.
The Product Operations Director will be responsible for managing all product incidents and provides support related to Network Products. This role is responsible for overseeing the detection, response, and resolution of product-related incidents to minimize customer impact and maintain service quality. This position bridges technical teams, product management, and customer support to ensure timely communication, root cause analysis, and continuous improvement of incident processes. Our primary goal is to restore normal service operation as quickly as possible while minimizing impact on the business.
The scope of the responsibilities extends beyond merely addressing incidents as they arise. It encompasses a proactive approach to incident management, including the identification of potential issues before they escalate into significant problems. This involves analyzing incident trends, implementing preventive measures, and collaborating with various teams to enhance overall service quality. This role will be responsible for pulling data from multiple sources, ensuring data accuracy, performing analysis, and presenting insights through dashboards, reports, or presentations.

Requirements

• Bachelor’s degree in computer science, information systems, data science or related field (or equivalent experience).
• In-depth knowledge of Payments Network, payment processing, and the core system processing applications, such as dual and single message, clearing, etc.
• Proven experience in incident management, product operations, or technical support is preferred.
• Experience with data generation/analysis, monitoring tools, ticketing systems, and root cause analysis techniques.
• Self-starter, quick learner with ability to work independently, and strong collaborator, ability to work cross-functionally
• Ability to thrive in fast-paced environments; flexibility to handle rapidly changing scenarios.
• Ability to work with ambiguity and manage complex projects; successfully manage multiple responsibilities and tasks.
• Strong problem-solving, analytical, and decision-making skills under pressure.
• Superior communication, interpersonal skills, and stakeholder management abilities.
• Strong visual presentation skills, including data visualization and the ability to produce clear, compelling slides

Nice To Haves

• Familiarity with incident management frameworks is a plus.

Responsibilities

• Act as the primary point of contact during product incidents, coordinating cross-functional teams to drive swift resolution.
• Monitor product performance and proactively identify potential issues before they escalate.
• Lead incident triage, prioritization, and escalation according to defined SLAs.
• Maintain accurate and detailed incident records.
• Communicate incident status, impact, and resolution updates to stakeholders.
• Conduct post-incident reviews, document root causes, and recommend preventive measures.
• Collaborate with engineering, QA, and product teams to improve product stability and resilience.
• Develop and refine incident management processes, playbooks, and reporting metrics.
• Automation and AI Integration: Simplifying tasks and processes through programming and AI tools.
• Data visualization by turning results into clear reports, dashboards, and visualizations that make insights easy to understand.
• Communication and collaboration by working closely with different teams to make sure data-driven insights are put into action.
• Identifying and integrating new datasets to enhance product capabilities.

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: Mid Level