Lead Product Manager- Technical

Mastercard•O'fallon, MO

About The Position

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. Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all. The Customer Experience Technology (CX Tech) team is looking for a Lead Product Manager – Technical to drive the evolution of the AgentConnect platform, Mastercard’s strategic agent desktop and case management ecosystem. This role is responsible for shaping and delivering scalable, secure, and reusable platform capabilities that power exceptional agent and customer experiences across global contact center operations. The ideal candidate is passionate about platform product management, deeply curious about customer and agent journeys, technically fluent, and motivated by solving complex problems at scale. You bring an entrepreneurial mindset, strong analytical thinking, and the ability to translate business and operational needs into clear, actionable product direction.

Requirements

Advanced expertise in technical product management for platforms, systems, or large-scale enterprise solutions.
Strong ability to translate complex business, operational, and technical requirements into clear product features and user stories.
Proven experience collaborating with engineering and design teams to deliver end‑to-end product capabilities.
Deep understanding of customer experience, agent workflows, and case or interaction management systems.
Excellent written and verbal communication skills, with the ability to articulate product vision, priorities, and trade‑offs to diverse stakeholders.

Nice To Haves

Experience with contact center technologies, agent desktops, CRM, case management, or workflow orchestration platforms.
Familiarity with cloud-native platforms, APIs, integrations, and data-driven product decisioning.
Strong analytical mindset with the ability to use metrics, KPIs, and insights to guide prioritization and measure success.
A continuous improvement mindset, always looking for opportunities to simplify, scale, and enhance platform value.

Responsibilities

Own the product vision, roadmap, and backlog for AgentConnect platform capabilities, aligning business needs, customer experience outcomes, and technology strategy.
Use Mastercard’s Working Backwards methodology to decompose customer and business problems into well-defined platform features, user stories, and acceptance criteria.
Partner closely with Engineering, Technical Program Managers, UX, Operations, and Business Stakeholders to deliver high‑quality, scalable platform solutions.
Act as the voice of the customer and the agent, ensuring AgentConnect capabilities improve efficiency, consistency, compliance, and overall experience.
Identify capability gaps and charter new platform services that enable reuse, extensibility, and long-term modernization.
Make informed trade‑off decisions by balancing scope, value, risk, and delivery timelines while continuously adjusting priorities based on feedback and outcomes.
Leverage metrics, insights, and runtime performance data as a feedback loop to refine the backlog and drive continuous improvement.

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
In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role.