Manager, Product Operations & Customer Success
About The Position
Mastercard Move powers fast, secure, and seamless money movement across the globe. The platform supports use cases including person-to-person transfers, business payments, disbursements, remittances, account-to-account transfers, and merchant payments. The Product Operations and Customer Success team helps customers successfully onboard, launch, and operate Mastercard Move solutions while ensuring alignment with Mastercard’s operational, compliance, risk, and processing requirements. The Manager, Product Operations & Customer Success will support the operational needs of both prospective and existing Mastercard Send customers, serving as a key liaison between customers and internal stakeholders. This role collaborates closely with acquirers, processors, resellers, issuers, and cross-functional partners across Mastercard Send, Core Processing, Franchise, Legal, Compliance, AML, Risk, Account Management and regional teams to ensure successful customer onboarding and ongoing operations. The individual is responsible for identifying operational challenges, driving process efficiencies, and delivering scalable solutions that support customers throughout testing, implementation, and production. The Manager will coordinate customer requests, maintain accurate records, communicate requirements, and identify opportunities to improve the customer experience. This is a customer-facing role that requires strong judgment, attention to detail, cross-functional coordination, and the ability to manage multiple requests at the same time.
Requirements
- Relevant experience in product operations, customer onboarding, implementation management, customer success, payment operations, compliance operations, or a related field.
- Experience managing customer or partner relationships and coordinating work across multiple internal stakeholders.
- Familiarity with money movement, push payments, disbursements, remittances, card-network operations, or related payment technologies is preferred.
- Knowledge of Mastercard Send, MoneySend, Visa Original Credit Transaction capabilities, or other push-payment platforms is an asset.
- Comfortable being the voice of the customer including collecting feedback, represent customer needs, influence internal decisions, and drive meaningful improvements.
- Strong analytical skills and attention to detail, with the ability to review customer submissions, identify missing or inconsistent information, and document decisions accurately.
- Strong written and verbal communication skills, including the ability to explain requirements clearly to customer and internal audiences.
- Strong organizational and project-management skills, with the ability to manage multiple customer requests and priorities concurrently.
- Proficiency with spreadsheets, presentations, and reporting or workflow tools.
- Experience working with databases, dashboards, or operational tracking systems is preferred.
- Ability to work effectively in a regulated, cross-functional environment involving Product, Compliance, Legal, Risk, Operations, and regional teams.
Responsibilities
- Serve as an operational point of contact for acquirers and resellers, helping them understand submission requirements and progress customer programs through the review and enablement process.
- Facilitate customer enrollment initiatives by coordinating cross-functional activities, removing operational roadblocks, and ensuring a seamless onboarding experience.
- Review proposed customer programs and consult with internal stakeholders to confirm alignment with approved use cases, processing rules, and onboarding requirements.
- Partner with regional and global Product teams and relevant Compliance, Legal, Risk, Franchise, and operational stakeholders to resolve questions and support well-informed approval decisions.
- Coordinate the operational review and enablement of new or expanded customer programs with customers and internal implementation partners.
- Ensure customer-facing publications are clear, accurate, and easy to understand by identifying and addressing ambiguous or missing content that may lead to customer confusion.
- Monitor request progress, communicate status and risks, and escalate issues that could delay customer enablement.
- Communicate incidents and provide impact assessments and status updates to key customers, stakeholders, and internal partners.
- Manage and coordinate customer operational issues across cross-functional teams, including Mastercard Send, Core Processing, Franchise, Legal, Compliance, AML, Account Management, and Regional Product organizations.
- Identify recurring operational issues, bottlenecks, and opportunities to improve the customer experience.
- Lead and support broader Product Operations and Customer Success initiatives.
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
