- 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 Solutions Product team is growing and seeking two Director, Product Operations leaders to support Mastercard’s next generation disputes modernization strategy

- These highly visible roles will help drive customer adoption of Mastercard’s modern disputes capabilities, including API and user interface-based solutions, while enabling customers to transition successfully from legacy dispute management platforms

- While both roles focus on customer migration, transformation, and adoption, they offer distinct opportunities:

- Customer Migration Lead: Partner directly with issuers, acquirers, processors, fintechs, and other customers to lead complex migration programs, provide operational consulting, and drive successful implementation outcomes

- Migration Strategy & Operations Lead: Build and operationalize Mastercard’s global migration framework, create scalable processes and playbooks, enable internal teams, and establish governance models that support customer migrations across markets and regions

- Both positions require strong program leadership, customer-centric thinking, cross-functional influence, and the ability to navigate complex stakeholder environments while delivering measurable business outcomes

- Drive customer migration initiatives supporting Mastercard’s disputes modernization strategy

- Develop migration approaches, readiness criteria, governance models, success metrics, and implementation plans

- Build migration roadmaps aligned to customer objectives, operational requirements, and business priorities

- Monitor progress, risks, dependencies, and adoption outcomes to ensure successful delivery

- Drive end-to-end migration activities from planning and assessment through implementation, onboarding, adoption, and optimization

- Build robust relationships with customers and internal stakeholders, serving as a trusted advisor throughout the transformation journey

- Lead discovery sessions, workshops, and operational assessments to understand current-state environments and future-state requirements





- Provide guidance on operational transformation, change management, implementation best practices, and customer readiness

- Represent customer and operational needs across Product, Engineering, Customer Delivery, Account Management, Customer Success, Sales, and Regional teams

- Align cross-functional stakeholders around priorities, timelines, risks, and customer outcomes

- Design and operationalize scalable migration methodologies, frameworks, and engagement models

- Create playbooks, implementation guides, readiness assessments, training materials, communication templates, and best practices

- Establish repeatable processes that accelerate customer adoption while minimizing implementation risk

- Develop operating models that improve efficiency, consistency, and customer experience globally.

Assess Business Impact & Adoption Success

- Evaluate operational impacts, technology requirements, organizational readiness, and process implications

- Develop business cases, ROI analyses, and value realization frameworks that demonstrate customer benefits

- Define KPIs and operational metrics related to migration readiness, adoption, customer satisfaction, and business outcomes

- Drive continuous improvement through lessons learned, performance measurement, and ongoing optimization.

Govern Complex Programs

- Manage multiple workstreams, dependencies, resources, milestones, and risks across large-scale initiatives

- Provide executive reporting and steering committee updates

- Proactively identify and mitigate issues that could impact customer success or program delivery

- Ensure migration activities remain aligned with customer objectives, business priorities, and strategic outcomes

- Success in this role will be measured by:

- Successful customer migration execution and adoption outcomes

- Customer satisfaction and migration experience

- Time-to-value and realization of expected customer benefits





- Operational efficiency and scalability of migration programs

- Reduction of migration effort through standardized frameworks, tools, and playbooks

- Effectiveness of internal enablement and readiness programs

- Cross-functional stakeholder alignment and satisfaction

- Growth in adoption of Mastercard’s modern disputes solutions

- Delivery of business outcomes associated with disputes platform modernization

- You will play a critical role in helping Mastercard customers modernize dispute management operations and unlock the value of next-generation disputes capabilities. Your work will directly influence customer success, product adoption, operational excellence, and the long-term growth of Mastercard’s disputes solutions portfolio- Bachelor’s degree required; advanced degree preferred

- Experience assessing business processes, operational workflows, organizational readiness, and change management requirements

- Strong analytical, problem-solving, and decision-making capabilities with a data-driven approach

- Strong customer-facing and stakeholder management experience, including executive-level engagement

- Strong background in Product Operations, Program Management, Product Management, Customer Success, Consulting, Professional Services, or related disciplines

- Ability to simplify complex technical concepts for both business and technical audiences

- Experience developing scalable processes, operating models, frameworks, and playbooks

- Ability to translate business requirements into operational and technology implementation plans

- Passion for customer success, operational excellence, and delivering measurable business outcomes

- Experience working with APIs, SaaS platforms, enterprise software, or highly technical products and solutions

- Proven ability to influence and lead cross-functional teams without direct authority

- Demonstrated experience leading large-scale customer migrations, platform transformations, enterprise software implementations, or business transformation programs

- Exceptional communication, facilitation, presentation, and relationship-building skills

- Experience within payments, disputes, fraud, risk management, fintech, or financial services is preferred

- Proven success operating within highly matrixed, global organizations

📌 Director of Product Operations (Disputes Modernization & Customer Migration) (Toronto)
🏢 Mastercard
📍 Toronto