Manager, Product Operations, Customer Experience

About the role

The Manager, Product Operations, Customer Experience will lead the onboarding experience for Mastercard’s global network product portfolio. Working closely with product, implementation and regional teams, you will ensure new and enhanced payment solutions are delivered smoothly, securely and with a focus on customer satisfaction.

Key responsibilities

• Own the end‑to‑end customer onboarding journey for network products, from pilot to production.
• Coordinate testing, pilot execution, and prototype phases with internal engineering and external partners.
• Develop and deliver clear customer communications, guides and operational documentation.
• Monitor program health, synthesize onboarding status and provide executive‑level updates.
• Scale and mentor a global Product Operations Customer Experience team, fostering accountability and operational excellence.
• Partner with product management to translate market feedback into actionable product improvements.

Required profile

• Proven leader with strong analytical abilities and comfort working in ambiguous environments.
• Excellent collaboration and communication skills across business and technology stakeholders.
• Experience managing complex onboarding or implementation programs in the payments or financial services sector.

Required skills

What we offer

• Opportunity to shape the future of a core global payments network.
• Collaborative, innovative environment with diverse, international teams.