Director, Product Operations & Customer Migration – Disputes

About the role

Mastercard is seeking a Director of Product Operations & Customer Migration for its Disputes Management team. The role will lead the global strategy and execution of migrating customers from legacy disputes platforms to modern API‑driven and user‑interface solutions, ensuring a seamless, scalable, and customer‑centric transition.

Key responsibilities

• Design and drive a global migration framework, including readiness criteria, customer segmentation, success metrics, and governance models.
• Collaborate with Product Management, regional teams, sales, and customer success to create aligned migration roadmaps.
• Monitor migration progress, manage risks and dependencies, and report adoption outcomes across markets.
• Develop reusable migration assets such as playbooks, implementation guides, project plans, readiness assessments, communication templates, and training materials.
• Establish standard operating procedures and scalable operating models for account, implementation, and support teams worldwide.
• Act as the central coordination point across product, delivery, account management, and regional organizations to ensure consistent execution.

Required profile

• Proven experience in product operations, large‑scale program management, and customer migration initiatives.
• Strong ability to work in highly matrixed, global environments and drive cross‑functional collaboration.
• Track record of delivering process excellence and transformation projects.
• Excellent communication and stakeholder management skills.

Required skills

• API integration