Senior Specialist, Customer Engagement – Disputes Migration

About the role

The Disputes Solutions team seeks a Senior Specialist to lead customer engagement for the migration to Mastercard’s next‑generation disputes platform. You will act as the primary liaison between Mastercard, issuers, acquirers, processors and implementation partners, ensuring a smooth migration journey.

Key responsibilities

• Partner with customers to assess business processes, technical requirements and migration readiness.
• Develop and manage migration projects, defining timelines, milestones, risks and success criteria.
• Create customer‑facing collateral such as implementation guides, playbooks, FAQs and training materials.
• Coordinate with Product, Technology, Operations and regional teams to deliver successful migrations.
• Lead workshops, onboarding sessions and testing reviews, tracking progress across multiple customers.
• Capture feedback and communicate insights to Product and Commercialization teams to drive platform enhancements.

Required profile

• Strong passion for understanding customer needs and delivering exceptional experiences.
• Proven project and program management skills, handling multiple engagements simultaneously.
• Advanced stakeholder management experience with senior and executive audiences.
• Excellent organization, prioritization and problem‑solving abilities in a fast‑paced environment.