Director, Product Development

Director, Product Development

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart, and accessible. Our technology and innovation, partnerships, and networks combine to deliver a unique set of products and services that help people, businesses, and governments realize their greatest potential.

About the Team

We are the team that transforms bold ideas into powerful solutions. The Dispute Lifecycle Product Development Team is on a mission to revolutionize the post-purchase experience for Mastercard customers worldwide. We design and deliver intelligent, frictionless tools that reduce disputes, combat fraud, and elevate trust and transparency across every transaction. Our work sits at the intersection of innovation and impact. From reimagining dispute resolution to proactively safeguarding the payment ecosystem, we are shaping the future of secure commerce. If you thrive on solving complex problems, influencing strategy, and driving meaningful change—this is where your leadership will make a global difference.

The Opportunity

As Director of Dispute Lifecycle Product Development, you will:

• Set Strategic Direction: Define and lead the vision for Mastercard's Dispute Lifecycle program, ensuring alignment with enterprise priorities and customer needs.
• Drive Innovation: Oversee the design and delivery of next-generation dispute resolution solutions, leveraging advanced analytics, business process modeling, and emerging technologies.
• Own Backlog and Prioritization: Establish and maintain a transparent, data-driven backlog for dispute lifecycle initiatives. Partner with stakeholders to prioritize features and enhancements based on business value, customer impact, and regulatory requirements.
• Lead High-Impact Initiatives: Partner with engineering and cross-functional teams to deliver core features through agile methodologies, applying critical thinking and cost-benefit analysis to guide decisions.
• Influence Across the Organization: Collaborate with product areas (e.g., Commercial Product, Send, Payment Networks, DRM) to integrate dispute lifecycle capabilities into broader product strategies.
• Champion Customer-Centricity: Ensure solutions enhance trust, transparency, and efficiency across the payment ecosystem.

The Role

Shape Data-Informed Strategy: Use insights and visualization tools to identify trends, optimize workflows, and inform product roadmaps.
Own Business Case Development: Build and present business cases with financial and risk assessments, ensuring clarity and stakeholder alignment.
Drive Backlog Governance: Implement prioritization frameworks (e.g., WSJF, cost-benefit analysis) to ensure the roadmap reflects strategic goals and delivers measurable outcomes.
Optimize Global Workflows: Drive efficiency and scalability across dispute lifecycle processes, balancing regulatory, regional, and global requirements.
Lead Communication and Governance: Represent the program in executive forums, manage stakeholder expectations, and foster trust across technical and business teams.

Proven track record in leading product development teams and delivering complex solutions using Agile/SAFe methodologies. Expertise in backlog management, prioritization frameworks, and roadmap planning for large-scale programs. Advanced skills in data-driven decision-making, business process modeling, and cost-benefit analysis. Exceptional ability to influence and communicate across technical and business audiences, with strong stakeholder management skills. Strategic thinker with a passion for innovation, collaboration, and operational excellence. Self-motivated, empathetic leader who thrives in dynamic environments and inspires teams to achieve ambitious goals.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard's security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 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; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.