Director, Product Delivery - Onboarding (Purchase)

Title and Summary

Director, Product Delivery – Onboarding

Role Summary

The Director, Product Delivery – Onboarding is a senior delivery leader responsible for executing Mastercard’s end-to-end client onboarding experience within the North America region. Reporting into the Vice President, Product Delivery – Onboarding, this role leads teams focused on transitioning clients from pre-sale through onboarding and into implementation readiness, ensuring a seamless, consistent, and high-quality entry into Mastercard. This role builds on the core responsibilities of a Director, Product Delivery—owning delivery execution, client outcomes, and cross‑functional alignment—while specializing in structured onboarding, early client engagement, and lifecycle continuity. The Director serves as a critical control point between Business Development, Delivery, and Customer Account Management, ensuring clear accountability, strong client relationships, and a foundation for long‑term growth.

Key Responsibilities

• Onboarding Delivery Leadership (Primary Focus)
• Lead teams responsible for the “Welcome to Mastercard” onboarding experience across NAM
• Own onboarding execution from contract signature through implementation readiness
• Ensure all clients receive a consistent, structured onboarding experience, including:
  • Product and services education
  • Client enablement sessions
  • Defined onboarding milestones and success criteria
  • Drive adherence to onboarding standards, timelines, and quality metrics
• Pre‑Conversion & Kickoff Execution
  • Operationalize the formal pre‑conversion kickoff model between FI Business Development (BD) and Delivery
  • Ensure onboarding teams participate in pre‑contract engagement where required
  • Establish clear roles, responsibilities, and delivery scope prior to conversion
  • Validate readiness of onboarding plans at contract signature
  • Act as escalation point for misalignment between deal construct and delivery readiness
• Client Engagement & Relationship Ownership
  • Ensure assignment of a dedicated onboarding lead for each client engagement
  • Oversee onboarding leads as they serve as:
    • Primary client contact during onboarding
    • Owner of early‑stage client relationship and experience
    • Ensure strong client communication, transparency, and trust‑building from day one
  • Partner with CAM and Delivery TAM & Care to ensure smooth transition to ongoing relationship ownership
• Cross‑Functional Delivery Execution
  • Drive coordination across:
    • Product and Services
    • Education and Technology
    • Licensing, Franchise and TRM
    • Customer Implementation Services (CIS) and Product Application Implementation teams
    • Technology Account Management (TAM) and Care (CTS)
    • Sales / BD / CAM
  • Ensure onboarding inputs are aligned with implementation requirements and downstream delivery teams
  • Identify and resolve bottlenecks that impact onboarding timelines or experience
• Product Enablement & Client Education
  • Ensure onboarding teams deliver structured product education aligned to client use cases
  • Partner with Product teams to:
    • Translate product capabilities into client‑relevant messaging
    • Stay current on new products, services, and enhancements
    • Drive consistency in how Mastercard solutions are introduced and positioned during onboarding
• D&S Funding Integration & Value Positioning
  • Ensure onboarding teams demonstrate and position the value of Data & Services (D&S) funding early in the client lifecycle
  • Partner with CAM and Sales teams to:
    • Align onboarding messaging with commercial strategies and funding utilization
    • Ensure D&S funding is embedded into client onboarding plans
    • Reinforce the connection between onboarding activities and long‑term revenue growth opportunities
• Governance, Metrics & Continuous Improvement
  • Track onboarding performance through KPIs, including:
    • Time‑to‑onboard
    • Client satisfaction (early lifecycle)
    • Readiness for implementation
  • Maintain visibility into onboarding risk, escalations, and dependencies
  • Drive continuous improvement across onboarding processes, tools, and frameworks
  • Contribute to scaling repeatable onboarding models and accelerators
• Team Leadership & Capability Building
  • Lead and develop onboarding‑focused Delivery managers and individual contributors
  • Build a team with strong client‑facing, communication, and program execution skills
  • Reinforce a culture of:
    • Accountability
    • Ownership
    • Client‑centric delivery
  • Ensure onboarding capability is a distinct, recognized discipline within Product Delivery

Core Skills & Capabilities (Enhanced for Onboarding Focus)

Client Onboarding & Lifecycle Expertise

• Deep understanding of client lifecycle from pre‑sale through early adoption
• Business acuity to identify extended product and services opportunities, with the acumen to engage and support extension of these products and services
• Ability to design and execute structured onboarding journeys
• Strong grasp of handoffs and ownership transitions (BD → Delivery → CAM)

Client Experience & Relationship Management

• Exceptional ability to build trust quickly with clients in early engagements
• Strong communication and executive presence
• Ability to simplify complex solutions into clear, client‑relevant narratives

Cross‑Functional Orchestration

• Proven ability to coordinate across multiple functions and stakeholders
• Strong alignment skills across Product, Services, Technology, Sales, and Delivery
• Skilled in resolving ambiguity and aligning teams around shared outcomes

Commercial Awareness

• Understanding of how onboarding drives adoption, revenue, and growth
• Familiarity with funding models (e.g., D&S) and their role in client strategy
• Ability to connect onboarding activities to long‑term client value

Execution & Operational Discipline

• Strong program and delivery management capability
• Data‑driven mindset with focus on KPIs and continuous improvement
• Ability to scale processes into repeatable, consistent operating models

Ways of Working (Critical to Success in This Role)

• Structured, Not Ad Hoc
• Drives standardized onboarding frameworks, not one‑off approaches
• Ensures every client follows a consistent onboarding journey
• Proactive, Not Reactive
• Identifies risks before conversion and early in onboarding
• Anticipates client needs and readiness gaps
• Ownership & Accountability First
• Clearly defines who owns what across BD, Delivery, and CAM
• Ensures no ambiguity in client ownership during onboarding
• Client‑Centric Mindset
• Designs onboarding from the client experience perspective, not internal silos
• Focuses on clarity, simplicity, and value in every interaction
• Integrated with Commercial Outcomes
• Treats onboarding as a growth enabler, not just a delivery step
• Embeds funding, adoption, and expansion into onboarding design
• Bridge Builder Across Functions
• Acts as the connector between Sales, Delivery, and Account teams
• Enables seamless transition across lifecycle stages

Experience & Qualifications

• 8–12+ years in Product Delivery, Implementation, or Client Engagement roles
• Demonstrated leadership of delivery or onboarding teams in complex environments
• Experience working with financial institutions, payments, or technology solutions preferred
• Proven ability to manage large‑scale, cross‑functional client engagements

Mastercard is a merit‑based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact View email address on apply.placed-app.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

• 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;
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Pay Ranges

• O'Fallon, Missouri: $136,000 - $224,000 USD
• Purchase, New York: $156,000 - $258,000 USD