Director, Product Management - CRM Platform

Director, Product Management - CRM Platform

Job Overview
We are seeking a strategic and execution-oriented Director of Product Management to lead the vision, roadmap, and delivery of core CRM platforms that power global customer support operations.
This role owns the end-to-end product strategy for CRM capabilities across the Salesforce ecosystem and contact center technology stack, driving scalable, compliant, and insight-driven support experiences. The Director will play a critical leadership role in modernizing support platforms, enabling agent productivity, and integrating AI-driven capabilities across voice, chat, and digital channels.
The ideal candidate brings deep expertise in CRM platforms, contact center technologies, and Salesforce Service Cloud, with a strong understanding of customer support operations, case management, and enterprise service delivery.

• Define and drive the product vision, strategy, and roadmap.


• Align platform investments to business outcomes including case volume reduction, agent productivity, FCR improvement, and cost efficiency.

• Drive evolution of CRM platforms across Salesforce Service Cloud, IVR, Telecom integrations, and omnichannel support systems.


• Ensure seamless integration across voice, chat, digital, and self-service channels, including AI-enabled workflows and automation.

• Translate support operations needs (case management, routing, knowledge, automation) into scalable product capabilities.


• Partner with Care, Operations, and Delivery teams to enable consistent, high-quality customer experiences globally.

• Lead platform design and enhancements within the Salesforce ecosystem, including Service Cloud, data models, workflows, and integrations.


• Ensure alignment with enterprise architecture, security, and compliance requirements.

• Own the full product lifecycle: discovery, prioritization, development, release, and optimization.


• Partner closely with Engineering, Architecture, and UX to deliver high-quality, scalable solutions.

• Define and track KPIs across CRM platforms (e.g., case handling time, deflection, agent efficiency, CSAT).


• Leverage analytics and operational insights to prioritize roadmap and continuously improve outcomes.

• Engage senior stakeholders across Product, Technology, Care, and Risk to ensure alignment on priorities, trade-offs, and outcomes.

• Lead and mentor a team of product managers, driving clear ownership models, accountability, and high performance.


• Foster a culture of customer-centricity, data-driven decisioning, and operational excellence.

• 15+ years of product management experience, with 7+ years in leadership roles


• Deep experience with CRM platforms, including Salesforce Service Cloud


• Hands-on experience with contact center technologies (IVR, Telecom, routing, agent desktop, case management)


• Strong understanding of customer support operations and service delivery models


• Proven track record delivering enterprise-scale CRM or support platforms


• Experience working within the Salesforce ecosystem (Service Cloud, integrations, workflows, data models)


• Expertise in Agile delivery, backlog management, and cross-functional execution


• Strong executive presence with ability to influence across Product, Engineering, Operations, and Risk teams

• Experience with AI/automation in support environments (agent assist, self-service, case deflection)


• Strong understanding of omnichannel support architectures (voice, chat, digital, mobile)


• Data-driven mindset with experience in analytics-driven product decisions


• Ability to operate in complex, global, and regulated environments


• Exceptional communication, prioritization, and stakeholder management skills

• Requires collaboration across globally distributed teams and time zones

• Lead transformation of core CRM platforms powering global customer support


• Drive measurable impact on customer experience, operational efficiency, and scalability


• Partner with senior leadership on AI, automation, and platform modernization initiatives

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.