Director, Product Operations & Customer Engagement, Disputes

Director, Product Operations & Customer Engagement, Disputes

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.

• Serve as the primary customer-facing lead for strategic migrations from legacy disputes solutions to Mastercard's next generation API-based platform.


• Develop migration strategies tailored to each customer's business objectives, operational environment, technology landscape, and implementation readiness.


• Create migration roadmaps, governance structures, success criteria, and deployment plans to ensure predictable and scalable execution.


• Drive end-to-end migration programs from assessment through implementation, onboarding, adoption, and optimization.

• Build strong executive and operational relationships with customers and become a trusted partner throughout their modernization journey.


• Understand customer dispute operations, workflows, organizational structures, and current-state processes.


• Facilitate discovery sessions and workshops to identify customer needs, risks, dependencies, and opportunities for optimization.


• Provide consultative guidance on best practices, change management, and operational transformation.

• Conduct current-state and future-state operational assessments.


• Evaluate process impacts, resource implications, technology requirements, and organizational readiness.


• Develop business cases and ROI analyses that articulate expected customer benefits, efficiencies, and measurable outcomes.


• Define migration success metrics and adoption goals with customer stakeholders.

• Partner closely with Advisors Consulting, Deploy, Product Management, Technology, Account Management, Customer Success, and Regional teams to ensure successful customer outcomes.


• Coordinate internal and external stakeholders across multiple workstreams, managing dependencies, risks, and escalation paths.


• Represent customer requirements and migration needs to product and engineering teams.


• Ensure customer feedback is incorporated into product enhancements and migration playbooks.

• Develop scalable migration methodologies, implementation frameworks, readiness assessments, and customer engagement models.


• Create customer-facing documentation, best practices, implementation guides, and operational playbooks.


• Establish repeatable processes that accelerate customer adoption while reducing implementation risk.


• Measure migration performance through KPIs and continuously improve operational effectiveness.

• Track migration progress, milestones, risks, and resource requirements.


• Provide executive-level reporting and executive steering committee updates.


• Identify and proactively mitigate implementation risks that could impact customer success.


• Ensure projects remain aligned to customer objectives, timelines, and expected business value.

• Demonstrated experience leading large-scale customer implementations, platform migrations, digital transformations, or enterprise software deployments.


• Experience working directly with customers in a consultative, client-facing leadership role.


• Strong program management and project execution experience with complex, cross-functional initiatives.


• Knowledge of API-enabled products, SaaS platforms, enterprise software, or highly technical customer solutions.


• Proven ability to translate business requirements into operational and technology implementation plans.


• Experience performing business process assessments, operational redesign, and change management initiatives.


• Strong analytical and financial acumen with experience developing business cases, ROI models, and value realization frameworks.


• Ability to navigate ambiguity, influence without authority, and drive alignment across diverse stakeholder groups.


• Exceptional communication, presentation, facilitation, and executive stakeholder management skills.


• Experience collaborating across Product, Engineering, Professional Services, Consulting, Customer - Delivery, and Account Management organizations.


• Ability to simplify complex technical concepts for both business and technical audiences.


• Strong problem-solving skills and a data-driven decision-making approach.


• Passion for customer success, operational excellence, and delivering measurable business outcomes.


• Bachelor's degree required; advanced degree preferred.

• Successful customer migration execution and adoption outcomes


• Time-to-value and customer realization of expected benefits


• Customer satisfaction and stakeholder engagement


• Migration program predictability and delivery performance


• Operational readiness and process optimization improvements


• Growth in adoption of Mastercard disputes API solutions

• You will play a critical role in helping Mastercard's customers modernize their dispute management operations and unlock the value of next-generation API capabilities. Your work will directly influence customer success, product adoption, and the long-term growth of Mastercard's disputes solutions portfolio.

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 Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.

Toronto, Canada: $138,000 - $221,000 CAD