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Manager, Product Development, MDES



Posted on Friday, May 24, 2024

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Manager, Product Development, MDES Overview

Do you want to be part of a cool, dynamic and collaborative team delivering innovation and improving customer experience for digital products for Mastercard? Are you ready to work push the boundaries of what's possible in the digital, mobile and e-commerce space? As part of the products team, you will play a role in Mastercard’s mission to tokenize every transaction, through the management and implementation of new programs that scale and enrich our tokenization, cryptography and dynamic data offerings.

Mastercard’s digital payments strategy is accelerating the transition from card payments to digital payments, using mobile phones and other devices to support issuers, merchants, and wallet providers. Consumers are expanding their range of digital activity across channels/devices every day, and you can be a key contributor in driving this evolution.

We are looking for an experienced, technically minded Product Manager / Expert to join our Mastercard Digital Enablement Services (MDES) team and take responsibility for the product and operational service improvement initiatives. The ideal candidate would exhibit an in-depth understanding of technical product design, development, and operational support processes (software and managed services). He/she should have passion for solving problems and driving continuous improvement. Must have advance programming knowledge / ability to read and understand code (Phyton, Java, C++, XML, JSON, etc.). The role requires strong team-working skills and ability to operate across geographical and time zones.


The Product Manager / Expert (PM) lead will be responsible for driving product and operational excellence and improving customer experience within the MDES Issuer Enablement and Customer Onboarding domains. This includes B2B customer onboarding, automation and self-service applications and connected downstream systems.

This role will work in close collaboration with the BizOps and Engineering teams to ensure that any issue or defect impacting customer experience and product quality is identified, investigated and resolved, resulting in fewer L1/L2/L3 support tickets, higher customer satisfaction, and lower operational, servicing, and opportunity costs to business. This role will also be responsible for monitoring and optimizing BizOps and Engineering support processes, providing training to support teams, handling complex issues, investigations, route-cause analysis, and taking the load of ad-hock support requests from Product owners.

Duties include but are not limited to:

• Plan, scope and lead the implementation of product and operational service improvement initiatives to drive continuous improvement of the product quality and customer experience
• Conduct analysis of support requests, escalations and system reports to identify and investigate recurring issues and define improvement strategy and recommendations
• Perform technical analysis of product, underlying technology and connected downstream systems to identify the root cause of issues, define improvement recommendations, and to ensure that business and functional requirements can be met
• Lead cross-functional initiatives and manage the improvement plans/projects end-to-end
• Define and own the roadmap for product quality and operational improvement features
• Contribute to the broader product strategies, plans, and product modernization roadmaps
• Manage defect resolution process and support timely resolution of errors, and escalations
• Handle complex issues, investigations, route-cause analysis, and support resolution of complex customer support requests and TRT escalations
• Partner with key stakeholders across the organization, including product owners, solution designers, customer support teams, developers to develop and deliver product enhancements and operational process improvements
• Operate across geographical and time zones
• Monitor, develop and optimize L1/L2/L3 operational and engineering support processes
• Manage, monitor and improve defect resolution process and support timely resolution of defects, errors, and escalations
• Work with testing teams to develop and execute complex test plans and ensure product readiness
• Manage release planning, prioritization, capacity management, work allocation to engineering teams
• Assess, prioritize and manage multiple requests, priority calls and escalations
• Ensure compliance with the company policies, processes, and governance
• Track, manage and escalate if required risks and dependencies
• Prepare support materials and product documentation
• Deliver regular training and updates to support teams
• Provide guidance and knowledge transfer to other team members

Role requirements

• Technical product management experience in B2B applications and services
• Strong technical knowledge and readiness to learn/navigate your way through complexity
• Capability to operate efficiently in fast-paced matrix environments under time pressure
• Demonstration of Agile concepts and implementation approaches
• High-energy, detail-oriented, proactive and resourceful problem solver
• High degree of initiative and self-motivation with a willingness and ability to learn and take on challenging opportunities and function independently with little supervision
• Strong communication skills, both verbal and written, with strong relationship, collaborative and organization and management skills
• Ability to work with cross-functional, geographically distributed teams and vendors
• Bachelor’s degree in Information Technology, Computer Science, or Management Information Systems or equivalent combination of relevant experience and education
• 5+ years professional experience with demonstrable track record
• Must have advance programming knowledge / ability to read and understand code (Phyton, Java, C++, XML, JSON, etc.)
• Skilled in using Confluence, Jira, AHA, Domo, or similar tools

All about You

• You are an analytical problem solver with high-energy, detail-oriented, and proactive with the ability to function in an independent environment
• You have strong organizational, planning and execution skills and ‘can-do’ and ‘will-do’ attitude
• Technical expert experienced in delivering, managing or supporting successful software applications
• Understand technologies supporting the platform/product and able to hold your own in debates with other Product Managers, Engineers, Architectures and Developers
• Have good verbal and written communication skills, proficient in operating in cross-functional teams, with the ability to communicate with all levels of management
• Experienced in building organizational relationships, partnering with and influencing teams while commanding the respect of the individuals on the team
• Have strong level of programming knowledge and ability to read and understand code (Phyton, Java, C++, XML, JSON, etc.)
• Experience with some of the following: software design, development, testing, software quality improvement, L2/L3 support would be a big plus
• Skilled in operating in complex matrix structures and working in fast paced environments with different teams, across different time zones, and delivering multiple projects to deadlines

We understand that you may not have all the criteria on this list. If you believe you have relevant experience and the capability to fulfil this role, we strongly encourage you to apply.

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.