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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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

Director, Product Management (Customer Success and Optimization)

Business Unit Overview

As Mastercard seeks to define a world beyond cash, we are pursuing payments across all technologies, verticals and use cases. One of the largest identified opportunities for Mastercard is revolutionizing consumer bill pay in the US. The US Bill Pay team is bringing new solutions to this ecosystem by combining Mastercard’s leading card and merchant networks with our bill pay assets. The Director will be part of the US Bill Pay team.

Role

The Director, Product Management (Customer Success and Optimization) will be responsible for customer success and optimization for Mastercard’s RPPS bill payment network. Responsibilities include:

• Lead QBRs with key RPPS partners (originators, receivers and sponsor banks). The purpose will be to ensure partners are maximizing their usage of RPPS – going beyond basic reporting to discuss actionable data and operational insights with partners.

• Develop strong relationships with key people at our partners and have regular discussions to help them optimize usage of the network. Gather customer feedback about how Mastercard can enhance the network and share that with internal partners.

• Identify new opportunities to use data to optimize the network, and work with data science/analytics team members to make them a reality. This may include reports to be sent to customers or analytics dashboards to monitor network activity.

• Support the Bill Pay business development team by acting as the RPPS subject matter expert.

• Work in partnership with Mastercard account management teams to bring new sponsor banks into the network.

• Collaborate with cross-functional stakeholders: account management, product development, business operations, engineering, finance, marketing.

About You

• Experience in an external-facing role, such as sales, business development, account management or customer success.

• Ability to flex between 1) strategic conversations with executives and 2) technical/operational discussions with daily contacts.

• Comfortable leading large group discussions.

• Customer-oriented mindset.

• Results-driver, with flexible demeanor and willingness to pivot.

• Strong analytical mindset with the ability to extract learnings and identify key insights.

• Naturally curious and willing to ask lots of questions.

• Creative problem solver, able to influence others.

• Excellent organizational and time-management skills with attention to detail and follow-through.

• Ability to react with appropriate levels of urgency to situations that require quick response or turnaround.

• Exceptional written and verbal communication skills.

• Strong team focus and ability to collaborate with team members and business partners.

• Comfort with creating structure in ambiguous circumstances.

• Strong sense of humor and willingness to have fun!

Mastercard is an 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. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.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

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 based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. 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 new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 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, gender-inclusive benefits and many more.

Pay Ranges

Purchase, New York: $148,000 - $237,000 USD

New York City, New York: $155,000 - $247,000 USD