Director, Disputes Product & Customer Strategy

Mastercard; Toronto; On-site; CAD 100,000 - 150,000; Full time

Job summary

A leading global payment technology company in Toronto seeks a Director of Disputes Product & Customer Strategy to drive product innovation and customer engagement. In this role, you will build vital relationships across various teams and utilize data to enhance customer satisfaction and revenue growth. The ideal candidate will have extensive experience in customer-facing roles, strong analytical skills, and a solid understanding of payment products. Join us to play a crucial role in our customer retention and growth strategy.

Qualifications

• Experience in customer facing role driving business objectives.
• Proven experience working with customer facing roles at C suite level.
• Strong ability to self-start and lead.
• Expert in creating executive presentations.

Responsibilities

• Build relationships across Product, Regions, and Customer teams.
• Define product usage metrics and derive insightful recommendations.
• Measure and monitor product performance and raise risks.
• Support executive and customer updates.

Skills

Customer relationship management

Business analysis

Data analytics

Product management

Communication skills

Tools

Tableau

Excel

Job description

Overview

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Director, Disputes Product & Customer Strategy

The Services team and solutions fuel growth for partners globally by providing cutting edge services in the areas of Customer Acquisition and Engagement, Security Solutions, Business and Market Insights, and Open Banking. Focused on thinking big and scaling fast, our team is responsible to deliver end-to-end solutions for a diverse global customer base including banks, retailers, airlines, hotels, tourism agencies, public sector entities, restaurants, consumer goods

and telecom companies.

The Disputes Lifecycle Global Product team within Security Solutions Organization is looking for a Director of Product & Customer Operations to drive our Disputes and Chargebacks product strategy forward by consistently innovating and problem-solving. The ideal candidate will be an experienced customer facing senior leader who is passionate about the customer experience, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset. This role will play a critical role in supporting customer retention and growth strategy by looking across customer’s data, market trends, core payment trends, and behavior changes to then make data-led recommendations for product enhancements.

Key Responsibilities

• Build relationships across Product, Regions, Customer, and other Mastercard cross functional teams supporting Customers, such as Account Management, Customer Services, etc.
• Define product usage metrics for the customer and derive insights by incorporating customer/consumer/market trends.
• Define data-driven recommendations to drive customer satisfaction and revenue growth.
• Engage with customer, account management, and internal/external stakeholder to implement recommendations.
• Define customer usage metrics and work with Product teams to drive enhancements.
• Assess market/customer opportunities incorporating accurate representations of future revenues.
• Measure and monitor product performance and raise risks.
• Support executive updates, customer updates, and keep stakeholders abreast of progress as well as raise risks.

All About You

• Experience in customer facing role driving business objectives
• Proven experience working with customer facing roles, building and managing strong relationships operating at C suite level.
• Experience working at or consulting for Financial Institutions is a plus
• Product Management/Technology/Data experience with an ability to interpret market changes on usage.
• Preferred experience in Payments, Disputes, Fraud, and Chargeback products.
• Leverages market analysis, business analysis, data insights/analytics to inform customer engagement and customer success strategy.
• Expert in creating executive presentations, excel pivots, etc. Experience with dashboard tools such as tableau, domo, etc a plus.
• Able to build relationships and delivering results with global, multi-cultural and remote project teams.
• Strong communication skills, able to articulate and where necessary simplify details.
• Comfortable presenting to all levels and maintaining good documentation for executive oversight.
• -Strong ability to self-start and lead.

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 [e-mail] 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.