Senior Specialist, Customer Engagement & Disputes Migration

Mastercard; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Mastercard seeks a Senior Specialist, Customer Engagement to drive customer readiness and adoption during migration to Mastercard's next-generation disputes platform. You will serve as the primary liaison among Mastercard, customers, and implementation partners, translating requirements into actionable plans and collateral.

You will collaborate with issuers, acquirers, processors, and third-party partners to shape implementation plans, lead workshops, and track progress across a broad customer

Qualifications

• Experience coordinating with issuers, acquirers, processors, and third-party partners.
• Ability to translate complex business concepts into customer-friendly communications.
• Strong project and program management skills with multiple engagements.

Responsibilities

• Lead migration projects for assigned customer portfolios with timelines and milestones.
• Create customer-facing collateral (guides, playbooks, FAQs, trainings, exec presentations).
• Coordinate with Product, Technology, Operations, Regional Teams, and Account Management to ensure delivery.
• Drive customer adoption activities: workshops, onboarding, testing readiness, stakeholder meetings.
• Capture feedback and communicate insights to Product and Commercialization teams.

Skills

Customer engagement

Stakeholder management

Project management

Communication

Technical requirements understanding

Job description

Mastercard seeks a Senior Specialist, Customer Engagement to drive customer readiness and adoption during migration to Mastercard's next-generation disputes platform. You will serve as the primary liaison among Mastercard, customers, and implementation partners, translating requirements into actionable plans and collateral.

You will collaborate with issuers, acquirers, processors, and third-party partners to shape implementation plans, lead workshops, and track progress across a broad customer