Senior Specialist, Product Management

Mastercard; Lusk; On-site; EUR 90,000 - 120,000; Full time

Job summary

Mastercard is seeking a Senior Specialist in Product Management to provide Tier 1/2 support for Monday.com and Aha!, ensuring smooth onboarding, issue resolution, and customer engagement across our enterprise tools ecosystem. You will coordinate with engineering, product, and vendor teams to optimize integrations and drive adoption.

The role focuses on configuring and maintaining boards, templates, and automations while delivering regular demos and training to customers.

Qualifications

• 5+ years in technical product or program management, ideally with enterprise software or agile work management.
• Strong communication and stakeholder management across global teams.
• Experience administering complex SaaS platforms (Monday.com, Aha!, Jira).

Responsibilities

• Be the primary contact for Monday.com and Aha! support, handling tickets and vendor coordination.
• Onboard customers to Monday.com and Aha!, validate licenses, configure workspaces and provision users.
• Configure boards, templates, dashboards, and automation at workspace and enterprise levels.
• Lead demos and office hours to train users and share best practices on configuration and rollout.
• Collaborate with engineering and product teams to troubleshoot integrations and drive enhancements.
• Support change management activities, API changes, and production-impacting updates.
• Monitor platform activity to ensure data quality and resiliency.
• Develop dashboards and documentation in Confluence and DOMO for reporting.
• continuously improve training resources to guide enterprise users.

Skills

Technical product management

Stakeholder management

Communication skills

Agile experience

Enterprise software

Tools

Monday.com

Aha!

Jira/Atlassian

Job description

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

Senior Specialist, Product Management

Overview

This role provides Tier 1 and Tier 2 product support across Monday.com and Aha! users across Mastercard, ensuring seamless onboarding, issue resolution, customer engagement, and vendor coordination. You will work closely with engineering, product, vendor teams, and customers to maintain operational excellence, rollout tool enhancements and drive adoption of Monday.com and integrated tools across the Agile Work Management Tools ecosystem.

Role

• Serve as the primary contact for Monday.com and Aha! support, handling Remedy tickets, onboarding queries, user escalations and vendor management.
• Facilitate onboarding of customers to Monday.com and Aha!, including license validation, workspace set up & configuration, user training and user provisioning.
• Configure and optimize boards, templates, dashboards, and workflow automations at workspace & enterprise level.
• Conduct regular demos and office hours to troubleshoot, train and guide users on best practices for workspace configuration, automation, and new feature rollout.
• Partner with engineering and product teams to troubleshoot integration issues, tool enhancements and other customer / vendor queries.
• Support CRQ planning and execution as needed for tool configuration updates, API changes, and any other production impacted change request.
• Monitor day-to-day platform activity to ensure data quality and platform resiliency is maintained.
• Build and manage reporting / documentation through dashboards, DOMO, Confluence and other enterprise reporting tools.
• Develop and continuously improve Confluence page and training resources to guide enterprise on best practices and provide key tool updates.

Qualifications

• 5+ years in technical product or program management, preferably in enterprise software or agile work management environments.
• Excellent communication and stakeholder management, both internal and external, across global teams.
• Deep understanding and/or background of managing platform tools across an enterprise. Experience with Monday.com, Aha! and Jira Cloud / Atlassian ecosystem, a plus.
• Experience as a Monday.com or Aha! Sys Admin (or similar SaaS tool) a plus.

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.