Director, Product Management - CRM Platform

Mastercard; Pune District; On-site; INR 4,500,000 - 7,500,000; Full time

Job summary

Mastercard in India seeks a Director of Product Management to lead the vision, roadmap, and delivery of core CRM platforms that power global customer support operations. You will own end‑to‑end strategy for CRM within the Salesforce Service Cloud and omnichannel stack.

The role requires deep CRM and contact center expertise, with leadership across global teams to modernize platforms, enable agent productivity, and implement AI‑driven workflows across voice, chat, and digital channels.

Qualifications

• 15+ years of product management experience, with 7+ years in leadership roles.
• Deep experience with CRM platforms, including Salesforce Service Cloud.
• Hands-on experience with contact center technologies (IVR, telecom, routing, agent desktop, case management).
• Strong understanding of customer support operations and service delivery models.
• Proven track record delivering enterprise-scale CRM or support platforms.
• Experience working within the Salesforce ecosystem (Service Cloud, integrations, workflows, data models).
• Expertise in Agile delivery, backlog management, and cross-functional execution.
• Strong executive presence with ability to influence across Product, Engineering, Operations, and Risk teams.

Responsibilities

• Define and drive the product vision, strategy, and roadmap.
• Align platform investments to business outcomes including case volume reduction, agent productivity, FCR improvement, and cost efficiency.
• Drive evolution of CRM platforms across Salesforce Service Cloud, IVR, Telecom integrations, and omnichannel support systems.
• Ensure seamless integration across voice, chat, digital, and self-service channels, including AI-enabled workflows and automation.
• Translate support operations needs into scalable product capabilities; partner with Care, Operations, and Delivery teams.
• Lead platform design and enhancements within the Salesforce ecosystem, including Service Cloud, data models, workflows, and integrations.
• Own the full product lifecycle: discovery, prioritization, development, release, and optimization.
• Define and track KPIs across CRM platforms and leverage analytics to prioritize roadmap.

Skills

Salesforce Service Cloud

CRM platforms

Contact center tech

Agile delivery

Executive leadership

Data analytics

AI in support

Omnichannel

Education

Bachelor's degree

MBA or technical degree

Job description

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, were 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, Product Management - CRM Platform

Job Overview

We are seeking a strategic and execution-oriented Director of Product Management to lead the vision, roadmap, and delivery of core CRM platforms that power global customer support operations. This role owns the end-to-end product strategy for CRM capabilities across the Salesforce ecosystem and contact center technology stack, driving scalable, compliant, and insight-driven support experiences. The Director will play a critical leadership role in modernizing support platforms, enabling agent productivity, and integrating AI-driven capabilities across voice, chat, and digital channels. The ideal candidate brings deep expertise in CRM platforms, contact center technologies, and Salesforce Service Cloud, with a strong understanding of customer support operations, case management, and enterprise service delivery.

Reports To

VP, Product Management

Major Accountabilities

• Own CRM Platform Strategy & Roadmap
  • Define and drive the product vision, strategy, and roadmap.
  • Align platform investments to business outcomes including case volume reduction, agent productivity, FCR improvement, and cost efficiency.
• Lead Platform Modernization & Integration
  • Drive evolution of CRM platforms across Salesforce Service Cloud, IVR, Telecom integrations, and omnichannel support systems.
  • Ensure seamless integration across voice, chat, digital, and self-service channels, including AI-enabled workflows and automation.
• Customer Support Product Leadership
  • Translate support operations needs (case management, routing, knowledge, automation) into scalable product capabilities.
  • Partner with Care, Operations, and Delivery teams to enable consistent, high-quality customer experiences globally.
• Salesforce Ecosystem Ownership
  • Lead platform design and enhancements within the Salesforce ecosystem, including Service Cloud, data models, workflows, and integrations.
  • Ensure alignment with enterprise architecture, security, and compliance requirements.
• Drive Execution & Delivery Excellence
  • Own the full product lifecycle: discovery, prioritization, development, release, and optimization.
  • Partner closely with Engineering, Architecture, and UX to deliver high-quality, scalable solutions.
• Data-Driven Decisioning & Performance Management
  • Define and track KPIs across CRM platforms (e.g., case handling time, deflection, agent efficiency, CSAT).
  • Leverage analytics and operational insights to prioritize roadmap and continuously improve outcomes.
• Stakeholder & Executive Alignment
  • Engage senior stakeholders across Product, Technology, Care, and Risk to ensure alignment on priorities, trade-offs, and outcomes.
  • Communicate strategy, progress, and impact at executive and SteerCo levels.
• Team Leadership & Talent Development
  • Lead and mentor a team of product managers, driving clear ownership models, accountability, and high performance.
  • Foster a culture of customer-centricity, data-driven decisioning, and operational excellence.

Education (Preferred)

• Bachelors degree in a relevant field
• MBA or technical degree preferred

Knowledge / Experience (Preferred)

• 15+ years of product management experience, with 7+ years in leadership roles
• Deep experience with CRM platforms, including Salesforce Service Cloud
• Hands-on experience with contact center technologies (IVR, Telecom, routing, agent desktop, case management)
• Strong understanding of customer support operations and service delivery models
• Proven track record delivering enterprise-scale CRM or support platforms
• Experience working within the Salesforce ecosystem (Service Cloud, integrations, workflows, data models)
• Expertise in Agile delivery, backlog management, and cross-functional execution
• Strong executive presence with ability to influence across Product, Engineering, Operations, and Risk teams

Skills / Abilities

• Experience with AI/automation in support environments (agent assist, self-service, case deflection)
• Strong understanding of omnichannel support architectures (voice, chat, digital, mobile)
• Data-driven mindset with experience in analytics-driven product decisions
• Ability to operate in complex, global, and regulated environments
• Exceptional communication, prioritization, and stakeholder management skills

Working Conditions

• Requires collaboration across globally distributed teams and time zones

Why Join Us

• Lead .