Manager, Product Operations & Customer Success

Mastercard; O’Fallon (MO); Vor Ort; USD 110.000 - 160.000; Vollzeit

Zusammenfassung

Mastercard Move's Manager, Product Operations & Customer Success leads onboarding and ongoing operations for customers, coordinating with acquirers, processors, resellers, issuers and regional teams. This role drives process improvements, tracks program progress, and ensures customer programs align with approved use cases and rules.

The position requires strong judgment, attention to detail, and the ability to manage multiple requests while delivering scalable customer solutions.

Qualifikationen

• Experience in product operations, onboarding, implementation management or related fields.
• Ability to manage customer or partner relationships across multiple stakeholders.
• Familiarity with money movement and payment operations concepts is a plus.

Aufgaben

• Serve as primary operational liaison between customers and internal teams across Mastercard Send platforms.
• Coordinate onboarding, implementation, and ongoing operations with cross-functional partners.
• Identify process bottlenecks and drive scalable improvements for customer programs.
• Communicate requirements, update stakeholders, and ensure accurate records and status reporting.
• Monitor program progress, resolve issues, and provide risk assessments to customers and teams.

Kenntnisse

Product operations

Customer onboarding

Cross‑functional coordination

Payment operations

Customer success

Jobbeschreibung

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

Manager, Product Operations & Customer Success

Department Overview

Mastercard Move powers fast, secure, and seamless money movement across the globe. The platform supports use cases including person-to-person transfers, business payments, disbursements, remittances, account-to-account transfers, and merchant payments. The Product Operations and Customer Success team helps customers successfully onboard, launch, and operate Mastercard Move solutions while ensuring alignment with Mastercard's operational, compliance, risk, and processing requirements.

Role Overview

The Manager, Product Operations & Customer Success will support the operational needs of both prospective and existing Mastercard Send customers, serving as a key liaison between customers and internal stakeholders. This role collaborates closely with acquirers, processors, resellers, issuers, and cross-functional partners across Mastercard Send, Core Processing, Franchise, Legal, Compliance, AML, Risk, Account Management and regional teams to ensure successful customer onboarding and ongoing operations. The individual is responsible for identifying operational challenges, driving process efficiencies, and delivering scalable solutions that support customers throughout testing, implementation, and production.

The Manager will coordinate customer requests, maintain accurate records, communicate requirements, and identify opportunities to improve the customer experience. This is a customer-facing role that requires strong judgment, attention to detail, cross-functional coordination, and the ability to manage multiple requests at the same time.

Key Responsibilities

• Serve as an operational point of contact for acquirers and resellers, helping them understand submission requirements and progress customer programs through the review and enablement process.
• Facilitate customer enrollment initiatives by coordinating cross-functional activities, removing operational roadblocks, and ensuring a seamless onboarding experience.
• Review proposed customer programs and consult with internal stakeholders to confirm alignment with approved use cases, processing rules, and onboarding requirements.
• Partner with regional and global Product teams and relevant Compliance, Legal, Risk, Franchise, and operational stakeholders to resolve questions and support well-informed approval decisions.
• Coordinate the operational review and enablement of new or expanded customer programs with customers and internal implementation partners.
• Ensure customer-facing publications are clear, accurate, and easy to understand by identifying and addressing ambiguous or missing content that may lead to customer confusion.
• Monitor request progress, communicate status and risks and elevate issues that could delay customer enablement.
• Communicate incidents and provide impact assessments and status updates to key customers, stakeholders, and internal partners.
• Manage and coordinate customer operational issues across cross-functional teams, including Mastercard Send, Core Processing, Franchise, Legal, Compliance, AML, Account Management, and Regional Product organizations.
• Identify recurring operational issues, bottlenecks, and opportunities to improve the customer experience.
• Lead and support broader Product Operations and Customer Success initiatives.

Skills and Qualifications

• Relevant experience in product operations, customer onboarding, implementation management, customer success, payment operations, compliance operations, or a related field.
• Experience managing customer or partner relationships and coordinating work across multiple internal stakeholders.
• Familiarity with money movement, push payments, disbursements, remittances, card-network operations, or related payment technologies is preferred.
• Knowledge of Mastercard Send, MoneySend, Visa Original Credit Transaction capabilities, or other push-payment platforms is an asset.
• Comfortable being the voice of the customer including collecting feedback, represent customer needs, influence internal decisions, and drive meaningful improvements.
• Strong analytical skills and attention to detail, with the ability to review customer submissions, identify missing or inconsistent information, and document decisions accurately.
• Strong written and verbal communication skills, including the ability to explain requirements clearly to customer and internal audiences.
• Strong organizational and pro