Director, Disputes Product & Customer Strategy

• 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 reasonable_accommodation@mastercard.com 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.

Client-provided location(s): Toronto, Canada

Job ID: Mastercard-22331_R-258389

Employment Type: OTHER

Posted: 2025-08-23T19:14:50