Senior Specialist, Product Operations - PM

Senior Specialist, Product Operations - PM

Join to apply for the Senior Specialist, Product Operations - PM role at Mastercard.

Overview

Our mission is to make payments convenient, fast, and secure through technology. That’s why we developed and operate the Mastercard Digital Enablement Service (MDES), powering mobile payments like Apple Pay, Google Pay, and Samsung Pay, as well as secure, tokenized payments for e
Commerce wallets and merchants worldwide. MDES processes billions of transactions every month and continues to scale as digital payments expand globally. To support this growth, we are making our services more reliable, resilient, and serviceable, while meeting regulatory and customer demands worldwide.

Customer Engagement & Platform Health

• Monitor incidents and platform issues, ensuring updates are accurate and timely.
• Partner with Support teams to analyze recurring tickets and highlight trends for resolution.
• Support customer communications on incidents and stability, helping ensure they are clear and empathetic.

Insights & Reporting

• Gather and analyze operational and customer data to identify issues and opportunities.
• Maintain dashboards, scorecards, and reports to track reliability, stability, and customer experience.
• Share insights with Product Managers to help prioritize fixes and enhancements.
• Explore innovative approaches, including AI/ML-driven analysis, to improve monitoring, anomaly detection, and operational efficiency.

Reliability, Quality & Resiliency

• Support initiatives that improve platform availability, resiliency, and serviceability.
• Translate operational observations into clear inputs for product and engineering teams and own PBIs from Product standpoint.
• Assist in capacity tracking and readiness planning to support growth.
• Manage the operational excellence (Op
  Ex) backlog, ensuring issues and insights are translated into actionable items.

Operational Excellence & Continuous Improvement

• Help streamline escalation processes and strengthen monitoring in collaboration with SRE, Engineering, Biz
  Ops, and Product teams.
• Work with PMTs and feature teams to drive Op
  Ex initiatives and embed resiliency and serviceability into delivery.
• Participate in retrospectives and process improvement efforts.
• Contribute updates on platform health and operational performance for internal stakeholders.

You Should Apply If

• You have experience in product operations or a similar role, collaborating across product, engineering, ops, support, and
  - facing teams.
• You bring prior product management or product development experience, and can translate operational insights into product requirements or roadmap influence.
• You are
  - focused,
  - oriented, and proactive in improving processes and experience.
• You are
  - driven and comfortable using analytics, monitoring, and incident management tools (e. g. , SQL, observability platforms).
• You are a strong communicator and
  - solver, able to simplify complex issues into clear actions while managing multiple priorities.

It Would Also Be Great If

• You understand the card payment ecosystem – from the perspective of a merchant, processor, or issuer.
• You have a technical background and the ability to contribute to scaling services that deliver 5x9’s availability.
• You have used collaboration tools such as Aha!, Rally, or JIRA to manage product evolution.

Our teams and values

• We work in small, collaborative teams of product managers, software engineers, and operations engineers.
• We are a diverse and inclusive group, bringing perspectives from many backgrounds.
• We believe in doing well by doing good, supporting inclusive growth and making ethical, environmentally responsible decisions.

Why Join Us?

• Be part of the team powering billions of global transactions every month.
• Help shape the resiliency, stability, and serviceability of the world’s leading tokenization platform.
• Grow your career at the intersection of product, operations, data, and innovation, driving impact felt daily by hundreds of millions of people worldwide.

Corporate Security Responsibility

• 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.
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.