Manager, Product Operations & Customer Success

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 escalate 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 project-management skills, with the ability to manage multiple customer requests and priorities concurrently.
• Proficiency with spreadsheets, presentations, and reporting or workflow tools.
• Experience working with databases, dashboards, or operational tracking systems is preferred.
• Ability to work effectively in a regulated, cross-functional environment involving Product, Compliance, Legal, Risk, Operations, and regional teams.

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 [email protected] 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.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations.

Pay Ranges

O'Fallon, Missouri: $130,000 - $221,000 USD