Product Manager, Operational Excellence, Mdes

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a

culture of inclusion

for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Product Manager, Operational Excellence, MDES

Overview

Do you want to be part of a cool, dynamic and collaborative team delivering innovation and improving customer experience for digital products for Mastercard? Are you ready to work push the boundaries of what's possible in the digital, mobile and e-commerce space? As part of the products team, you will play a role in Mastercard’s mission to tokenize every transaction, through the management and implementation of new programs that scale and enrich our tokenization, cryptography and dynamic data offerings.

Mastercard’s digital payments strategy is accelerating the transition from card payments to digital payments, using mobile phones and other devices to support issuers, merchants, and wallet providers. Consumers are expanding their range of digital activity across channels/devices every day, and you can be a key contributor in driving this evolution.

Role

This role will work in close collaboration with the BizOps and Engineering teams to ensure that any issue or defect impacting customer experience and product quality is identified, investigated and resolved, resulting in fewer L1/L2/L3 support tickets, higher customer satisfaction, and lower operational, servicing, and opportunity costs to business. This role will also be responsible for monitoring and optimizing BizOps and Engineering support processes, providing training to support teams, handling complex issues, investigations, route-cause analysis, and taking the load of ad-hock support requests from Product owners.

Duties include but are not limited to:

- Plan, scope and lead the implementation of product and operational service improvement initiatives to drive continuous improvement of the product quality and customer experience
- Conduct analysis of support requests, escalations and system reports to identify and investigate recurring issues and define improvement strategy and recommendations
- Perform technical analysis of product, underlying technology and connected downstream systems to identify the root cause of issues, define improvement recommendations, and to ensure that business and functional requirements can be met
- Lead cross-functional initiatives and manage the improvement plans/projects end-to-end
- Define and own the roadmap for product quality and operational improvement features
- Contribute to the broader product strategies, plans, and product modernization roadmaps
- Manage defect resolution process and support timely resolution of errors, and escalations
- Handle complex issues, investigations, route-cause analysis, and support resolution of complex customer support requests and TRT escalations
- Partner with key stakeholders across the organization, including product owners, solution designers, customer support teams, developers to develop and deliver product enhancements and operational process improvements
- Operate across geographical and time zones
- Monitor, develop and optimize L1/L2/L3 operational and engineering support processes
- Manage, monitor and improve defect resolution process and support timely resolution of defects, errors, and escalations
- Work with testing teams to develop and execute complex test plans and ensure product readiness
- Manage release planning, prioritization, capacity management, work allocation to engineering teams
- Assess, prioritize and manage multiple requests, priority calls and escalations
- Ensure compliance with the company policies, processes, and governance
- Track, manage and escalate if required risks and dependencies
- Prepare support materials and product documentation
- Deliver regular training and updates to support teams
- Provide guidance and knowledge transfer to other team members

Role requirements
- Strong technical knowledge and readiness to learn/navigate your way through complexity
- Capability to operate efficiently in fast-paced matrix environments under time pressure
- Demonstration of Agile concepts and implementation approaches
- High-energy, detail-oriented, proactive and resourceful problem solver
- High degree of initiative and self-motivation with a willingness and ability to learn and take on challenging opportunities and function independently with lit