Director, Product Operations

Mastercard•O'fallon, MO

1d•$156,000 - $265,000

About The Position

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. Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all. The Incident Management Director, Network Products, will join a team driving product strategy, roadmap, and execution of the future of Mastercard’s global core payments network. The payments network is Mastercard’s core strategic asset, directly driving over $8 billion in revenue and providing the platform for other key products and services. The Product Operations Director will be responsible for managing all product incidents and provides support related to Network Products. This role is responsible for overseeing the detection, response, and resolution of product-related incidents to minimize customer impact and maintain service quality. This position bridges technical teams, product management, and customer support to ensure timely communication, root cause analysis, and continuous improvement of incident processes. Our primary goal is to restore normal service operation as quickly as possible while minimizing impact on the business. The scope of the responsibilities extends beyond merely addressing incidents as they arise. It encompasses a proactive approach to incident management, including the identification of potential issues before they escalate into significant problems. This involves analyzing incident trends, implementing preventive measures, and collaborating with various teams to enhance overall service quality. This role will be responsible for pulling data from multiple sources, ensuring data accuracy, performing analysis, and presenting insights through dashboards, reports, or presentations.

Requirements

Bachelor’s degree in computer science, information systems, data science or related field (or equivalent experience).
In-depth knowledge of Payments Network, payment processing, and the core system processing applications, such as dual and single message, clearing, etc.
Proven experience in incident management, product operations, or technical support is preferred.
Familiarity with incident management frameworks is a plus.
Experience with data generation/analysis, monitoring tools, ticketing systems, and root cause analysis techniques.
Self-starter, quick learner with ability to work independently, and strong collaborator, ability to work cross-functionally
Ability to thrive in fast-paced environments; flexibility to handle rapidly changing scenarios.
Ability to work with ambiguity and manage complex projects; successfully manage multiple responsibilities and tasks.
Strong problem-solving, analytical, and decision-making skills under pressure.
Superior communication, interpersonal skills, and stakeholder management abilities.
Strong visual presentation skills, including data visualization and the ability to produce clear, compelling slides
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.

Responsibilities

Act as the primary point of contact during product incidents, coordinating cross-functional teams to drive swift resolution.
Monitor product performance and proactively identify potential issues before they escalate.
Lead incident triage, prioritization, and escalation according to defined SLAs.
Maintain accurate and detailed incident records.
Communicate incident status, impact, and resolution updates to stakeholders.
Conduct post-incident reviews, document root causes, and recommend preventive measures.
Collaborate with engineering, QA, and product teams to improve product stability and resilience.
Develop and refine incident management processes, playbooks, and reporting metrics.
Automation and AI Integration: Simplifying tasks and processes through programming and AI tools.
Data visualization by turning results into clear reports, dashboards, and visualizations that make insights easy to understand.
Communication and collaboration by working closely with different teams to make sure data-driven insights are put into action.
Identifying and integrating new datasets to enhance product capabilities.

Benefits

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
Pay Ranges O'Fallon, Missouri: $156,000 - $265,000 USD