Manager, Product Operations, Customer Experience

Role Overview

The Manager, Product Operations, Customer Experience role is responsible for managing customer experience during onboarding. The ideal candidate is a proven, forward-thinking leader with the ability to collaborate across disciplines and communicate effectively with both business and technology stakeholders.

What You Will Do

Deliver clear, consistent executive-level communications, scale a global Product Operations Customer Experience team, partner with internal stakeholders to support product management and development efforts, and engage with internal product teams and customers to identify and address network challenges and opportunities.

Why It Might Be a Fit

The role requires strong analytical skills, comfort operating in ambiguity, and deep collaboration to continuously improve the end-to-end customer onboarding experience within the credit card payments ecosystem.

Requirements

• Deep expertise in the payments industry, the Mastercard ecosystem, or the broader financial services landscape
• Strong understanding of how technology delivery drives business outcomes
• High degree of independence and accountability
• Sound judgment and end-to-end ownership of program delivery
• Strong, trusted relationships across the organization
• Ability to influence stakeholders at all levels, including senior and executive leadership
• Continuous improvement principles to enhance customer delivery frameworks, operational processes, and overall team efficiency
• Data-driven decision making by assessing risks, managing trade-offs, and resolving escalations in fast-moving, complex environments
• Emerging technologies, including artificial intelligence, to improve program management practices, increase operational efficiency, and support more informed decision making
• Exceptional communication, presentation, and interpersonal skills
• Strong visual storytelling capabilities, including data visualization and the creation of clear, compelling executive-level presentations
• Strong project management capabilities, with demonstrated excellence in organization, planning, and task execution

Benefits

• Competitive salary
• Equity
• Healthcare
• PTO
• Retirement
• Learning budget
• Parental leave
• Wellness
• Visa/relocation
• Remote flexibility
• Stipends
• Bonus/commission
• Paid holidays