The Manager of Product Operations will oversee platform stability lead operational excellence initiatives analyze incidents and engage with customers to enhance service reliability and performance.

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 - PM
Job Description Summary
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 eCommerce 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.
As a Product Operations PM you will play a critical role in keeping this platform strong. You'll work closely with Product Engineering Ops Support Site Reliability Engineering (SRE) BizOps and customer-facing teams to ensure operational excellence from Product POV. You will stay on top of incidents drive proactive reporting and insights and help steer the platform toward ever-higher levels of stability quality and customer trust.
Responsibilities
Customer Engagement & Platform Health• Act as the operational and customer voice of the product staying close to live incidents and broader platform issues ensuring timely resolution and accountability and engaging directly with customers and Support teams to capture feedback address pain points and ensure clear empathetic communication.• Lead the business side of communications for both incidents and platform stability partnering with teams to ensure updates are timely transparent and customer-centric.• Analyze recurring tickets problems and trends with Support turning insights into backlog items and long-term fixes.• Engage directly with customers when needed gathering feedback and representing platform health resiliency and serviceability priorities.
Insights & Data-Driven Decisions• Research and analyze customer-impacting incidents and operational data generating insights that influence roadmap priorities and drive permanent root cause resolution.• Build and maintain KPIs scorecards and reporting frameworks to track platform health reliability and customer experience using data to anticipate risks and uncover opportunities.• Explore AI/ML-driven approaches to enhance monitoring anomaly detection and operational efficiency.
Reliability Quality & Resiliency• Drive initiatives to improve platform reliability and availability ensure we are going above and beyond "5 9's" performance.• Contribute to the resiliency and operational excellence roadmap embedding resiliency quality stability and serviceability into product delivery.• Translate operational insights into product requirements (including non-functional requirements such as availability performance and serviceability) in partnership with architects and PMs.• Lead capacity planning and forecasting from a product perspective using data and insights to anticipate demand inform scalability and ensure readiness for growth.
Operational Excellence & Continuous Improvement• Partner with BizOps SRE Engineering and Product teams to streamline escalations strengthen monitoring and improve operational processes.• Facilitate retrospectives governance forums like QBRs and process improvements while providing clear proactive updates on platform health operational performance and customer impact.
You should apply if:• You have 7-10 years of experience in product operations product management or a similar role collaborating with product engineering ops BizOps support and customer-facing teams to drive accountability and improvements.• You are strategic customer-obsessed and data-driven turning operational detail and incidents into insights that shape priorities influence roadmaps and improve customer experience.• You take ownership of outcomes thrive in ambiguity and are proactive in driving clarity and progress across cross-functional teams.• You bring product management or product development experience and can translate operational insights into product requirements non-functional needs and roadmap influence.• You work fluently across data and ops tooling - from SQL and analytics platforms to monitoring incident management and observability tools - to uncover insights and drive reliability and performance.• You are creative and curious exploring new approaches (including AI/ML) to improve efficiency resiliency and reliability.• You excel at simplifying complex processes and services to enable scale while relentlessly seeking improvements and challenging the status quo.• You are an excellent communicator and problem-solver able to distill complex data and incidents into clear actionable insights for diverse audiences while balancing strong multitasking skills with a drive to deliver global impact on services used daily by hundreds of millions of people.
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.
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: $130000 - $221000 USD