Manager, Product Operations & Customer Success

Drive scalable onboarding and ongoing operations for Mastercard Send customers by coordinating cross-functional reviews, enablement, and customer-facing communication.

Responsibilities

• Act as an operational point of contact for acquirers and resellers; explain submission requirements and shepherd customer programs through review and enablement.
• Coordinate customer enrollment initiatives by aligning cross-functional teams, removing operational roadblocks, and supporting a seamless onboarding experience.
• Review proposed customer programs and consult internal stakeholders to confirm alignment with approved use cases, processing rules, and onboarding requirements.
• Partner with regional and global Product teams plus stakeholders including Compliance, Legal, Risk, Franchise, and operational groups to resolve questions and support informed approval decisions.
• Coordinate operational review and enablement for new or expanded customer programs with customers and internal implementation partners.
• Ensure customer-facing publications are clear and accurate by identifying ambiguous or missing content that could create customer confusion.
• Track 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.
• Spot recurring operational issues and bottlenecks, then identify opportunities to improve the customer experience.
• Lead and support broader Product Operations and Customer Success initiatives.

Requirements

• 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.
• Preferred: familiarity with money movement, push payments, disbursements, remittances, card-network operations, or related payment technologies.
• Asset: knowledge of Mastercard Send, MoneySend, Visa Original Credit Transaction capabilities, or other push-payment platforms.
• Ability to represent the customer: collect feedback, elevate customer needs, influence internal decisions, and drive improvements.
• Strong analytical skills and attention to detail, including reviewing submissions, identifying missing or inconsistent information, and accurately documenting decisions.
• Strong written and verbal communication skills, including explaining requirements clearly to customers and internal audiences.
• Strong organization and project-management skills, including managing multiple customer requests and priorities at the same time.
• Proficiency with spreadsheets, presentations, and reporting or workflow tools.
• Preferred: experience working with databases, dashboards, or operational tracking systems.
• Ability to work effectively in a regulated, cross-functional environment involving Product, Compliance, Legal, Risk, Operations, and regional teams.

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 onboard, launch, and operate Mastercard Move solutions while ensuring alignment with operational, compliance, risk, and processing requirements.

Role overview

• Support the operational needs of both prospective and existing Mastercard Send customers as a liaison between customers and internal stakeholders.
• Collaborate with acquirers, processors, resellers, issuers, and cross-functional partners across Mastercard Send, Core Processing, Franchise, Legal, Compliance, AML, Risk, Account Management, and regional teams.
• Identify operational challenges, drive process efficiencies, and deliver scalable solutions across testing, implementation, and production.
• Coordinate customer requests, maintain accurate records, communicate requirements, and identify opportunities to improve the customer experience.
• Customer-facing focus requiring judgment, attention to detail, cross-functional coordination, and the ability to manage multiple requests simultaneously.

Corporate security responsibility

• Comply with Mastercard security policies and practices.
• Protect the confidentiality and integrity of accessed information.
• Report any suspected information security violation or breach.
• Complete periodic mandatory security trainings per Mastercard guidelines.

Benefits

• Competitive base salary; may be eligible for an annual bonus or commissions depending on the role.
• Insurance: 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.
• Many more.
• Intern benefits generally include: 56 hours of Paid Sick and Safe Time, jury duty leave, and on-site fitness facilities in some locations.

Pay range

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