Manager, Product Operations - PM

Job Description

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 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. 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 5?8 years of experience in product operations 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. 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.