Director, Product Delivery – Onboarding
Listed on 2026-07-31
-
Business
Client Relationship Manager, Business Development, Change Management
Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build asustainableeconomy 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.
Titleand Summary
Director, Product Delivery – Onboarding
The Director, Product Delivery – Onboarding is a senior delivery leader responsible for executing Mastercard’s end-to-end client onboarding experience within the North America region. Reporting into the Vice President, Product Delivery – Onboarding, this role leads teams focused on transitioning clients from pre‑sale through onboarding and into implementation readiness, ensuring a seamless, consistent, and high‑quality entry into Mastercard. This role builds on the core responsibilities of a Director, Product Delivery—owning delivery execution, client outcomes, and cross‑functional alignment—while specializing in structured onboarding, early client engagement, and lifecycle continuity.
The Director serves as a critical control point between Business Development (BD), Delivery, and Customer Account Management (CAM), ensuring clear accountability, strong client relationships, and a foundation for long‑term growth.
- Lead teams responsible for the “Welcome to Mastercard” onboarding experience across NAM
- Own onboarding execution from contract signature through implementation readiness
- Ensure all clients receive a consistent, structured onboarding experience, including:
- Product and services education
- Client enablement sessions
- Defined onboarding milestones and success criteria
- Drive adherence to onboarding standards, timelines, and quality metrics
- Operationalize the formal pre‑conversion kickoff model between FI Business Development (BD) and Delivery
- Ensure onboarding teams participate in pre‑contract engagement where required, establish clear roles, responsibilities, and delivery scope prior to conversion, validate readiness of onboarding plans at contract signature, and act as escalation point for misalignment between deal construct and delivery readiness
- Ensure assignment of a dedicated onboarding lead for each client engagement
- Oversee onboarding leads as they serve as:
- Primary client contact during onboarding
- Owner of early‑stage client relationship and experience
- Drive coordination across Product and Services, Education and Technology, Licensing, Franchise and TRM, Customer Implementation Services (CIS) and Product Application Implementation teams, Technology Account Management (TAM) and Care (CTS), Sales / BD / CAM
- Ensure onboarding inputs are aligned with implementation requirements and downstream delivery teams
- Identify and resolve bottlenecks that impact onboarding timelines or experience
- Ensure onboarding teams deliver structured product education aligned to client use cases
- Partner with product teams to translate product capabilities into client‑relevant messaging, stay current on new products, services, and enhancements
- Drive consistency in how Mastercard solutions are introduced and positioned during onboarding
- Ensure onboarding teams demonstrate and position the value of Data & Services (D&S) funding early in the client lifecycle
- Partner with CAM and Sales teams to align onboarding messaging with commercial strategies and funding utilization, ensure D&S funding is embedded into client onboarding plans
- Reinforce the connection between onboarding activities and long‑term revenue growth opportunities
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).