Manager, Product Operations - PM

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), Biz Ops, 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 Biz Ops, 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, Biz Ops, 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…