Director,Product Delivery – Onboarding Job O'Fallon area,Missouri USA,Business

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.

Key Responsibilities

Onboarding Delivery Leadership (Primary Focus)

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

Pre-Conversion & Kickoff Execution

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
Act as escalation point for misalignment between deal construct and delivery readiness

Client Engagement & Relationship Ownership

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

Ensure strong client communication, transparency, and trust-building from day one
Partner with CAM and Delivery TAM & Care to ensure smooth transition to ongoing relationship ownership

Cross-Functional Delivery Execution

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

Product Enablement & Client Education

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

D&S Funding Integration & Value Positioning

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

Governance, Metrics & Continuous Improvement

Track onboarding performance through KPIs, including:

Time-to-onboard
Client satisfaction (early lifecycle)
Readiness for implementation

Maintain visibility into onboarding risk, escalations, and dependencies
Drive continuous improvement across onboarding processes, tools, and frameworks
Contribute to scaling repeatable onboarding models and accelerators

Team Leadership & Capability Building

Lead and develop onboarding-focused Delivery managers and individual contributors
Build a team with strong client-facing, communication, and…