Director, Product Management- DCP Platform Operations

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.

Director, Product Management- DCP Platform Operations

The Services team and solutions fuel growth for partners globally by providing cutting edge services in the areas of Customer Acquisition and Engagement, Security Solutions, Business and Market Insights, and Open Banking. Focused on thinking big and scaling fast, our agile sales team is responsible for end‑to‑end solutions for a diverse global customer base including retailers, airlines, hotels, tourism agencies, public sector entities, restaurants, consumer goods and telecom companies.

The Director, Product Management‑ DCP Platform Operations role is responsible for scaling adoption, improving customer experience, and operationalizing product excellence for the Data Commercialization Platform (DCP) — an enterprise, cloud‑native data platform enabling analytics, AI/ML, and data‑driven products across the organization.

This role focuses on how the platform is experienced, adopted, and used at scale by internal customers, ensuring frictionless onboarding, clear documentation, effective feedback loops, and continuous improvement of the end‑to‑end platform experience.

The Director, Product Operations acts as the connective tissue between Product Management, Engineering, Customer/Developer Enablement, and Platform Users, ensuring insights from real usage and customer feedback consistently inform roadmap decisions and platform evolution.

• Voice of Customer (VoC) & Product Feedback
  • Own the Voice of Customer strategy for the Data Commercialization Platform.
  • Establish structured mechanisms to capture customer feedback, including:
    User interviews and listening sessions, Surveys (NPS, CSAT, CES), Usage analytics and behavioral insights, Support tickets and issue trends.
  • Synthesize qualitative and quantitative feedback into clear insights and themes.
  • Translate customer insights into actionable inputs for Product Management and Engineering.
• Platform Adoption & Customer Onboarding
  • Own the end‑to‑end onboarding experience for new platform customers (product teams, data scientists, analysts, commercial users).
  • Design and scale onboarding assets such as:
    Getting started guides, Reference architectures, Sample pipelines and notebooks, Environment setup checklists.
  • Partner with Product and Engineering to reduce time‑to‑first‑value.
  • Track onboarding effectiveness and continuously optimise adoption journeys.
• Enablement, Documentation & Self‑Service
  • Own platform enablement strategy, ensuring customers can self‑serve with confidence.
  • Establish and maintain high‑quality: FAQs and knowledge bases, Platform documentation and playbooks, Best‑practice guides and standards, Release notes and change communications.
  • Ensure documentation is discoverable, role‑appropriate (PM, engineer, data scientist, analyst), continuously updated as the platform evolves.
  • Drive adoption of self‑service capabilities to reduce support burden.
• Platform Experience & Operational Excellence
  • Define and measure platform experience metrics, including:
    Adoption and activation rates, Engagement and retention, Time‑to‑value, Support volume and resolution trends.
  • Identify friction points in the customer journey and drive cross‑functional improvements.
  • Ensure platform launches are operationally ready from a customer perspective (docs, enablement, comms).
• Cross‑Functional Partnership
  • Act as the primary partner to:
    Product Management for customer insights and experience improvements, Engineering for usability and operability feedback, Program Management for readiness and rollout coordination.
  • Ensure customer needs are represented in platform operating rhythms without owning delivery mechanics.
  • Influ…