Lead Product - Management - Technical

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

Lead Product
- Management
- Technical

The Lead Product Manager - Technical for Remedy is responsible for defining and driving the strategic evolution of the enterprise ITSM platform, ensuring it delivers scalable, reliable, and value-driven service management capabilities across Mastercard.

This role operates at the intersection of ITSM expertise, product leadership, and enterprise platform strategy-shaping how incident, problem, change, and asset workflows are standardized, optimized, and leveraged to improve operational resilience and service quality.

Key Responsibilities

* Owns and drives the platform product roadmap, translating strategic direction into prioritized features and deliverables

* Defines and maintains the product backlog in Aha/Jira, ensuring alignment to business priorities, customer needs, and platform strategy

* Leads feature definition and grooming, including:

o Writing clear features, user stories and acceptance criteria

o Breaking down complex initiatives into deliverable increments

o Ensuring readiness for development (Definition of Ready)

* Prioritizes features and manages trade-offs across scope, timelines, dependencies, and technical constraints

* Continuously refines backlog priorities using customer feedback, business input, and runtime performance data

* Partners closely with engineering and design to ensure high-quality feature delivery aligned to requirements and user experience expectations

* Reviews product demos and validates delivery against acceptance criteria and intended outcomes

* Uses data, metrics, and customer insights to inform decisions and optimize feature performance, adoption, and operational health

* Engages stakeholders and customers to gather requirements, validate solutions, and align on priorities

* Translates complex business and technical needs into clear, actionable product requirements

* Identifies opportunities for innovation and continuous improvement through experimentation and data-driven insights

* Communicates clearly and concisely with stakeholders at all levels, ensuring visibility into roadmap, priorities, risks, and outcomes

All About You

* 5+ year experience in a product management role.

* Strong communication skills with collaborative approach

* Detail-oriented, proactive, and able to handle multiple high-priority demands while driving consistent results

* Understanding of ITSM processes

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable and identify the type of accommodation or assistance you are requesting.

Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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…