Manager, Product Management

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

Manager, Product Management

Role Summary

The Product Manager - Voice Channels will own the strategy, roadmap, and execution of voice-based customer experiences across Genesys Cloud and Conversational AI (CAI) platforms. This role partners with business stakeholders, operations, engineering, VUI design and other Mastercard teams to modernize IVR, agent-assisted voice flows, and AI-driven call handling while ensuring scalability, reliability, and measurable business outcomes.

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Key Responsibilities

Product Strategy & Roadmap

* Own the end-to-end product strategy for voice channels, including IVR, call routing, agent experiences, and Conversational AI integrations.

* Define and manage the product roadmap aligned to business priorities, operational efficiency, and customer experience goals.

* Drive modernization initiatives such as Genesys migration and voice self-service enablement.

Genesys & Voice Platform Ownership

* Act as product owner for Genesys Cloud capabilities including call flows, queues, skills, DNIS-based routing, reporting, and integrations.

* Partner with engineering and vendors to define requirements, design decisions, and rollout plans for voice enhancements.

* Ensure platform configurations support multi-region, redundancy, and scalability requirements.

Conversational AI (CAI)

* Lead the integration and evolution of Conversational AI within the voice channel, including virtual agents, intent-based routing, and AI-assisted containment.

* Define standards for greetings, prompts, escalation thresholds, and transfer logic based on DNIS, region, and business rules.

* Collaborate with VUI teams to continuously improve accuracy, containment rate, and customer satisfaction.

Stakeholder & Cross Functional Leadership

* Serve as the primary liaison between business, operations, technology, and VUI teams.

* Lead requirement-gathering sessions (e.g., JADs), translate business needs into clear product and functional requirements, and drive alignment to decisions.

* Provide executive-ready updates, decision statements, and KPI reporting.

Delivery, Metrics & Governance

* Define and track success metrics such as call containment, transfer accuracy, handle time, and customer satisfaction.

* Ensure solutions meet security, compliance, and audit requirements.

* Support change management, launch readiness, and post implementation optimization.

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Required Qualifications

* 10+ years of experience in Product Management, with strong focus on Voice / Contact Center platforms.

* Hands-on experience with Genesys Cloud (IVR, routing, queues, DNIS, reporting).

* Proven experience delivering Conversational AI or IVR self-service solutions.

* Strong background in requirements documentation (FRD/BRD, decision logs).

* Ability to translate complex technical concepts into business-friendly language.

* Experience working in large, matrixed enterprise environments.

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Preferred Qualifications

* Experience with cloud contact center migrations.

* Familiarity with AI/NLP concepts, virtual agents, and escalation strategies.

* Experience supporting global or multi-region voice operations.

* Background in financial services or regulated industries.

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Key Skills & Competencies

* Voice & IVR Product Strategy

* Genesys Cloud

* Conversational AI / Virtual Agents

* Requirements & Decision Documentation

* Stakeholder Management

* Data driven Decision Making

* Executive Communication

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender,…