Vice President, Product Operations, Disputes

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.

Vice President, Product Operations, Disputes

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.

Vice President, Product Operations, Disputes

Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.

The Disputes Management Products organization is seeking a Vice President, Product Operations to serve as the operational backbone of our product portfolio. This is a high-impact leadership role responsible for driving process excellence, cross-functional coordination, and scalable operating models that enable our product teams to deliver with consistency and speed.

The ideal candidate is a strategic and execution-oriented leader with deep expertise in product operations, process optimization, and program governance. You thrive in complex, matrixed environments and bring a data-driven approach to identifying and eliminating operational inefficiencies. This role will partner closely with Product Management, Engineering, Regional teams, and senior leadership to ensure our organization operates at the highest level of effectiveness.

Process Optimization & Operational Excellence

• Design, implement, and continuously improve end-to-end operational processes across the product lifecycle — from ideation through launch and migration.
• Define and embed standardized frameworks, playbooks, and operating cadences that enable product teams to move faster with greater predictability and quality.
• Lead structured process improvement initiatives using data, metrics, and feedback loops to identify bottlenecks and drive measurable outcomes.
• Establish governance models, intake processes, and prioritization frameworks that enable disciplined decision-making and resource alignment.
• Champion automation and tooling improvements to reduce manual effort, increase throughput, and improve operational visibility across the organization.

• Lead and coordinate cross-functional product migration efforts, ensuring seamless transitions from legacy platforms to next-generation solutions.
• Develop and maintain comprehensive migration plans, risk registers, and stakeholder communications to keep delivery on track.
• Manage program steerco cadences, executive reporting, and governance forums to ensure accountability and decision-making at the right levels.
• Serve as the connective tissue between Product, Engineering, Regional, and Customer Success teams to drive integrated delivery and consistent customer experience.

• Partner with the Product, Engineering, Biz Ops, Delivery and Customer facing teams to develop and execute the operational strategy for the organization.
• Build and manage weekly, monthly, and quarterly reporting frameworks — including OKRs, KPIs, and operational dashboards — to provide leadership with real-time visibility into organizational health and delivery performance.
• Lead business planning cycles including annual planning, capacity modeling, and budget management in close collaboration with Finance and HR partners.
• Drive continuous improvement of team-wide practices by introducing lean product development, agile best practices, and retrospective disciplines.

• Act as a trusted advisor and operational partner to Product leaders across the Disputes Products and Security Solutions portfolio.
• Facilitate alignment across internal and external stakeholders, including regional teams, technology partners, financial institutions, and key customers.
• Drive preparation for executive presentations, all-hands, strategic off-sites, and key leadership forums.
• Build collaborative relationships that bridge organizational silos and accelerate decision velocity.

• Build and lead a high-performing team of operations…