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Director of Product Management
Full-time
Mastercard is seeking a strategic and execution-oriented Director of Product Management to lead the vision, roadmap and delivery of core CRM platforms that power global customer support operations.
Job Overview
This role owns the end-to-end product strategy for CRM capabilities across the Salesforce ecosystem and contact center technology stack, driving scalable, compliant, insight-driven support experiences. The Director will modernize support platforms, enable agent productivity and integrate AI-driven capabilities across voice, chat and digital channels.
Major Accountabilities
Define and drive the CRM platform product vision, strategy and roadmap aligned to case reduction, agent productivity and FCR.
Drive evolution of CRM platforms across Salesforce Service Cloud, IVR, telecom integrations and omnichannel support, including AI-enabled workflows.
Translate support operations needs (case management, routing, knowledge, automation) into scalable product capabilities.
Define and track KPIs across CRM platforms: case handling time, deflection, agent efficiency and CSAT.
Lead and mentor a team of product managers.
Experience
15+ years of product management experience, with 7+ years in leadership roles.
Deep experience with CRM platforms including Salesforce Service Cloud and contact center technologies.
Experience with AI/automation in support environments (agent assist, self-service, case deflection).
