Director, Product Manager –Disputes

Job description

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 Director, Product Manager –Disputes Location: Pune, India Level: Director Job Family: Product Management Who is Mastercard? Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. We leverage data, technology, partnerships, and innovation to help individuals, financial institutions, governments, and businesses realize their greatest potential. Overview The Disputes Solutions team is seeking a Director, Product Owner to help define and execute Mastercard's vision for the future of dispute management. This leader will own strategic areas of Mastercard's next-generation disputes platform and be responsible for shaping the capabilities, experiences, and operating model that will power the future of dispute resolution across the global payments ecosystem. Based in Dublin, this role will be embedded alongside product, engineering, architecture, data science, and design teams within co-located development pods. The successful candidate will act as a senior product leader, partnering with executives, regional stakeholders, customers, and technology teams to define product strategy, prioritize investments, and drive execution of platform capabilities at scale. This individual will play a critical leadership role in driving Mastercard's AI strategy within the disputes organization, identifying opportunities to embed intelligence, automation, predictive decisioning, and generative AI throughout the customer and operational experience. The role will help establish AI-first ways of working across product and engineering pods while ensuring capabilities align with Mastercard's strategic priorities and customer needs. Role As a Director, Product Owner, you will: • Define and own strategic platform domains within Mastercard's next-generation disputes ecosystem, establishing long-term vision, objectives, and measurable business outcomes. • Translate corporate and product strategy into prioritized roadmaps that align customer needs, market opportunities, regulatory requirements, and technology investments. • Partner with executive leadership to shape the future direction of Mastercard's disputes modernization strategy. • Lead complex product discovery efforts, validating customer problems and defining innovative solutions that deliver measurable value. • Drive product strategy and execution across multiple agile pods, ensuring alignment to roadmap commitments and strategic objectives. • Own and prioritize large-scale product backlogs spanning multiple teams, products, and delivery streams. • Establish product requirements, business capabilities, success metrics, and investment priorities for critical platform initiatives. • Serve as the primary product authority for assigned platform domains, making high-impact prioritization and tradeoff decisions. • Drive the adoption of AI technologies throughout the product lifecycle, including intelligent dispute processing, workflow automation, customer support experiences, predictive insights, and operational optimization. • Champion AI-enabled product development practices and identify opportunities to leverage generative AI and advanced analytics to improve both customer outcomes and delivery efficiency. • Partner closely with Engineering, Architecture, Data Science, Design, and Operations leadership to ensure scalable and sustainable platform evolution. • Collaborate directly with customers, partners, and regional stakeholders to understand emerging needs, market trends, and competitive opportunities. • Influence investment planning and strategic portfolio decisions through data-driven business cases and outcome-based prioritization. • Present roadmap decisions, strategy updates, and investment recommendations to senior executives and business leaders. • Act as a thought leader and coach across product teams, fostering a culture of innovation, experimentation, customer centricity, and continuous improvement. All About You The ideal candidate for this position should: • Demonstrate deep expertise in product strategy, product ownership, and platform development. • Possess a proven ability to define and execute product visions that span multiple products, teams, and stakeholder groups. • Have exceptional leadership skills and the ability to influence outcomes across large, matrixed organizations. • Be highly skilled at translating ambiguous business challenges into clear product strategies and actionable roadmaps. • Demonstrate strong commercial acumen and the ability to evaluate investment opportunities against customer and business outcomes. • Have extensive experience partnering with technology organizations to deliver complex enterprise-scale solutions. • Be comfortable managing competing priorities while making strategic decisions that balance short-term delivery with long-term platform objectives. • Possess exceptional communication and storytelling skills with experience engaging executive audiences. • Have a passion for innovation and emerging technologies, particularly artificial intelligence and automation. • Demonstrate a customer-first mindset and a track record of using customer insights to shape strategic decisions. • Bring strong analytical and problem-solving capabilities and use data to inform prioritization and product investment decisions. • Thrive in highly collaborative, agile, and fast-paced environments. Preferred Qualifications • Experience leading large-scale SaaS, platform, fintech, banking, or payments products. • Knowledge of disputes, chargebacks, fraud management, transaction processing, or case management ecosystems. • Experience defining and executing AI, automation, machine learning, or data platform strategies. • Proven success leading global product initiatives involving multiple markets, stakeholders, and delivery organizations. • Experience driving platform modernization and enterprise transformation programs. • Familiarity with product operating models, outcome-based planning, and scaled agile delivery frameworks. • Experience influencing executive leadership teams and strategic investment decisions. Success Measures The successful candidate will: • Establish and execute a compelling strategic vision for key domains within Mastercard's next-generation disputes platform. • Deliver innovative product capabilities that strengthen Mastercard's market leadership and customer value proposition. • Successfully scale AI-enabled capabilities across products, teams, and customer experiences. • Drive measurable improvements in customer satisfaction, operational efficiency, automation, and platform adoption. • Create strong alignment between Product, Engineering, Architecture, Design, and Business stakeholders. • Influence enterprise-level product strategy and portfolio investment decisions. • Build high-performing product organizations that consistently deliver customer-centric outcomes. • Accelerate the modernization of Mastercard's disputes ecosystem through innovation, technology leadership, and disciplined execution. 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 guidelines.