Director, Product Delivery – Onboarding

Mastercard•23h ago

United StatesOnsiteFull-timeDirector Level10+ yrs exp

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Director ProductVp ProductDelivery ManagerProduct AnalystProduct Manager

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 Delivery – Onboarding Role Summary The Director, Product Delivery – Onboarding is a senior delivery leader responsible for executing Mastercard’s end-to-end client onboarding experience within the North America region. Reporting into the Vice President, Product Delivery – Onboarding, this role leads teams focused on transitioning clients from pre-sale through onboarding and into implementation readiness, ensuring a seamless, consistent
high-quality entry into Mastercard. This role builds on the core responsibilities of a Director, Product Delivery—owning delivery execution, client outcomes
cross-functional alignment—while specializing in structured onboarding, early client engagement
lifecycle continuity. The Director serves as a critical control point between Business Development (BD), Delivery
Customer Account Management (CAM), ensuring clear accountability, strong client relationships
a foundation for long-term growth. Key Responsibilities 1. Onboarding Delivery Leadership (Primary Focus)
Lead teams responsible for the “Welcome to Mastercard” onboarding experience across NAM
Own onboarding execution from contract signature through implementation readiness
Ensure all clients receive a consistent, structured onboarding experience, including: o Product and services education o Client enablement sessions o Defined onboarding milestones and success criteria
Drive adherence to onboarding standards, timelines, and quality metrics 2. Pre-Conversion & Kickoff Execution
Operationalize the formal pre-conversion kickoff model between FI Business Development (BD) and Delivery
Ensure onboarding teams: o Participate in pre-contract engagement where required o Establish clear roles, responsibilities, and delivery scope prior to conversion
Validate readiness of onboarding plans at contract signature
Act as escalation point for misalignment between deal construct and delivery readiness 3. Client Engagement & Relationship Ownership
Ensure assignment of a dedicated onboarding lead for each client engagement
Oversee onboarding leads as they serve as: o Primary client contact during onboarding o Owner of early-stage client relationship and experience
Ensure strong client communication, transparency, and trust-building from day one
Partner with CAM and Delivery TAM & Care to ensure smooth transition to ongoing relationship ownership 4. Cross-Functional Delivery Execution
Drive coordination across: o Product and Services o Education and Technology o Licensing, Franchise and TRM o Customer Implementation Services (CIS) and Product Application Implementation teams o Technology Account Management (TAM) and Care (CTS) o Sales / BD / CAM
Ensure onboarding inputs are aligned with implementation requirements and downstream delivery teams
Identify and resolve bottlenecks that impact onboarding timelines or experience 5. Product Enablement & Client Education
Ensure onboarding teams deliver structured product education aligned to client use cases
Partner with Product teams to: o Translate product capabilities into client-relevant messaging o Stay current on new products, services, and enhancements
Drive consistency in how Mastercard solutions are introduced and positioned during onboarding 6. D&S Funding Integration & Value Positioning
Ensure onboarding teams demonstrate and position the value of Data & Services (D&S) funding early in the client lifecycle
Partner with CAM and Sales teams to: o Align onboarding messaging with commercial strategies and funding utilization o Ensure D&S funding is embedded into client onboarding plans
Reinforce the connection between onboarding activities and long-term revenue growth opportunities 7. Governance, Metrics & Continuous Improvement
Track onboarding performance through KPIs, including: o Time-to-onboard o Client satisfaction (early lifecycle) o Readiness for implementation
Maintain visibility into onboarding risk, escalations, and dependencies
Drive continuous improvement across onboarding processes, tools, and frameworks
Contribute to scaling repeatable onboarding models and accelerators 8. Team Leadership & Capability Building
Lead and develop onboarding-focused Delivery managers and individual contributors
Build a team with strong client-facing, communication, and program execution skills
Reinforce a culture of: o Accountability o Ownership o Client-centric delivery
Ensure onboarding capability is a distinct, recognized discipline within Product Delivery Core Skills & Capabilities (Enhanced for Onboarding Focus) Client Onboarding & Lifecycle Expertise
Deep understanding of client lifecycle from pre-sale through early adoption
Business acuity to identify extended product and Services opportunities, with the acumen to engage and support extension of these products and services
Ability to design and execute structured onboarding journeys
Strong grasp of handoffs and ownership transitions (BD → Delivery → CAM) Client Experience & Relationship Management
Exceptional ability to build trust quickly with clients in early engagements
Strong communication and executive presence
Ability to simplify complex solutions into clear, client-relevant narratives Cross-Functional Orchestration
Proven ability to coordinate across multiple functions and stakeholders
Strong alignment skills across Product, Services, Technology, Sales, and Delivery
Skilled in resolving ambiguity and aligning teams around shared outcomes Commercial Awareness
Understanding of how onboarding drives adoption, revenue, and growth
Familiarity with funding models (e.g., D&S) and their role in client strategy
Ability to connect onboarding activities to long-term client value Execution & Operational Discipline
Strong program and delivery management capability
Data-driven mindset with focus on KPIs and continuous improvement
Ability to scale processes into repeatable, consistent operating models Ways of Working (Critical to Success in This Role) 1. Structured, Not Ad Hoc
Drives standardized onboarding frameworks, not one-off approaches
Ensures every client follows a consistent onboarding journey 2. Proactive, Not Reactive
Identifies risks before conversion and early in onboarding
Anticipates client needs and readiness gaps 3. Ownership & Accountability First
Clearly defines who owns what across BD, Delivery, and CAM
Ensures no ambiguity in client ownership during onboarding 4. Client-Centric Mindset
Designs onboarding from the client experience perspective, not internal silos
Focuses on clarity, simplicity, and value in every interaction 5. Integrated with Commercial Outcomes
Treats onboarding as a growth enabler, not just a delivery step
Embeds funding, adoption, and expansion into onboarding design 6. Bridge Builder Across Functions
Acts as the connector between Sales, Delivery, and Account teams
Enables seamless transition across lifecycle stages Experience & Qualifications
8–12+ years in Product Delivery, Implementation, or Client Engagement roles
Demonstrated leadership of delivery or onboarding teams in complex environments
Experience working with financial institutions, payments, or technology solutions preferred
Proven ability to manage large-scale, cross-functional client engagements 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_accommodation@mastercard.com 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 guidelines. In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance)
flexible spending account and health savings account
paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
10 annual paid U.S. observed holidays
401k with a best-in-class company match
deferred compensation for eligible roles
fitness reimbursement or on-site fitness facilities
eligibility for tuition reimbursement
and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time
jury duty leave
and on-site fitness facilities in some locations. Pay Ranges O'Fallon, Missouri: $136,000 - $224,000 USD Purchase, New York: $156,000 - $258,000 USD

Required skills

Security