Customer Operations Specialist

Description:

Mastercard, a global technology company powering economies across over 200 countries and territories, is hiring a Senior Specialist – Product Analyst & Customer Operations to join its Disputes Lifecycle Global Product Team within the Security Solutions division in North York, ON.

This hybrid role combines product analysis, customer operations, and data-driven strategy to support Mastercard’s efforts in enhancing customer satisfaction, driving product innovation, and identifying growth opportunities related to dispute management and resolution services.

The ideal candidate is data-savvy, customer-focused, analytical, and thrives in a fast-paced environment with a global scope. You will be responsible for interpreting customer data and behavior, defining strategic enhancements, supporting stakeholder collaboration, and driving measurable impact across Mastercard's client base.

Key Responsibilities:

• Build strong cross-functional relationships across Product, Regional teams, Customer Services, and Account Management

• Define and track customer usage metrics to uncover trends and drive insight-led decision-making

• Formulate and deliver data-driven product enhancement recommendations to improve satisfaction and retention

• Analyze customer behavior and payment trends to identify growth opportunities and market needs

• Partner with internal stakeholders and customers to implement strategic improvements

• Monitor product performance, proactively raise risks, and track market competitiveness

• Develop reports and executive-level presentations to provide clear visibility on strategy, risks, and outcomes

• Contribute to internal dashboards, performance tracking, and feedback loops for product and operations

Required Skills & Qualifications:

• Demonstrated experience in market analysis, business strategy, and data analytics

• Strong background in customer engagement and stakeholder relationship management

• Familiarity with disputes, chargebacks, payments, and fraud-related products (preferred)

• Skilled in creating data insights and visual storytelling, including experience with dashboard tools (e.g., Tableau, Domo)

• Advanced proficiency in Excel, pivot tables, and executive-level presentations

• Strong communication, documentation, and collaboration skills across global and multicultural teams

• Proactive, self-starter mindset with the ability to lead cross-functional initiatives and deliver measurable results

Why Join Mastercard?
Mastercard is an inclusive, merit-based employer fostering a culture of innovation, equity, and opportunity. The company operates with a clear purpose: to power economies and empower people. Mastercard offers you the chance to make a global impact while working in a diverse, mission-driven environment that values ethics, decency, and forward-thinking leadership.

Corporate Security Commitment:
All Mastercard employees are expected to follow strict information security policies, report violations, and complete security trainings to safeguard corporate assets and customer data.