Director, Product Delivery – Onboarding

Key Responsibilities

• 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:
• Product and services education
• Client enablement sessions
• Defined onboarding milestones and success criteria
• Drive adherence to onboarding standards, timelines, and quality metrics
• Operationalize the formal pre-conversion kickoff model between FI Business Development (BD) and Delivery
• Ensure onboarding teams participate in pre-contract engagement where required
• 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
• Ensure assignment of a dedicated onboarding lead for each client engagement
• Oversee onboarding leads as they serve as: Primary client contact during onboarding, 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
• Drive coordination across: Product and Services Education and Technology, Licensing, Franchise and TRM, Customer Implementation Services (CIS) and Product Application Implementation teams, Technology Account Management (TAM) and Care (CTS), Sales / BD / CAM
• Identify and resolve bottlenecks that impact onboarding timelines or experience
• Ensure onboarding inputs are aligned with implementation requirements and downstream delivery teams
• Ensure onboarding teams deliver structured product education aligned to client use cases
• Partner with Product teams to: Translate product capabilities into client-relevant messaging, Stay current on new products, services, and enhancements, Drive consistency in how Mastercard solutions are introduced and positioned during onboarding
• 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: Align onboarding messaging with commercial strategies and funding utilization, Ensure D&S funding is embedded into client onboarding plans, Reinforce the connection between onboarding activities and long-term revenue growth opportunities
• Track onboarding performance through KPIs, including: Time-to-onboard, Client satisfaction (early lifecycle), 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
• 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: Accountability, Ownership, Client-centric delivery
• Ensure onboarding capability is a distinct, recognized discipline within Product Delivery

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: Accountability, Ownership, Client-centric delivery

Corporate Security Responsibility

• 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
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines