Director,ProductManagement

**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 Management ### Job Overview We are 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. This role owns the end-to-end product strategy for CRM capabilities across the Salesforce ecosystem and contact center technology stack, driving scalable, compliant, and insight-driven support experiences. The Director will play a critical leadership role in modernizing support platforms, enabling agent productivity, and integrating AI-driven capabilities across voice, chat, and digital channels. The ideal candidate brings deep expertise in CRM platforms, contact center technologies, and Salesforce Service Cloud, with a strong understanding of customer support operations, case management, and enterprise service delivery. Reports To VP, Product Management Major Accountabilities Own CRM Platform Strategy & Roadmap \- Define and drive the product vision, strategy, and roadmap. \- Align platform investments to business outcomes including case volume reduction, agent productivity, FCR improvement, and cost efficiency. Lead Platform Modernization & Integration \- Drive evolution of CRM platforms across Salesforce Service Cloud, IVR, Telecom integrations, and omnichannel support systems. \- Ensure seamless integration across voice, chat, digital, and self-service channels, including AI-enabled workflows and a