Manager, Product Management

Mastercard
United States
Workplace: OnsiteFull timeUSD 130,000 - 221,000 annuallyFunction: Communications, PR & CommunityExperience: 10+ yearsSkills: ["Voice","IVR","Genesys Cloud","Conversational AI","DNIS","Routing","Stakeholder management","Requirements documentation","Data driven decision making","Executive communication"]

Lead the voice-channel product strategy, roadmaps, and execution for Mastercard’s IVR, Genesys Cloud, and Conversational AI initiatives. Define requirements, coordinate with engineering and vendors, drive modernization (Genesys migration, self-service), ensure multi-region reliability, and deliver measurable business outcomes across enterprise environments.

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FursaFursa
Mastercard
Mastercard
2 months ago

Manager, Product Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Status: Live
Reposted: similar role first listed 7 months ago

Job Summary

Lead the voice-channel product strategy, roadmaps, and execution for Mastercard’s IVR, Genesys Cloud, and Conversational AI initiatives. Define requirements, coordinate with engineering and vendors, drive modernization (Genesys migration, self-service), ensure multi-region reliability, and deliver measurable business outcomes across enterprise environments.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Own the end-to-end product strategy for voice channels, including IVR, call routing, agent experiences, and Conversational AI integrations.
  • •Define and manage the product roadmap aligned to business priorities, operational efficiency, and customer experience goals.
  • •Drive modernization initiatives such as Genesys migration and voice self-service enablement.
  • •Act as product owner for Genesys Cloud capabilities including call flows, queues, skills, DNIS-based routing, reporting, and integrations.
  • •Lead requirement-gathering sessions (e.g., JADs), translate business needs into clear product and functional requirements, and drive alignment to decisions.

Pay and Benefits

Salary: USD 130,000 - 221,000 annually
Perks:Health Insurance401kPaid Leave

Key Requirements

  • •10+ years of experience in Product Management, with strong focus on Voice / Contact Center platforms.
  • •Hands-on experience with Genesys Cloud (IVR, routing, queues, DNIS, reporting).
  • •Proven experience delivering Conversational AI or IVR self-service solutions.
  • •Strong background in requirements documentation (FRD/BRD, decision logs).
  • •Ability to translate complex technical concepts into business-friendly language.
Experience:10+ yearsPaymentsFinancial servicesSaaS
Skills:VoiceIVRGenesys CloudConversational AIDNISRoutingStakeholder managementRequirements documentationData driven decision makingExecutive communication
Languages:English
Tech Stack:Genesys CloudConversational AIIVRDNISCall routingVoice channelsVUI

Company Brief

Mastercard
Mastercard is a global payments and technology company that processes transactions, provides fraud prevention and data services, and builds payment infrastructure for consumers, businesses, merchants and governments across 200+ countries.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Purchase, New York, United States
Founded: 1966
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