Own the product vision, roadmap, and backlog for AgentConnect platform capabilities, aligning business needs, customer experience outcomes, and technology strategy.
Use Mastercard’s Working Backwards methodology to decompose customer and business problems into well-defined platform features, user stories, and acceptance criteria.
Partner closely with Engineering, Technical Program Managers, UX, Operations, and Business Stakeholders to deliver high‑quality, scalable platform solutions.
Act as the voice of the customer and the agent, ensuring AgentConnect capabilities improve efficiency, consistency, compliance, and overall experience.
Identify capability gaps and charter new platform services that enable reuse, extensibility, and long-term modernization.
Make informed trade‑off decisions by balancing scope, value, risk, and delivery timelines while continuously adjusting priorities based on feedback and outcomes.
Leverage metrics, insights, and runtime performance data as a feedback loop to refine the backlog and drive continuous improvement.

Requirements

Advanced expertise in technical product management for platforms, systems, or large-scale enterprise solutions.
Strong ability to translate complex business, operational, and technical requirements into clear product features and user stories.
Proven experience collaborating with engineering and design teams to deliver end‑to‑end product capabilities.
Deep understanding of customer experience, agent workflows, and case or interaction management systems.
Excellent written and verbal communication skills, with the ability to articulate product vision, priorities, and trade‑offs to diverse stakeholders.
Experience with contact center technologies, agent desktops, CRM, case management, or workflow orchestration platforms.
Familiarity with cloud-native platforms, APIs, integrations, and data-driven product decisioning.
Strong analytical mindset with the ability to use metrics, KPIs, and insights to guide prioritization and measure success.
A continuous improvement mindset, always looking for opportunities to simplify, scale, and enhance platform value.

Benefits

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical product managementproduct featuresuser storiesacceptance criteriacloud-native platformsAPIsintegrationsdata-driven decisioningmetricsKPI

Soft Skills

communication skillsanalytical mindsetcollaborationcustomer experience understandingcontinuous improvement mindsettrade-off decision makingprioritizationarticulation of product visionproblem decompositionstakeholder engagement