Director of Acceptance Experience, Global Acceptance Solutions Product Management


June 11, 2021

Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Job Title
Director of Acceptance Experience, Global Acceptance Solutions Product Management
Director of Acceptance Experience, Global Acceptance Solutions Product Management
Together with regional Merchant and Acceptance teams and cross-functional partners around the globe, Global Acceptance Solutions works to expand merchant acceptance and help merchants and acquirers grow their businesses through Acceptance solutions and programs. At its essence, building acceptance is about driving the secular shift from cash to electronic payments, with the promise of giving consumers the best payment experience – one that’s fast, convenient and secure. As payments extend across channels and devices and the lines between physical and digital commerce blur, the expectation among consumers for frictionless experiences and the availability of tools to deliver frictionless experiences is only increasing. At the same time, there are many forces that can introduce friction into the checkout experience whether driven by regulatory requirements, sub-optimal product implementations, or local nuances, placing Mastercard at risk of not only losing transactions but also disintermediation. This is why within the Product Management team in Global Acceptance, we have a dedicated focus on driving a quality experience at checkout across Acceptance solutions – it’s about delivering on our brand and product value propositions.
The Director of Acceptance Experience will be responsible for developing and executing a global strategy to drive frictionless consumer experience at the Point of Sale (POS) across Acceptance solutions. This will involve developing a deep understanding of how the POS experience is created and the roles different players in the Acceptance ecosystem (e.g. acquirers, terminal providers, ISVs) play in creating that experience. This starts with the transaction flow but extends to branding and cashier interactions – all of the elements that contribute to making or breaking a consumer experience. It will involve the development of best practices and product standards to improve the POS experience, establishment of KPIs to measure experience quality, and ownership of initiatives to drive compliance around the standards at an industry level. This Director will also develop a repeatable framework and Go-to-market model that can be replicated across solution types. Last, this Director will pursue the development of new solutions that can remove friction from the checkout experience. Critical for success in this role is working cross-functionally with partners in C&I, LFI, Customer Experience, O&T and across the Regions.
  • Define standards, SLAs, requirements and deployment process improvements to deliver the optimal checkout experience across products
  • Establish, own, and evolve a framework to measure acceptance experience quality
  • Develop and execute a go-to-market strategy to achieve consistency at checkout, including assessment of key stakeholders for distribution, markets, assets and resources needed, implementing best practices and acceptance experience standards, and tracking/measuring success
  • Define Acceptance Quality KPIs and implement competitive benchmarking to inform market opportunities
  • Drive usage of the Spot Acceptance App, an internal resource used by employees to report acceptance issues encountered at the point of sale, through ownership of product development and expansion of the Spot App campaign pipeline
  • Explore development of new product solutions and tools that can remove friction from the consumer experience at the POS
  • Create case studies and Go-to-market materials to showcase impact of best practices and support customer engagement

All About You
  • Passion for consumer experience, and process optimization
  • Self-starter with an ability to identify market opportunity through data-driven insights
  • Product management and product development experience / Proficiency working with technical concepts and partners
  • Excellent communication (written and verbal) skills with ability to simplify complex concepts, communicate across audience levels, and develop compelling narratives
  • Excellent project management skills – proven ability to launch and manage large, cross-functional initiatives
  • Ability to partner with and influence key stakeholders
  • Acquiring and Merchant payments experience desired
  • Bachelor’s required, MBA preferred

Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.
Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
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