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, easy, 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 - CRM Platform
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 automat

📌 Director, Product Management (Pune)
🏢 Mastercard
📍 Pune