Provides Tier 1 and Tier 2 support for Monday.com and Aha! across the enterprise. Responsibilities include customer onboarding, license validation, workspace configuration, user training, workflow automation, issue resolution, vendor coordination, integration troubleshooting, change request support, platform monitoring, reporting, and maintaining Confluence documentation and training resources.
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
Senior Specialist, Product Management
Overview
This role provides Tier 1 and Tier 2 product support across Monday.com and Aha! users across Mastercard, ensuring seamless onboarding, issue resolution, customer engagement, and vendor coordination. You will work closely with engineering, product, vendor teams, and customers to maintain operational excellence, rollout tool enhancements and drive adoption of Monday.com and integrated tools across the Agile Work Management Tools ecosystem.
Role
• Serve as the primary contact for Monday.com and Aha! support, handling Remedy tickets, onboarding queries, user escalations and vendor management.• Facilitate onboarding of customers to Monday.com and Aha!, including license validation, workspace set up & configuration, user training and user provisioning.• Configure and optimize boards, templates, dashboards, and workflow automations at workspace & enterprise level.• Conduct regular demos and office hours to troubleshoot, train and guide users on best practices for workspace configuration, automation, and new feature rollout.• Partner with engineering and product teams to troubleshoot integration issues, tool enhancements and other customer / vendor queries.• Support CRQ planning and execution as needed for tool configuration updates, API changes, and any other production impacted change request.• Monitor day-to-day platform activity to ensure data quality and platform resiliency is maintained.• Build and manage reporting / documentation through dashboards, DOMO, Confluence and other enterprise reporting tools.• Develop and continuously improve Confluence page and training resources to guide enterprise on best practices and provide key tool updates.
Qualifications
• 5+ years in technical product or program management, preferably in enterprise software or agile work management environments.• Excellent communication and stakeholder management, both internal and external, across global teams.• Deep understanding and/or background of managing platform tools across an enterprise. Experience with Monday.com, Aha! and Jira Cloud / Atlassian ecosystem, a plus.• Experience as a Monday.com or Aha! Sys Admin (or similar SaaS tool) a plus.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
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
Senior Specialist, Product Management
Overview
This role provides Tier 1 and Tier 2 product support across Monday.com and Aha! users across Mastercard, ensuring seamless onboarding, issue resolution, customer engagement, and vendor coordination. You will work closely with engineering, product, vendor teams, and customers to maintain operational excellence, rollout tool enhancements and drive adoption of Monday.com and integrated tools across the Agile Work Management Tools ecosystem.
Role
• Serve as the primary contact for Monday.com and Aha! support, handling Remedy tickets, onboarding queries, user escalations and vendor management.• Facilitate onboarding of customers to Monday.com and Aha!, including license validation, workspace set up & configuration, user training and user provisioning.• Configure and optimize boards, templates, dashboards, and workflow automations at workspace & enterprise level.• Conduct regular demos and office hours to troubleshoot, train and guide users on best practices for workspace configuration, automation, and new feature rollout.• Partner with engineering and product teams to troubleshoot integration issues, tool enhancements and other customer / vendor queries.• Support CRQ planning and execution as needed for tool configuration updates, API changes, and any other production impacted change request.• Monitor day-to-day platform activity to ensure data quality and platform resiliency is maintained.• Build and manage reporting / documentation through dashboards, DOMO, Confluence and other enterprise reporting tools.• Develop and continuously improve Confluence page and training resources to guide enterprise on best practices and provide key tool updates.
Qualifications
• 5+ years in technical product or program management, preferably in enterprise software or agile work management environments.• Excellent communication and stakeholder management, both internal and external, across global teams.• Deep understanding and/or background of managing platform tools across an enterprise. Experience with Monday.com, Aha! and Jira Cloud / Atlassian ecosystem, a plus.• Experience as a Monday.com or Aha! Sys Admin (or similar SaaS tool) a plus.
Corporate Security Responsibility
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:
- Abide by Mastercard's security policies and practices;
- Ensure the confidentiality and integrity of the information being accessed;
- Report any suspected information security violation or breach, and
- Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.
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Provides Tier 1 and Tier 2 support for Monday.com and Aha!, including onboarding, configuration, user training, troubleshooting, vendor coordination, platform monitoring, reporting, documentation, and enhancement rollouts. Partners with engineering, product, and vendor teams to resolve integration issues, manage change requests, maintain data quality, and increase enterprise adoption of agile work management tools.
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