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 Product Manager - Technical II The Switching Solutions team is looking for a passionate, collaborative and experienced Product Manager- Technical II that will provide innovative, secure, and reliable solutions for core Mastercard transaction switching systems. The ideal candidate is passionate about connecting business with technology, highly motivated, and an innovator who embraces, adopts and studies the latest technology trends. In this position you will: • Be responsible for working with various product teams across Mastercard to understand their business needs and translate to business and functional requirements • Work cross-functionally with project managers and engineering teams to gather estimates, create designs and drive the delivery of business and functional requirements • Act as the voice of the customer when writing requirements, reviewing designs and contributing to technical and product documentation • Continuously monitor the delivery of requirements through their entire lifecycle (i.e., testing, production, post-production) All About You: The ideal candidate for this position should: Have an understanding of how payments are processed (four-party model) and what role Mastercard plays Experience of taking ideas from inception to production (i.e., requirements, design, testing, implementation, post-production monitoring) Can deliver high-quality results in fast paced environment with shifting priorities Comfortable building relationships, communicating and partnering with stakeholders across the organization including product, engineering and executives.Demonstrated experience of leading projects: hosting calls, setting agenda, documenting notes, etc. Possess ability to manage multiple projects at once that are in different stages Follow Mastercard's PM-T best practices and contribute lessons learned to broader team Experience working in agile or waterfall project methodology Continuously think of new ways to solve problems and create efficiencies within the broader Switching Solutions team and the Mastercard core network Possess the following skills: active listening, collaboration skills, quickly grasp new concepts, critical thinking, question the status quo and thinking outside the box, willing to wear 'multiple hats 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.

• Visionary Leadership: Completely overhaul the current product roadmap. • Customer-Centric Innovation: Spend significant time in the field to translate customer pain points into software features that delight users. • Agile Execution: Lead the product management team in a high-velocity environment, ensuring the engineering backlog is ruthlessly prioritized for rapid execution and maximum market impact. • Pricing & Packaging: Optimize SaaS pricing models to reflect the value of operational efficiency and risk mitigation. • Cross-Functional Synergy: Partner with Sales and Marketing to arm them with value propositions that wins in the hospital space. • Key Performance Indicators: Own key metrics e.g. LTV, CAC, NRR, ARR, Churn. • Buy vs. Build Analysis: Continuously evaluate the competitive landscape. • Deal Execution: Work alongside executive leadership to perform due diligence, develop integration plans, and ensure that acquired assets deliver immediate value to our core SaaS offering. • Market Positioning: Define the long-term moat for the business, ensuring our product strategy aligns with shifting healthcare reimbursement models and regulatory requirements.

• Own the Zendesk platform roadmap end-to-end; from initial configuration through future enhancements and builds, prioritizing improvements that align with business needs and stakeholder goals • Lead the configuration and administration of Zendesk, including fields, workflows, views, triggers, automations, dashboards, and reporting • Leverage AI capabilities within Zendesk to enhance ticket routing, automate workflows, and improve overall operational efficiency • Gather requirements from business stakeholders, translate them into functional enhancements within the platform, and manage the backlog of system improvements • Proactively identify opportunities to improve Zendesk workflows, UI, and usability and proposing solutions • Partner with Claims, Client Services, Account Management, and IT teams as primary stakeholders, gathering sign-offs and ensuring Zendesk configuration meets the needs of each user group • Support a multi-phase enterprise rollout of Zendesk, coordinating with IT as the platform transitions and expands organization-wide • Manage user roles, permissions, access controls, and data integrity, ensuring governance standards are maintained as the platform scales • Support integrations between Zendesk and internal systems; coordinate testing and deployment of system updates and new builds • Communicate roadmap priorities, system updates, and change management needs to stakeholders at all levels, including leadership sign-off and team-level rollout support • Manage vendor relationships and support cost management and augmentation decisions related to Zendesk • Partner with the training and management team to create documentation, lead onboarding sessions, and promote best practices across all user teams • Provide ongoing end-user support and troubleshooting, serving as the internal subject matter expert for Zendesk across the organization

• Drive the 0-to-1 strategy, incubation, and roadmap for new AI products • Work closely with customers and internal teams to define AI products • Lead discovery for prioritized opportunities • Translate opportunities into product requirements • Define AI evaluation and success criteria • Partner with Engineering and Design through early delivery • Prepare AI products for customer validation, launch, and scale • Partner with Product Marketing and Go-to-Market teams • Use analytics and customer feedback to inform roadmap decisions • Drive cross-functional alignment • Stay ahead of AI product trends