Director, Partner Delivery & Product Strategy

📍 Job Overview

Job Title: Director, Partner Delivery & Product Strategy

Company: Mastercard (Ethoca)

Location: Toronto, Canada (Ethoca)

Job Type: FULL_TIME

Category: Revenue Operations / GTM Strategy / Product Strategy

Date Posted: June 11, 2026

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Lead and develop a high-impact global team at the intersection of customer delivery, product strategy, and commercial growth for Ethoca, a Mastercard company.

• Drive partner adoption of solutions, influence product direction through market insights, and deliver exceptional customer outcomes within the complex payments ecosystem.

• Collaborate closely with Sales, Product, Customer Success, Compliance, and Operations to solve customer challenges and support long-term business expansion.

• Shape pre-sales conversations, demonstrate product value, and translate customer/market feedback into actionable roadmap insights, aligning customer needs with commercial and product strategies.

📝 Enhancement Note: This role is positioned at a senior leadership level, bridging the gap between technical delivery, strategic product planning, and commercial success. The emphasis on "Partner Delivery" suggests a focus on B2B client implementations and ensuring successful integration of Ethoca's solutions within partner environments, which often involves deep collaboration with Sales Engineering, Account Management, and Product teams. The "Product Strategy" component indicates a need to act as the voice of the customer, influencing the product roadmap based on real-world adoption challenges and market opportunities. This is a crucial GTM (Go-To-Market) enablement and product feedback loop role.

📈 Primary Responsibilities

• Lead, coach, and develop a high-performing team of customer delivery professionals, fostering a culture of accountability, collaboration, and continuous improvement to meet complex partner needs.

• Oversee day-to-day delivery operations and resource planning across projects, regions, and priorities to ensure consistent, high-quality execution and efficient alignment of team capacity with business demand.

• Drive strategic partner implementation initiatives, ensuring successful delivery with a strong focus on quality, timeline adherence, stakeholder alignment, and realization of customer value.

• Collaborate with Sales to understand customer objectives, pain points, and workflows, effectively positioning Ethoca solutions to be commercially compelling, operationally credible, and aligned with business outcomes.

• Lead product demonstrations and proof-of-value engagements to build customer confidence, highlight strategic product capabilities, and support successful commercial decision-making.

• Build and maintain trusted relationships with prospects and customers, serving as a senior point of credibility from pre-sales through transition to onboarding, ensuring a strong and consistent customer experience.

• Translate customer business needs into thoughtful solution designs by combining product expertise, technical understanding, and a deep appreciation of operational workflows.

• Act as a trusted subject matter expert in Ethoca products and data, providing strategic guidance to customers and internal stakeholders on capabilities, use cases, and value realization.

• Represent Ethoca externally through conferences, webinars, and thought leadership opportunities to strengthen market presence, credibility, and awareness of solutions.

• Champion the voice of the customer and market back to the Product team, sharing feedback, identifying patterns, and contributing to future enhancements and strategic priorities.

• Contribute to broader strategic growth and transformation initiatives, including new product launches, business improvements, and cross-functional programs that advance Ethoca’s market position.

📝 Enhancement Note: The responsibilities clearly indicate a dual focus: operational excellence in delivery and strategic input into product development. The emphasis on "shaping pre-sales conversations," "demonstrating product value," and "translating customer and market feedback into roadmap insight" highlights the critical link between this role and the GTM strategy. This Director will be instrumental in ensuring that the sales process is supported by credible delivery planning and that product development is informed by real-world partner needs and market dynamics. The need to "translate technical concepts into clear, compelling business language" is a key requirement for this liaison role.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Business, Technology, Engineering, or a related field is typically expected for a Director-level role. An MBA or advanced degree could be beneficial.

Experience: Advanced experience (10+ years) leading customer-facing implementation, onboarding, delivery, or technical consulting teams, with a proven track record of developing talent and driving strong execution. Experience in sales engineering, solutions consulting, or a similar customer-facing role within a B2B technology environment, ideally with exposure to APIs, SFTP, and implementation-driven workflows. Strong knowledge of the payments ecosystem, including merchants, issuers, processors, and broader market dynamics.

Required Skills:

• Team Leadership & Development: Proven ability to lead, coach, and develop high-performing delivery teams, fostering accountability and continuous improvement.

• Customer Delivery Management: Expertise in overseeing day-to-day delivery operations, resource planning, and strategic implementation initiatives to ensure quality, timeline adherence, and value realization.

• Product Strategy & Roadmap Influence: Ability to translate customer needs and market feedback into actionable insights for product development and strategic roadmap planning.

• Sales Engineering & Solutions Consulting: Experience in pre-sales engagements, product demonstrations, proof-of-value activities, and translating technical capabilities into business value.

• Payments Ecosystem Knowledge: Deep understanding of merchants, issuers, processors, and market dynamics influencing product adoption and customer priorities.

• Strategic Thinking & Judgment: Strong analytical capabilities, ability to navigate ambiguity, connect operational details to business goals, and make informed decisions in complex environments.

• Communication & Presentation: Excellent ability to engage technical, commercial, and executive audiences with clarity and confidence, both verbally and in writing.

• Relationship Building & Influence: Proven ability to build trusted relationships and influence senior business leaders, technical stakeholders, and decision-makers.

• Technical Acumen: Understanding of APIs, SFTP, and implementation-driven workflows relevant to B2B technology solutions.

• Cross-functional Collaboration: Confidence working directly with Product, Sales, Customer Success, Compliance, Operations, and other strategic stakeholders.

Preferred Skills:

• Global Project Management: Experience managing complex, geographically dispersed projects and teams.

• Public Speaking & Thought Leadership: Experience representing a company at conferences, webinars, and in other thought leadership capacities.

• Solution Design: Ability to translate complex business needs into well-defined solution designs.

• Data Analysis: Proficiency in analyzing data to identify trends, inform strategy, and measure value realization.

📝 Enhancement Note: The "All About You" section strongly implies that "Sales Engineering" and "Solutions Consulting" are critical backgrounds for this role, underscoring the importance of pre-sales technical expertise and the ability to articulate product value in a commercial context. The emphasis on "implementation-driven workflows" and specific technologies like "APIs" and "SFTP" points to the need for practical, hands-on technical understanding within the context of B2B SaaS delivery. The "payments ecosystem" knowledge is a significant differentiator.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Delivery Excellence Case Studies: Showcase successful end-to-end partner implementations, detailing project scope, challenges, solutions implemented, and quantifiable business outcomes (e.g., improved efficiency, faster adoption, increased revenue for partners).

• Product Demonstration & Value Proposition Examples: Provide examples of how complex product features were effectively demonstrated to diverse audiences (technical, business, executive) and how the value proposition was articulated to drive commercial decisions.

• Solution Design Artifacts: Include anonymized examples of solution designs, workflow diagrams, or technical specifications created to address specific partner business needs and integrate Ethoca solutions.

• Market Insight & Product Feedback Documentation: Demonstrate how customer feedback and market trends were captured, analyzed, and translated into concrete recommendations for product enhancement or strategic direction.

Process Documentation:

• Implementation & Onboarding Frameworks: Evidence of developing or managing structured processes for partner onboarding and solution implementation, focusing on efficiency, scalability, and customer satisfaction.

• Workflow Optimization Strategies: Examples of how existing delivery or implementation processes were analyzed and optimized for better performance, reduced cycle times, or improved resource utilization.

• Cross-functional Collaboration Playbooks: Documentation or descriptions of protocols for effective collaboration with Sales, Product, Customer Success, and Operations teams to ensure seamless customer journeys and strategic alignment.

📝 Enhancement Note: For a role at this level, a portfolio is crucial. It should not just list achievements but tell a story of impact. For delivery, focus on process improvement and successful outcomes. For product strategy, highlight the ability to synthesize market needs into actionable product requirements. Demonstrating a structured approach to problem-solving and cross-functional collaboration will be key. The "implementation-driven workflows" mentioned in the requirements suggest showcasing examples of how technical integrations were managed and successful.

💵 Compensation & Benefits

Salary Range: Toronto, Canada: $138,000 - $221,000 CAD per year.

Benefits:

• Competitive salary package within the indicated range.

• Eligibility to participate in a discretionary annual incentive program, reflecting performance-based rewards.

• Comprehensive benefits package typical for a global financial technology company like Mastercard, which usually includes health, dental, vision insurance, retirement savings plans (e.g., RRSP matching), paid time off (vacation, sick leave, holidays), and potential for employee stock purchase plans or other long-term incentives.

Working Hours: The role is listed as FULL_TIME, implying approximately 40 hours per week. However, given the global team and customer base, flexibility will be required to accommodate international time zones and potential travel.

📝 Enhancement Note: The provided salary range is specific to Toronto, Canada. As a Director-level role at a major corporation like Mastercard, the benefits package is expected to be robust and competitive, likely including comprehensive health and wellness programs, retirement planning, and performance-related bonuses. The mention of a "discretionary annual incentive program" is a key component of the compensation structure. The travel requirement (up to 20%) should be factored into the overall compensation and work-life balance consideration.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Technology (FinTech) / Payments. Mastercard is a global leader in payments technology, and Ethoca (a Mastercard company) specializes in fraud prevention and dispute resolution for merchants and issuers. This industry is characterized by rapid innovation, stringent security requirements, and a focus on seamless, secure transactions.

Company Size: Mastercard is a large, multinational corporation with tens of thousands of employees globally. Ethoca, as a division within Mastercard, likely operates with a degree of autonomy while leveraging the resources of the parent company. This size offers stability and extensive resources but may also mean navigating larger corporate structures.

Founded: Mastercard was founded in 1966, and Ethoca was founded in 2005, acquired by Mastercard in 2015. This history provides a foundation of expertise and market presence.

Team Structure:

• The role leads a team of Delivery Managers, suggesting a hierarchical structure within the Partner Delivery function.

• This team will work closely with Sales, Product Management, Customer Success, Compliance, and broader Operations teams.

• Reporting lines likely involve a senior leader within the Ethoca or Mastercard organization, potentially VP of GTM, VP of Product, or VP of Operations. Methodology:

• Data-Driven Decision Making: Emphasizing the use of data from customer interactions, market trends, and product performance to inform strategy and decision-making.

• Customer-Centric Approach: A strong focus on understanding and meeting customer needs, ensuring value realization, and building lasting relationships.

• Agile/Iterative Product Development: While not explicitly stated, B2B technology companies like Ethoca often employ agile methodologies for product development and delivery.

• Process Optimization: Continuous effort to refine delivery processes, implementation workflows, and cross-functional collaboration for increased efficiency and effectiveness.

Company Website: https://www.mastercard.com/ and https://www.ethoca.com/

📝 Enhancement Note: Understanding Ethoca's specific role within Mastercard is crucial. Ethoca focuses on enhancing the digital commerce ecosystem by reducing fraud and improving the customer experience through data sharing between merchants and issuers. This context is vital for understanding the "payments ecosystem" knowledge requirement. The culture is likely a blend of Mastercard's corporate rigor and Ethoca's more specialized, agile FinTech environment.

📈 Career & Growth Analysis

Operations Career Level: Director, Partner Delivery & Product Strategy. This is a senior leadership position responsible for a global team and influencing both execution (delivery) and strategy (product). It signifies a transition from individual contribution or team management to broader functional leadership and strategic impact.

Reporting Structure: The Director will report to a more senior executive, likely a VP or SVP overseeing GTM, Product, or a specific business unit. They will, in turn, manage a team of Delivery Managers. This structure allows for direct influence on departmental strategy and execution.

Operations Impact: This role has a direct impact on revenue through successful partner adoption and retention. By influencing product strategy based on market needs, it ensures Ethoca's offerings remain competitive and relevant, driving future commercial growth. Effective delivery ensures customer satisfaction, which is a key driver of renewals and upsells.

Growth Opportunities:

• Leadership Expansion: Potential to expand the scope of responsibility, manage larger teams, or oversee multiple functional areas within GTM or Product.

• Strategic Product Leadership: Transition into a more senior Product Management or Product Strategy role, focusing on long-term vision and market positioning.

• Broader GTM Leadership: Move into a more comprehensive GTM leadership role, overseeing elements like Sales Enablement, Partner Management, or Go-to-Market Operations.

• Executive Influence: Opportunities to contribute to executive-level strategic planning and decision-making within Mastercard.

• Industry Recognition: Potential to become a recognized thought leader in fraud prevention, dispute resolution, and digital commerce through external representation.

📝 Enhancement Note: The career trajectory for this role is strong, offering pathways into senior product leadership, broader GTM strategy, or executive management within Mastercard. The dual nature of the role—balancing delivery execution with strategic product input—provides a unique skillset that is highly valued in the FinTech industry. The ability to influence product roadmaps based on real-world delivery challenges is a significant differentiator for career progression.

🌐 Work Environment

Office Type: The role is designated as "On-site" in Toronto, Canada. This suggests a traditional office environment where collaboration and in-person interaction are prioritized.

Office Location(s): Toronto, Ontario, Canada. This location is a major hub for technology and finance, offering access to a skilled talent pool and a vibrant business community.

Workspace Context:

• Collaborative Environment: The on-site requirement indicates an expectation for active participation in team meetings, brainstorming sessions, and cross-functional discussions.

• Technology-Rich: As a FinTech company, expect access to modern collaboration tools, robust IT infrastructure, and potentially specialized software for project management and communication.

• Team Interaction: Opportunities to engage directly with colleagues from Delivery, Sales, Product, and other departments, fostering strong working relationships and knowledge sharing.

Work Schedule: Standard full-time hours (approximately 40 hours per week) are expected. However, the global nature of the role and customer base may necessitate flexibility to attend meetings or address urgent issues outside of typical business hours, especially when collaborating with teams in different time zones.

📝 Enhancement Note: The "On-site" designation in Toronto implies a commitment to a physical workspace, which is often preferred for roles involving significant team leadership, complex stakeholder management, and hands-on product strategy discussions. This environment can foster stronger team cohesion and more spontaneous problem-solving.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a recruiter or hiring manager screen to assess basic qualifications, experience, and alignment with the role's core requirements.

• Hiring Manager Interview: In-depth discussion focusing on leadership experience, strategic thinking, understanding of the payments ecosystem, and approach to team management and product strategy.

• Team/Peer Interviews: Meetings with Delivery Managers, Product Managers, Sales leaders, or Customer Success representatives to assess collaboration style, technical depth, and cultural fit.

• Case Study/Presentation: A common element for Director-level roles. This could involve analyzing a hypothetical partner challenge, developing a strategic product recommendation, or presenting a past successful implementation case study. The focus will be on problem-solving, strategic thinking, communication, and understanding of delivery/product principles.

• Executive Interview: A final interview with a senior leader (e.g., VP) to evaluate strategic alignment, executive presence, and overall fit for the organization.

Portfolio Review Tips:

• Quantify Impact: For delivery projects, use metrics (e.g., time saved, revenue impact, adoption rates) to demonstrate the value delivered.

• Showcase Strategic Thinking: For product strategy, clearly articulate the problem, your analysis, proposed solutions, and the rationale behind your recommendations. Use market data and customer insights to support your points.

• Highlight Process Improvement: Demonstrate your ability to analyze and optimize workflows. Show how you've improved delivery efficiency or product development processes.

• Tailor to the Role: Emphasize experience relevant to B2B technology, payments, APIs, and cross-functional collaboration.

Challenge Preparation:

• Understand Ethoca's Business: Research Ethoca's solutions, target market, and competitive landscape. Understand their role within Mastercard.

• Prepare for Payments Ecosystem Questions: Be ready to discuss current trends, challenges, and opportunities in payments, fraud, and disputes.

• Practice Articulating Value: Develop clear, concise explanations of how technology solutions solve business problems, catering to both technical and non-technical audiences.

• Develop Leadership Scenarios: Be prepared to discuss your leadership philosophy, how you develop talent, and how you handle challenging team dynamics or project issues.

📝 Enhancement Note: The interview process for a Director-level role at a company like Mastercard will be rigorous and multi-faceted. A strong portfolio is essential, as it provides concrete evidence of past performance and strategic capabilities. The case study or presentation component is critical for assessing practical application of skills and strategic thinking. Preparing to discuss both the "delivery" and "product strategy" aspects of the role is paramount.

🛠 Tools & Technology Stack

Primary Tools:

• CRM: Salesforce (or similar CRM) for managing sales pipelines, customer interactions, and partner data.

• Project Management Software: Jira, Asana, Monday.com, or similar tools for tracking project progress, task management, and team collaboration on implementations.

• Collaboration & Communication: Microsoft Teams, Slack, Zoom for daily communication, virtual meetings, and team coordination.

• Productivity Suite: Microsoft Office Suite (Word, Excel, PowerPoint) or Google Workspace for documentation, presentations, and data analysis.

Analytics & Reporting:

• Business Intelligence Tools: Tableau, Power BI, Looker for creating dashboards, analyzing delivery metrics, and reporting on customer success and product adoption.

• Data Analysis Tools: Excel (advanced functions, pivot tables), potentially SQL for querying databases if involved in deeper data analysis.

CRM & Automation:

• Integration Platforms: Understanding of how APIs and SFTP (as mentioned in requirements) are used for data exchange and system integration is critical. Experience with integration platforms (e.g., MuleSoft, Dell Boomi) could be a plus.

• Customer Success Platforms: Gainsight, or similar, for managing customer health, onboarding, and retention efforts.

📝 Enhancement Note: While specific tools aren't listed, the nature of the role in a B2B FinTech environment implies proficiency with standard enterprise software. The emphasis on "APIs" and "SFTP" means direct experience or a strong understanding of how these technologies facilitate integration and data transfer is essential. The ability to leverage data from CRM and BI tools for strategic decision-making and reporting on delivery success will be key.

👥 Team Culture & Values

Operations Values:

• Integrity & Trust: Upholding high ethical standards, especially crucial in financial services and fraud prevention.

• Customer Focus: Prioritizing customer needs and success in all delivery and strategic planning efforts.

• Innovation: Continuously seeking new and better ways to solve problems, improve processes, and enhance product offerings.

• Accountability: Taking ownership of team performance, project outcomes, and strategic contributions.

• Collaboration: Working effectively across teams and with partners to achieve shared goals.

• Data-Driven Excellence: Utilizing data to inform decisions, measure impact, and drive continuous improvement.

Collaboration Style:

• Cross-functional Partnership: A proactive and integrated approach to working with Sales, Product, Customer Success, and Operations to ensure seamless customer journeys and strategic alignment.

• Open Communication: Encouraging transparent and direct communication channels to address challenges and share insights effectively.

• Feedback-Oriented: A culture that values constructive feedback for continuous improvement of both processes and individual performance.

• Knowledge Sharing: Promoting the exchange of best practices, lessons learned, and market intelligence across teams.

📝 Enhancement Note: Mastercard's corporate values likely permeate Ethoca's culture, emphasizing integrity, customer focus, and innovation. The "Director, Partner Delivery & Product Strategy" role is inherently collaborative, requiring strong interpersonal skills and a commitment to building bridges between different functional areas to achieve common objectives. The emphasis on data-driven decision-making and process optimization aligns with typical operations and GTM culture.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Delivery Demands with Strategic Input: Effectively managing day-to-day delivery operations while dedicating sufficient time and focus to strategic product planning and market analysis.

• Navigating a Complex Payments Ecosystem: Staying abreast of evolving regulations, technologies, and competitive pressures within the global payments and fraud prevention landscape.

• Influencing Product Roadmap without Direct Authority: Driving product changes based on market feedback requires strong influence, negotiation, and communication skills, as this role doesn't directly manage the product development team.

• Managing Global Teams and Stakeholders: Coordinating efforts across different regions, cultures, and time zones, ensuring consistent execution and communication.

• Demonstrating ROI for Delivery Investments: Clearly articulating the business value and return on investment for partner implementation efforts and product enhancements.

Learning & Development Opportunities:

• Deepening Payments Expertise: Opportunities to gain advanced knowledge of specific payment rails, fraud mitigation techniques, and regulatory compliance.

• Strategic Product Management Skills: Exposure to product lifecycle management, market analysis, and strategic planning frameworks.

• Executive Leadership Development: Access to leadership training programs and mentorship opportunities within Mastercard.

• Cross-functional Exposure: Gaining a holistic understanding of the business by working closely with Sales, Marketing, Product, Engineering, and Operations.

• Thought Leadership Development: Opportunities to build personal brand and industry recognition through external speaking and writing.

📝 Enhancement Note: The challenges highlight the strategic nature of the role, requiring a blend of operational rigor and forward-thinking strategic input. The growth opportunities are well-defined, offering clear paths for career advancement within both specialized (payments, product) and broader leadership domains.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to translate complex customer needs into a technical solution design. What was your process, and what was the outcome?" (Focus on problem-solving, technical understanding, and communication.)

• "How do you balance the demands of day-to-day partner delivery with the need for strategic product input? Provide an example." (Assess prioritization, time management, and strategic thinking.)

• "Imagine a key partner is struggling to adopt a new feature. How would you approach diagnosing the issue and working with them and our product team to resolve it?" (Evaluate problem-solving, collaboration, and customer-centricity.)

• "What are the key drivers of success in partner delivery within the payments ecosystem, and how would you ensure your team consistently achieves them?" (Test industry knowledge, strategic planning, and operational focus.) Company & Culture Questions:

• "What do you know about Ethoca and its role within Mastercard? How do you see our product strategy evolving in the next 2-3 years?" (Assess research, strategic foresight, and understanding of the business.)

• "Describe your leadership style and how you foster a high-performing, accountable team culture." (Evaluate leadership philosophy and team-building approach.)

• "How do you ensure effective collaboration between delivery teams, sales, and product management?" (Gauge cross-functional communication and partnership skills.)

• "What are the most critical metrics for measuring success in both partner delivery and product strategy impact?" (Assess analytical skills and understanding of key performance indicators.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role and approach, the solution implemented, and the measurable results.

• Focus on Impact: Quantify achievements wherever possible. Use metrics to demonstrate the value of your work to partners and the business.

• Showcase Strategic Thinking: Explain the "why" behind your decisions. How did your actions align with broader business goals or market opportunities?

• Be Prepared for Deep Dives: Anticipate questions about technical details, challenges encountered, and alternative approaches you considered.

• Tailor to the Role: Emphasize projects that involve B2B technology, complex implementations, payments, and cross-functional collaboration.

📝 Enhancement Note: Preparation should focus on demonstrating a strategic mindset, strong leadership capabilities, and a deep understanding of the payments industry and B2B technology delivery. Be ready to articulate how you bridge the gap between technical execution and business strategy, and how you leverage data and market insights to influence product direction.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Mastercard careers portal via the provided URL.

• Tailor Your Resume: Highlight experience in team leadership, customer delivery, product strategy, sales engineering, and the payments ecosystem. Use keywords from the job description such as "Partner Delivery," "Product Strategy," "B2B Technology," "API," "SFTP," and "Payments Ecosystem." Quantify achievements with specific metrics.

• Prepare Your Portfolio: Compile case studies showcasing successful partner implementations, product demonstrations, solution designs, and examples of how you've translated market feedback into product recommendations. Ensure it highlights your strategic thinking and impact.

• Research Ethoca and Mastercard: Understand their mission, products, market position, and recent news. Familiarize yourself with the challenges and opportunities in the fraud prevention and dispute resolution space.

• Practice Your Responses: Prepare for common interview questions related to leadership, strategy, problem-solving, and your experience in the payments industry. Be ready to present your portfolio and discuss your approach to challenges.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.