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Ethoca, a Mastercard company, is seeking a Director, Partner Delivery & Product Strategy to lead a high-impact global team at the intersection of customer delivery, product strategy, and commercial growth. This is a visible leadership role with the opportunity to shape how partners adopt our solutions, influence product direction through market insight, and deliver exceptional customer outcomes at scale across a complex and evolving payments ecosystem.
Job Responsibility
Lead, coach, and develop a high-performing team of customer delivery professionals, creating a culture of accountability, collaboration, and continuous improvement while strengthening the team’s ability to support complex partner needs
Oversee day-to-day delivery operations and resource planning across projects, regions, and priorities to ensure consistent execution, strong customer outcomes, and efficient alignment of team capacity with business demand
Lead strategic partner implementation initiatives, ensuring programs are delivered 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, and help position Ethoca solutions in a way that is commercially compelling, operationally credible, and aligned to business outcomes
Lead product demonstrations and proof-of-value engagements that build customer confidence, highlight strategic product capabilities, and support successful commercial decision-making
Build trusted relationships with prospects and customers, serving as a senior point of credibility from pre-sales through transition to onboarding and helping ensure a strong, consistent customer experience
Translate customer business needs into thoughtful solution designs by combining product expertise, technical understanding, and a strong appreciation of operational workflows
Serve 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, helping strengthen market presence, credibility, and awareness of our solutions
Bring the voice of the customer and market back to Product, sharing feedback, identifying patterns, and helping shape 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
Requirements
Advanced experience leading customer-facing implementation, onboarding, delivery, or technical consulting teams, with a 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 strategic thinking, analytical capability, and sound judgment, with the ability to navigate ambiguity, connect operational detail to broader business goals, and make informed decisions in complex environments
Excellent communication, presentation, and relationship-building skills, with the ability to engage technical, commercial, and executive audiences with clarity and confidence
Strong knowledge of the payments ecosystem, including merchants, issuers, processors, and the broader market dynamics that influence customer priorities and product adoption
Confidence working directly with senior business leaders and cross-functional partners, including Product, Sales, Customer Success, Compliance, Operations, and other strategic stakeholders
Ability to translate technical concepts and product capabilities into clear, compelling business language for non-technical stakeholders in both written and verbal communication
Proven ability to build credibility and influence with technical leaders, business stakeholders, and decision-makers within customer organizations
Flexibility to support global customers across international time zones and travel internationally as needed, up to approximately 20%