Vaibhav Bajpai

About Vaibhav Bajpai

Curious Explorer at heart and a Fintech/Product Leader by profession.With over two decades of experience across FinTech, Payments, Online Retail and Global Delivery ecosystems, I thrive at the intersection of technology, people, and purpose. Whether it\'s simplifying complex payment flows, building and nurturing high-impact teams, or making tech more approachable, I attempt to bring a product-first mindset to everything I do. My north star?Empowering teams, enabling customers, and elevating solutions that create lasting business value, all while fostering a culture of curiosity, continuous learning, and community-led innovation.I often bring storytelling into the mix, whether through workshops, coaching, or content, because I believe the right narrative can inspire teams, unlock potential, and drive transformation across both corporate and non-profit ecosystems. Core strengths & what I bring to the table: Leader of high-performing, globally distributed teams Deep domain expertise in Payments, FinTech & Online Retail Track record of product innovation and go-to-market execution Facilitator of Design Thinking, Business Agility & Storytelling workshops Advocate of Quality Engineering, Agile, DevOps & Continuous Delivery practices Strategic thinker with hands-on experience in coaching, mentoring, and capability building Due-Diligence & assessments of business functions for tech and business Integration of acquisitionsLet’s connect if:You want to jam on how to humanize tech.You seek coaching or perspective on navigating your career developmentYou believe in building better teams, better products, and better work experiences.You’re looking for a product leader who combines systems thinking with storytelling.I am curious to explore aspects related to Product Management, Leadership, System Design and Career/Product/Tech Consulting and equally committed to growing through shared learning. My writing on LinkedIn reflects this journey and covers themes like: Product Management Engineering & Technology trends & anti-patterns Navigating career and adapting to corporate work culture Enterprise transformation & building high-performance teams Curious musings, personal experiences where I unpack what catches my eye Hacking travel & lifestyle through Points & Miles Passion for philately and forgotten hobbies

Experience

1. Director, Global Customer Delivery & Care

   Mastercard

   Jul 2025 — Present · Pune, IN

   Leading 30+ member Customer Operations Triage & Collaboration (COTC) team across India, Australia, USA & Brazil, which serves as a strategic bridge between Product, Customer Support and Engineering, driving faster resolution of high-impact issues. By leveraging data-driven triage, root-cause analysis, and proactive collaboration with Site Reliability Engineering teams, COTC enhances system reliability, reduces escalations, and elevates overall customer experience- Drive customer success by managing complex, high-impact technical escalations from the Global Customer Care & Product Operations teams- Lead a cross-geographical team for rapid triage and resolution of critical customer issues, minimizing downtime and enhancing satisfaction- Collaborate cross-functionally with Product, Engineering, and Platform teams to identify root causes and implement long-term solutions- Translates customer insights into actionable feedback loops that influence product improvements, process optimization, and service reliability- Champion a data-driven approach to continuous improvement, reducing open ticket volumes and improving customer experience at scale.

Education

• Delhi University

  Bachelor's degree, Chemistry

• Birla Institute of Technology, Mesra

  Masters, Computer Applications

• St.Columba's School

  Class XII, Computer Science

• Sri Venkateswara College , Delhi University

  B.Sc (Hons), Chemistry

Skills

• Enterprise Management Systems
• Certified Scrum Master Csm
• Certified Scrum Product Owner Cspo
• Bpaas
• Java
• Software Development
• Scrum
• Platform Architecture
• Tomcat
• Technology Operations
• Software Project Management
• Agile Methodologies
• Systems Reliability
• Program Management
• IT Operations
• Soa
• Pre-Sales
• Build & Deployment Systems
• Java Enterprise Edition
• Software Lifecycle
• Paas
• Iaas
• Software Release Processes
• Systems Monitoring
• Agile
• Agile Project Management
• Web Services
• Information Systems
• Social Commerce
• System Monitoring
• Software Product Management
• Saas
• Architecture
• Requirements Analysis
• Search Experience
• Cloud Computing
• Perl
• Software Architecture
• Continuous Integration