Director, Customer Performance

About the role

Mastercard is hiring a Director, Customer Performance to join the newly formed Customer Care Performance Team (CCPT) within Technology and the AP Region. As a key member of the CCPT AP team, the role supports the region in positioning Mastercard as a preferred technology partner, bringing its vision for technology innovation, security and operational excellence to customers.

Key responsibilities

• Facilitate the timely and accurate flow of information between product and customer-facing teams during incidents.
• Monitor product health and performance trends across regions, divisions and customers, working with stakeholders to address gaps that could affect customer satisfaction.
• Build strategic relationships across GCDC and Global Technology to drive positive outcomes, resolve escalations and close gaps affecting customers.
• Use data and insights to understand customer resilience across the full lifecycle and identify improvement opportunities.
• Lead technology-to-technology engagements with senior customer stakeholders, building trust and positioning Mastercard as a partner for innovation, security and transformation.
• Lead stakeholder engagement during major incidents or crises, ensuring effective communication and timely resolution.
• Shape and execute strategic technology initiatives aligned with regional goals and broader global priorities.

Required profile

• Strong experience in technology operations and service reliability, including major incident management, service restoration, root cause analysis and complex technical escalations.
• Experience working across engineering/technical and customer-facing teams, translating technical issues into business impact and driving resolution without direct authority.
• Ability to lead change and transformation, with a continuous improvement mindset.
• Strong leadership, influence and relationship-building skills across teams and senior stakeholders.
• Customer orientation, balancing customer needs, technology and business priorities.

Required skills

• Familiarity with observability and monitoring tools such as Splunk, Grafana or similar platforms.
• Ability to use data and insights to inform decisions and develop scalable solutions.