Director, Customer Performance

The Director, Customer Performance role will support the newly formed Customer Care Performance Team (CCPT) within Technology and the AP Region.

As a key member of the CCPT AP team, this role will support the region in positioning Mastercard as a preferred technology partner, bringing Mastercard's vision for technology innovation, security and operational excellence to customers.

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, collaborating with stakeholders to address gaps or issues that could impact customer satisfaction.
• Build strong, strategic relationships across GCDC and Global Technology to drive positive outcomes for the region, address escalations and bridge gaps impacting customers.
• Use data and strategic insights to understand customer resilience across the full lifecycle, identifying trends and opportunities for improvement.
• Lead technology-to-technology engagements with senior customer stakeholders, building trust through transparency, openness and accountability while positioning Mastercard as a key partner for innovation, security and transformation.
• Lead stakeholder engagement during major incidents or crises, ensuring effective communication and timely resolution to minimise customer impact.
• Shape and execute strategic technology initiatives that strengthen Mastercard's position in the region while ensuring alignment with broader global priorities.

About You:

• Strong experience in technology operations / service reliability, including managing major incidents, service restoration, root cause analysis and complex technical escalations.
• Experience working across engineering/technical and customer-facing teams, translating technical issues into clear business/customer impact and driving resolution across teams without direct authority.
• Hands-on familiarity with observability and monitoring tools such as Splunk, Grafana or similar platforms.
• Strong strategic thinking and ability to operate effectively in a fast-paced, dynamic environment.
• Demonstrated ability to lead change and transformation, with a continuous improvement mindset and willingness to challenge the status quo.
• Strong leadership and influencing skills, with the ability to build trusted relationships and collaborate effectively across teams and senior stakeholder groups.
• Ability to use data and insights to identify trends, inform decisions and develop scalable solutions.
• Strong customer orientation, with the ability to balance customer needs, technology considerations and broader business priorities.
• Curious and innovative mindset, with a focus on improving processes, outcomes and customer experience.

Corporate Security Responsibility:

• 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.