# Director, Customer Performance

**Company**: Mastercard
**Location**: St. Leonards, Australia
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://mastercard.wd1.myworkdayjobs.com/en-US/CorporateCareers/job/St-Leonards-Australia/Director--Customer-Performance_R-293470?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/director-customer-performance-a6187220-984/

## Description

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.

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## Skills

### Required
- technology operations
- service reliability
- Splunk
- Grafana
- strategic thinking
- leadership
- influencing skills
- data analysis

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Source: [Apply at mastercard.wd1.myworkdayjobs.com](https://mastercard.wd1.myworkdayjobs.com/en-US/CorporateCareers/job/St-Leonards-Australia/Director--Customer-Performance_R-293470?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)