At a Glance
- Tasks: Lead customer performance initiatives and enhance technology partnerships across the AP region.
- Company: Join Mastercard, a global leader in digital payments and innovation.
- Benefits: Competitive salary, comprehensive benefits, and opportunities for professional growth.
- Other info: Dynamic role with a focus on innovation and continuous improvement.
- Why this job: Make a real impact by driving customer satisfaction and technological excellence.
- Qualifications: Experience in tech operations and strong leadership skills required.
The predicted salary is between 60750 - 74250 £ per year.
Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide.
Together with our customers, we’re helping build a sustainable economy where everyone can prosper.
We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible.
Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary 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.
- Role
- 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 All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: 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.
Job Summary Job number: R-293470Date posted : 2026-11-04Profession: Customer Success Employment type: Full time
Director, Customer Performance employer: MasterCard
Mastercard is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a Director of Software Engineering. With a strong emphasis on employee growth, you will have access to cutting-edge tools and resources, as well as opportunities to mentor and lead talented teams across diverse geographies. The company's commitment to data-driven decision-making and AI-assisted development ensures that you will be at the forefront of technological advancements in a dynamic and supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Performance
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MasterCard. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MasterCard before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Performance
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MasterCard:Your cover letter is your chance to shine! Tell us why you want to work at MasterCard specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MasterCard!
How to prepare for a job interview at MasterCard
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
