Lead, Customer Performance
Core
Lead technology operations and customer performance for Mastercard's LAC region, ensuring service health, operational resilience, and strategic partnership with senior customers.
Role type
Senior IC Technology Operations Lead (Customer Performance)
Builds
Operational resilience, customer trust, and strategic technology partnerships for financial institutions and governments in the LAC region.
Domain
Payments / Financial Services / Technology Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Technology operations leadership, incident and crisis management, stakeholder engagement with C-suite, data-driven performance analysis, strategic technology initiatives, cross-functional collaboration, operational risk management, transformation leadership, cloud and distributed systems familiarity, data visualization.
Preferred skills
Experience with observability platforms, modern operational monitoring practices, technical business reviews, executive-level communications.
Technologies
Cloud technologies, distributed systems, observability platforms, performance management tools
Responsibilities
Monitor product health and performance trends by region and customer; facilitate information flow between product and customer-facing teams during incidents; lead tech-to-tech engagements with senior customers; manage stakeholder engagement and provide leadership during major incidents; drive transformation mindset and strategic technology initiatives; identify operational risks and drive corrective actions.
Seniority
Senior, hands-on IC with strategic leadership