Director, Customer Performance
Core
Director leading the Customer Care Performance Team to ensure product health, manage major incidents, and drive technology-to-technology engagements with senior customer stakeholders.
Role type
Senior IC Director (Technology Operations & Customer Performance)
Builds
Strategic technology initiatives and operational resilience for Mastercard's AP region customers
Domain
Fintech / Digital Payments / Technology Operations
Required skills
Technology operations leadership, major incident management, service reliability, root cause analysis, stakeholder influence, data-driven decision making, observability tool proficiency, strategic thinking, change management
Preferred skills
Experience with Splunk or Grafana, transformation leadership, cross-functional collaboration
Technologies
Splunk, Grafana
Responsibilities
Facilitate information flow between product and customer teams during incidents; Monitor product health and performance trends; Lead technology-to-technology engagements with senior stakeholders; Lead stakeholder engagement during major incidents or crises; Shape and execute strategic technology initiatives
Seniority
Director, strategic leadership & hands-on IC