Director, Customer Performance

MasterCard; Sydney; On-site; AUD 180,000 - 280,000; Full time

Job summary

Mastercard in Sydney, Australia seeks a Director, Customer Performance to lead the Customer Care Performance Team efforts in technology operations and incident management. You will drive regional resilience, coordinate between product and customer-facing teams, and build partnerships with global tech groups to reduce customer impact and elevate service reliability.

The role emphasizes strategic leadership, data-driven decision making, and a proactive approach to improving processes and customer

Qualifications

• Extensive experience in technology operations and service reliability.
• Translate technical issues into business impact across teams.
• Hands-on with observability and monitoring tools.
• Strong strategic thinking in fast-paced environments.
• Proven leadership and change-management capabilities.

Responsibilities

• Coordinate incident information flow between product and customer teams.
• Monitor health and performance trends across regions and customers.
• Build relationships with GCDC and Global Technology to resolve escalations.
• Use data to identify resilience trends and improvement opportunities.
• Lead tech-to-tech engagements with senior customer stakeholders.
• Lead major incidents with effective communication and timely resolution.
• Shape strategic tech initiatives aligning with global priorities.

Skills

Incident management

Service reliability

Stakeholder engagement

Observability tools

Leadership

Tools

Splunk

Grafana

Job description

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

• 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.