Director, Customer Performance & Incident Excellence

Mastercard Inc.; Sydney; Vor Ort; AUD 180.000 - 280.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Incident management

Service reliability

Stakeholder engagement

Observability tools

Leadership

Tools

Splunk

Grafana

Jobbeschreibung

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