Director, Customer Performance & Tech Excellence

Mastercard Inc.

St Leonards

On-site

AUD 180,000 - 240,000

Full time

4 days ago

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Job summary

Mastercard Inc. is seeking a Director, Customer Performance to support the newly formed CCPT within Technology and the AP Region.

You will facilitate incident information flow, monitor regional product health, and drive customer-focused improvements while partnering with senior stakeholders to position Mastercard as a trusted partner in innovation and security. The role emphasizes leading major incidents, translating technical issues into business impact, and shaping strategic initiatives that

Qualifications

Strong experience in technology operations / service reliability and incident management.
Ability to translate technical issues into business impact and drive resolution across teams.
Hands-on familiarity with observability and monitoring tools like Splunk or Grafana.
Strategic thinker who operates well in fast-paced environments and leads transformation.

Responsibilities

Facilitate flow of information between product and customer-facing teams during incidents.
Monitor product health and performance trends across regions and customers.
Build relationships across GCDC and Global Technology to drive regional outcomes.
Use data and insights to understand customer resilience and identify improvement opportunities.
Lead technology-to-technology engagements with senior customer stakeholders.
Lead stakeholder engagement during major incidents or crises with effective communication.
Shape and execute strategic technology initiatives aligning with global priorities.