Director, Customer Performance & Tech Reliability

Mastercard Inc.; St Leonards; On-site; AUD 180,000 - 230,000; Full time

Job summary

Mastercard seeks a Director, Customer Performance to support the AP Region's Customer Care Performance Team within Technology. The role focuses on incident coordination, product health monitoring, and strategic engagement with senior customer stakeholders to position Mastercard as a trusted technology partner.

You will lead cross-functional efforts spanning engineering and customer-facing teams, driving improvements in technical resilience, security, and operational excellence for customers

Qualifications

• Experience in technology operations and service reliability.
• Experience collaborating across engineering and customer teams to translate issues into business impact.
• Hands-on familiarity with observability/monitoring tools such as Splunk or Grafana.
• Strong strategic thinking and ability to operate in a fast-paced environment.
• Demonstrated leadership and influencing skills across teams and stakeholders.
• Ability to use data to identify trends and drive decisions for customers.

Responsibilities

• Facilitate timely and accurate flow of information during incidents.
• Monitor product health and performance trends across regions and customers.
• Build strong relationships across GCDC and Global Technology to drive outcomes.
• Use data and insights to identify resilience trends and opportunities for improvement.
• Lead technology-to-technology engagements with senior customer stakeholders.
• Lead stakeholder engagement during major incidents to minimise customer impact.
• Shape and execute strategic tech initiatives aligned with global priorities.

Skills

Technology operations

Incident management

Cross-functional collaboration

Observability tools

Strategic thinking

Leadership

Data-driven decisions

Customer orientation

Tools

Splunk

Grafana

Job description

Mastercard seeks a Director, Customer Performance to support the AP Region's Customer Care Performance Team within Technology. The role focuses on incident coordination, product health monitoring, and strategic engagement with senior customer stakeholders to position Mastercard as a trusted technology partner.

You will lead cross-functional efforts spanning engineering and customer-facing teams, driving improvements in technical resilience, security, and operational excellence for customers