Director, Customer Care & Performance - Europe

Mastercard; Ashbourne; Presencial; EUR 150 000 - 190 000; Tempo integral

Resumo da oferta

Mastercard Europe seeks a Director, Customer Care & Performance to define and execute the strategy for customer-centric operational excellence across regions. You will lead a high-performing team responsible for translating incidents into clear customer impact and guiding resilience across the full lifecycle.

You will collaborate with Product, Engineering and regional teams, communicating changes during critical moments, driving health dashboards, and positioning Mastercard as a leader in

Responsabilidades

• Ensure timely, accurate, and actionable communication between product teams and customer-facing teams during incidents
• Represent the voice of the customer in major incidents, translating technical events into clear business and customer impact
• Lead stakeholder coordination during P1/P2 incidents, ensuring alignment, transparency, and effective escalation management
• Establish and scale customer activity monitoring capabilities, providing visibility into product performance across regions, divisions, and customers
• Leverage data and analytics to identify trends, systemic risks, and opportunities for improvement
• Drive adoption of customer health metrics and dashboards to proactively manage experience and performance

Descrição da oferta de emprego

Mastercard Europe seeks a Director, Customer Care & Performance to define and execute the strategy for customer-centric operational excellence across regions. You will lead a high-performing team responsible for translating incidents into clear customer impact and guiding resilience across the full lifecycle.

You will collaborate with Product, Engineering and regional teams, communicating changes during critical moments, driving health dashboards, and positioning Mastercard as a leader in