Director, Customer Care & Performance (Europe)

Mastercard; Donabate; On-site; EUR 150,000 - 190,000; Full time

Job summary

Mastercard is seeking a Director of Customer Care & Performance for Europe. You will shape and execute operational excellence strategies, translating complex incidents into clear customer impact and guiding the lifecycle from detection to resilience.

You will partner with Product, Engineering, and regional teams, acting as a trusted advisor to customers during critical moments and advancing Mastercard's leadership in reliability and transparency.

Responsibilities

• 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

Job description

Mastercard is seeking a Director of Customer Care & Performance for Europe. You will shape and execute operational excellence strategies, translating complex incidents into clear customer impact and guiding the lifecycle from detection to resilience.

You will partner with Product, Engineering, and regional teams, acting as a trusted advisor to customers during critical moments and advancing Mastercard's leadership in reliability and transparency.