Director, Customer Care & Performance - Europe

Mastercard; Howth; Vor Ort; EUR 150.000 - 190.000; Vollzeit

Zusammenfassung

Mastercard in Europe seeks a Director of Customer Care & Performance to define and execute the strategy for customer-centric operational excellence across regions. You will lead a high-performing team ensuring customer impact is understood, communicated, and improved across the full lifecycle—from incident detection to long-term resilience.

You will partner with Product, Engineering, and regional teams, acting as a trusted customer advocate during critical moments and positioning Mastercard as a

Aufgaben

• 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

Jobbeschreibung

Mastercard in Europe seeks a Director of Customer Care & Performance to define and execute the strategy for customer-centric operational excellence across regions. You will lead a high-performing team ensuring customer impact is understood, communicated, and improved across the full lifecycle—from incident detection to long-term resilience.

You will partner with Product, Engineering, and regional teams, acting as a trusted customer advocate during critical moments and positioning Mastercard as a