Director Customer Care & Performance (Europe)

Mastercard; Ireland; On-site; EUR 150,000 - 210,000; Full time

Job summary

Mastercard is seeking a Director to shape and execute customer-centric operational excellence across regions. You will lead a high-performing team responsible for translating complex incidents into clear customer impact, from detection to long-term resilience.

You will partner with Product, Engineering and Regional teams and serve as a trusted interface with customers during critical moments, driving reliability and transparency for Mastercard’s digital economy.

Qualifications

• Leadership and people management capabilities
• Strategic thinking and execution
• Cross-functional collaboration and stakeholder management
• Data-driven decision making and analytics literacy

Responsibilities

• Define and execute strategy for customer-centric operational excellence across regions
• Lead a high-performing team to translate complex incidents into clear customer impact across the lifecycle
• Partner with Product, Engineering and Regional teams and act as a senior interface with customers during critical moments
• Coordinate stakeholders during P1/P2 incidents with clear escalation and alignment
• Establish scalable customer activity monitoring and dashboards to track product performance across regions
• Identify trends and systemic risks through data analytics and drive continuous improvement
• Inspire collaboration and transform processes to advance Mastercard's reliability and transparency

Job description

• This role builds on the Customer Care Performance Team (CCPT) model, ensuring that complex technical events are translated into clear customer impact, driving faster decisions, stronger resilience, and improved customer trust
• As Director, you will define and execute the strategy for customer-centric operational excellence across regions
• You will lead a high-performing team responsible for ensuring that customer impact is understood, communicated, and continuously improved across the full lifecycle—from incident detection to long-term resilience
• You will act as a trusted partner to Product, Engineering, and Regional teams, as well as a senior interface with customers during critical moments, helping position Mastercard as a leader in reliability, transparency, and innovation
• Customer Incident Engagement & Communication
• 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
  Customer Activity Monitoring & Insights
• 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

As a natural leader, you inspire those around you to think bigger, challenge the status quo, and embrace change as a constant force for growthYou thrive in a fast-paced, dynamic environment where strategic thinking and agility are key to driving impactful changeWorking in this team requires a curious mind, operation oriented with an always-on attitude, and a transformation mindsetYou’ll be part of a operational team, a high-performing group that attracts top talent from across the companyYou are passionate about shaping and accelerating transformation, always looking for innovative ways to improve processes and outcomesYour ability to inspire collaboration, leverage data-driven insights, and develop scalable solutions will not only drive success in your region and in your career but also elevate Mastercard’s position as a global leader in the digital economyYou’re committed to fostering a culture of continuous improvement and pushing the boundaries of what’s possible