Director, Customer Care & Performance - Europe

Mastercard; Tallaght; Sur place; EUR 180 000 - 240 000; Plein temps

Résumé du poste

Mastercard in Europe seeks a Director of Customer Care & Performance to lead the Customer Care Performance Team (CCPT) across regions. You will define and execute strategies to translate incidents into clear customer impact, drive resilience, and strengthen trust.

You will partner with Product, Engineering, and regional teams, communicate with customers during critical moments, and position Mastercard as a leader in reliability, transparency, and innovation.

Responsabilités

• 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

Description du poste

Mastercard in Europe seeks a Director of Customer Care & Performance to lead the Customer Care Performance Team (CCPT) across regions. You will define and execute strategies to translate incidents into clear customer impact, drive resilience, and strengthen trust.

You will partner with Product, Engineering, and regional teams, communicate with customers during critical moments, and position Mastercard as a leader in reliability, transparency, and innovation.