Director of Customer Care & Performance - Europe

Mastercard; Malahide; On-site; EUR 140,000 - 220,000; Full time

Job summary

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

You will partner with Product, Engineering, and regional teams, serving as a senior interface with customers during critical moments, helping

Qualifications

• Must have proven leadership experience and the ability to drive cross-region collaboration.
• Experience translating technical events into business impact and communicating with stakeholders.

Responsibilities

• Ensure timely communication between product teams and customer-facing teams during incidents.
• Translate customer impact and drive resolution during major incidents.
• Coordinate stakeholders during P1/P2 incidents with transparency and escalation management.
• Develop and scale customer health metrics and dashboards across regions.

Skills

Leadership

Stakeholder management

Incident management

Data analytics

Cross-functional collaboration

Job description

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

You will partner with Product, Engineering, and regional teams, serving as a senior interface with customers during critical moments, helping