Director of Customer Care & Reliability - Europe

Mastercard; Dublin; On-site; EUR 180,000 - 260,000; Full time

Job summary

Mastercard invites applications for a Director, Customer Care & Performance, Europe. You will define and execute the strategy for customer-centric operational excellence across regions, leading a high-performing team through incidents and resilience, and acting as a trusted partner to Product and Engineering.

You will communicate with customers during critical moments, translate technical events into business impact, and drive dashboards and health metrics to proactively improve experience and

Qualifications

• Leadership and stakeholder management experience.
• Ability to drive customer-centric operational excellence.
• Experience translating technical events into business impact.

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 invites applications for a Director, Customer Care & Performance, Europe. You will define and execute the strategy for customer-centric operational excellence across regions, leading a high-performing team through incidents and resilience, and acting as a trusted partner to Product and Engineering.

You will communicate with customers during critical moments, translate technical events into business impact, and drive dashboards and health metrics to proactively improve experience and