Head of Customer Reliability & Performance

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

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.