Lead, Customer Performance — Tech & Incident Excellence

Tech Sales Jobs; Ciudad de México; Sur place; MXN 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Mastercard in Mexico City, Mexico seeks a Lead, Customer Performance to join the CCPT, supporting strategic technology partnerships and operational excellence. You will drive incident communications, regional resilience analysis, and stakeholder engagement with senior technology leaders.

The role emphasizes transforming operations, partnering with Product/Engineering, and shaping initiatives that elevate customer outcomes across the LAC region.

Qualifications

• 8+ years of experience in Technology Operations and Customer Success.
• Proven ability to monitor service health, performance, and customer experience metrics.
• Strong knowledge of system reliability, incident management, and service lifecycle.

Responsabilités

• Monitor product health and performance trends by region, division, and customer, and address gaps.
• Coordinate timely flow of information between product and customer-facing teams during incidents.
• Guide data-driven, strategic insights to improve regional customer resilience and lifecycle.

Connaissances

Technology Operations

Customer Success

Incident management

Data analytics

Executive communication

Stakeholder management

Cloud technologies

Observability platforms

Description du poste

Mastercard in Mexico City, Mexico seeks a Lead, Customer Performance to join the CCPT, supporting strategic technology partnerships and operational excellence. You will drive incident communications, regional resilience analysis, and stakeholder engagement with senior technology leaders.

The role emphasizes transforming operations, partnering with Product/Engineering, and shaping initiatives that elevate customer outcomes across the LAC region.