Customer Technology Operations Leader

Mastercard; Santa Fe (NM); On-site; USD 120,000 - 190,000; Full time

Job summary

Mastercard seeks a Lead, Customer Technology Operation to support the CCPT within Technology and the LAC Region. You will monitor regional health, drive incident resolution, and align with product and engineering teams to improve customer outcomes.

You will build strategic relationships with CIOs/CTOs and senior stakeholders, lead major incidents, and push transformation initiatives to strengthen operational excellence across the region.

Qualifications

• 8+ years in Technology Operations or Customer Success.
• Experience monitoring service health and performance metrics.
• Strong understanding of reliability, incident and lifecycle management.
• Ability to translate technical issues into business terms.
• Proven track record in executive communications and escalations.
• Experience partnering with Product, Engineering, Operations and Customer teams.
• Ability to influence across matrixed global organizations.
• Familiarity with cloud, distributed systems and observability tools.
• Proficient with data-driven decision making and dashboards.

Responsibilities

• Monitor product health and regional performance; address gaps.
• Coordinate incident information flow between product and customer teams.
• Lead regional customer resilience initiatives across lifecycle stages.
• Build trusted relationships with CIOs, CTOs, and engineering leaders.
• Lead senior-level customer engagements and transformation discussions.
• Manage major incidents or crises with clear communications.
• Drive continuous improvement and innovation in technology operations.
• Shape strategic tech initiatives aligning with Mastercard's global goals.

Skills

Year+ experience

Service health monitoring

Operational resiliency

Data analytics

Executive communications

Cross-functional collaboration

Stakeholder management

Cloud technologies

Observability platforms

Data visualization

Job description

Mastercard seeks a Lead, Customer Technology Operation to support the CCPT within Technology and the LAC Region. You will monitor regional health, drive incident resolution, and align with product and engineering teams to improve customer outcomes.

You will build strategic relationships with CIOs/CTOs and senior stakeholders, lead major incidents, and push transformation initiatives to strengthen operational excellence across the region.