Director, Customer Performance

Mastercard; O’Fallon (MO); On-site; USD 151,000 - 249,000; Full time

Job summary

Mastercard is seeking a Director of Customer Performance to lead fraud and compliance initiatives, engaging directly with high‑risk acquirers to improve ecosystem performance. The role focuses on fraud rate, chargebacks, and authentication success, reporting to the VP of North America Customer Engagement & Performance.

Ideal candidates will have deep fraud/risk management experience in card payments, strong analytics, and the ability to drive growth while ensuring regulatory and Mastercard

Qualifications

• Fraud management experience and knowledge in card payments and transaction processing.
• Experience with acquirers on fraud and merchant compliance.
• Strong analytical, communication and collaboration skills.
• Ability to execute with follow-up and manage changing priorities.

Responsibilities

• Plan and deliver all aspects of fraud management for customers, merchants and service providers.
• Design internal and external reports to identify underperformance.
• Engage with customers when performance issues arise.
• Sell and deliver consulting engagements to optimize acquirer performance.
• Collaborate with Franchise to improve engagements and manage Specialty Merchants.
• Identify fraud trends and share insights with product teams and customers.

Skills

Fraud management

Data analysis

Communication

Collaboration

Execution

Flexibility

Problem solving

Travel 50%

Job description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Director, Customer Performance

Mastercard is a global technology company in the payments industry, operating as the world’s fastest payment processing network. Our mission is to connect and power an inclusive, digital economy that benefits consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. Safety and security are top priorities and we continually find opportunities to make transactions safe, simple, smart, and accessible.

Overview

Franchise is core to all Mastercard business. Franchise enables business growth and value, fostering interactions with customers which provides ongoing trust and confidence in the evolving payments and data driven ecosystem.

About the Role

This role enables high-risk acquirers to participate in the Mastercard global ecosystem by engaging directly with customers to improve ecosystem performance and strengthen participants’ understanding of business requirements. With the growth of merchant fraud, acquirers must strengthen their screening of new merchants, as well as closely monitor new risk signals in transaction data, while ensuring their merchants remain compliant with local laws and Mastercard standards. To help acquirers achieve this, the Franchise team is looking for a fraud and compliance expert who acts as the primary interface with customers regarding acquirer performance for fraud rate, chargeback rate, violations of compliance standards, approval rate, and authentication success rate. The focus is on customers with a high-risk acquirer license which is required when they acquire specialty merchants like cryptocurrency, gambling, adult content etc. This role offers exciting opportunities to build new ecosystems with franchise as an enabler. The ideal candidate is one who is passionate about fraud/risk management & business growth, highly motivated, intellectually curious, and analytical. This position reports to Vice President, North America Customer Engagement & Performance.

Responsibilities will include

• Responsible for the planning and delivery of all aspects of the fraud management effort to customers, merchants, payment facilitators, service providers.
• Designing internal and external reports that help identify poor performance areas and hence need urgent attention.
• Engaging with customers when there are performance issues (including rule violations).
• Selling and delivering consulting engagements to support acquirer performance optimization (trainings, performance optimization projects).
• Working with colleagues in Franchise to improve such engagements and better manage Specialty Merchants (e.g., expanding their categories, identifying missing registrations, optimizing costs).
• Identifying fraud trends and share with product teams, customers and banking associations.

Experience / Knowledge

Fraud management experience, knowledge in card payments and transaction processing (including authentication and authorization), understanding of network rules and ideally relevant experience are required. The ideal candidate would have worked at or with acquirers on fraud and merchant compliance.

Additional Requirements

• Analysis: Exceptional analytical skills to gather, synthesize, interpret, and action on data
• Communication: Strong verbal and written communication, including delivering presentations, is necessary at both business and technical levels. Being able to sell ideas is desired.
• Collaboration: collaborates effectively by taking ownership without being asked and working with team members to achieve common goals aligned with Mastercard values. [SV1.1]
• Execution: drives execution with strong follow-up of action items, making efficient use of time and incorporating contingencies into planning and following through on commitments.
• Flexibility: exhibits flexibility and commitment demonstrated by remaining focused when unanticipated changes occur and by effectively resolving conflicts to accomplish goals.
• Problem solving: Identifies root causes of problems thanks to data analysis, thinks creatively to find and implement solutions, rather than just raising issues. Is able to analyze data and build new reports.
• Frequent travel (at least 50%) in the United States and Canada

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [e-mail] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

• Abide by Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of the information being accessed;
• Report any suspected information security violation or breach, and
• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Pay Ranges

• O'Fallon, Missouri: $151,000 - $249,000 USD
• Atlanta, Georgia: $151,000 - $249,000 USD
• Miami, Florida: $151,000 - $249,000 USD