{"id":3788108,"url":"https://alion.io/job/mastercard-director-customer-performance-2","title":"Director, Customer Performance","company":{"id":252,"name":"Mastercard","domain":"mastercard.com","url":"https://alion.io/company/mastercard","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":187,"ghost_share":0.021,"stale_share":0.492,"repost_share":0.075,"time_to_fill_p50_days":27,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Sales","role_family":"Sales","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["St Leonards, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Grafana","optional":false},{"name":"Splunk","optional":false}],"status":"live","first_seen_at":"2026-11-04T00:00:00Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-07T18:02:17Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Our Purpose\nMastercard 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.\nTitle and Summary\nDirector, Customer PerformanceThe Director, Customer Performance role will support the newly formed Customer Care Performance Team (CCPT) within Technology and the AP Region. As a key member of the CCPT AP team, this role will support the region in positioning Mastercard as a preferred technology partner, bringing Mastercard’s vision for technology innovation, security and operational excellence to customers.Role\nFacilitate the timely and accurate flow of information between product and customer-facing teams during incidents.\nMonitor product health and performance trends across regions, divisions and customers, collaborating with stakeholders to address gaps or issues that could impact customer satisfaction.\nBuild strong, strategic relationships across GCDC and Global Technology to drive positive outcomes for the region, address escalations and bridge gaps impacting customers.\nUse data and strategic insights to understand customer resilience across the full lifecycle, identifying trends and opportunities for improvement.\nLead technology-to-technology engagements with senior customer stakeholders, building trust through transparency, openness and accountability while positioning Mastercard as a key partner for innovation, security and transformation.\nLead stakeholder engagement during major incidents or crises, ensuring effective communication and timely resolution to minimise customer impact.\nShape and execute strategic technology initiatives that strengthen Mastercard’s position in the region while ensuring alignment with broader global priorities.\nAbout You\nStrong experience in technology operations / service reliability, including managing major incidents, service restoration, root cause analysis and complex technical escalations.\nExperience working across engineering/technical and customer-facing teams, translating technical issues into clear business/customer impact and driving resolution across teams without direct authority.\nHands-on familiarity with observability and monitoring tools such as Splunk, Grafana or similar platforms.\nStrong strategic thinking and ability to operate effectively in a fast-paced, dynamic environment.\nDemonstrated ability to lead change and transformation, with a continuous improvement mindset and willingness to challenge the status quo.\nStrong leadership and influencing skills, with the ability to build trusted relationships and collaborate effectively across teams and senior stakeholder groups.\nAbility to use data and insights to identify trends, inform decisions and develop scalable solutions.\nStrong customer orientation, with the ability to balance customer needs, technology considerations and broader business priorities.\n• Curious and innovative mindset, with a focus on improving processes, outcomes and customer experience.\nCorporate Security Responsibility\nAll activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:\nAbide by Mastercard’s security policies and practices;\n\nEnsure the confidentiality and integrity of the information being accessed;\n\nReport any suspected information security violation or breach, and\n\nComplete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.","description_format":"text","description_chars":3935,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-11-05T04:39:48Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely 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