Lead, Customer Performance

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

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Overview

The Lead, Customer Performance will support the newly formed Customer Care Performance Team (CCPT), within Technology and LAC Region. This role will be a key member of the CCPT LAC team and will support the market in positioning Mastercard as a preferred technology partner, sharing Mastercard’s vision, with regards to technology innovation, culture of security and operational excellence.

Role:

• Monitor product health and performance trends by region, division, and customer, and collaborate with stakeholders to address any gaps or issues that could impact customer satisfaction.
• Facilitate timely and accurate flow of information between product teams and customer facing teams during incidents
• Guided by data and strategic insights, understand regional and divisional customer resilience throughout the full lifecycle, identifying trends and opportunities for improvement.
• Foster deep, strategic relationships within both the GCDC and Global Technology teams to drive preferred outcomes for the region, addressing escalations and bridging any disconnects with customers.
• Lead tech-to-tech engagements with senior-level customers, building trust through transparency, openness, and accountability, while positioning Mastercard as a key partner for innovation, security, and transformation.
• Manage stakeholder engagement and provide leadership during major incidents or crises, ensuring effective communication and swift resolution to minimize customer impact.
• Drive a transformation mindset, encouraging the team to continuously innovate, challenge the status quo, and push the boundaries of what’s possible within the region.
• Shape and execute strategic technology initiatives that elevate Mastercard’s position in the region, while ensuring alignment with broader global goals.

About you:

• 8+ years of experience in Technology Operations, Customer Success.
• Proven experience monitoring service health, operational performance, and customer experience metrics in complex, large-scale technology environments.
• Strong understanding of system reliability, operational resiliency, incident management, problem management, and service lifecycle management.
• Experience leveraging data, analytics, and performance insights to identify trends, assess customer resilience, and drive continuous improvement initiatives.
• Demonstrated ability to lead high-impact customer escalations, major incidents, and crisis management activities while maintaining executive-level communications.
• Proven track record of partnering with Product, Engineering, Operations, and Customer-facing teams to resolve issues, improve service delivery, and enhance customer outcomes.
• Experience building trusted relationships with senior technology leaders, including CIOs, CTOs, Engineering leaders, and other executive stakeholders.
• Strong stakeholder management and influencing skills, with the ability to drive alignment and outcomes across highly matrixed global organizations.
• Ability to translate complex technical issues into clear business-focused communications for both technical and non-technical audiences.
• Experience leading strategic customer engagements, technical business reviews, and executive discussions focused on operational performance, resilience, transformation, and innovation.
• Demonstrated ability to identify operational risks, performance gaps, and customer-impacting issues, and drive corrective actions through cross-functional collaboration.
• Strong analytical and problem-solving skills with the ability to make informed decisions in fast-paced, high-pressure environments.
• Experience driving transformation initiatives, operational excellence programs, and process improvement efforts across regional and global organizations.
• Familiarity with cloud technologies, distributed systems, observability platforms, and modern operational monitoring practices.

• Experience using data visualization, reporting, and performance management tools to support customer health assessments and strategic decision-making.

Corporate Security Responsibility

All 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:

• 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.