Director Customer Care & perfomance , Europe
On-siteDublin, Leinster, Ireland
Job Summary
Define and execute the strategy for customer-centric operational excellence across regions, leading a team that ensures customer impact is understood and continuously improved from incident detection to long-term resilience. Ensure timely, accurate communication between product and customer-facing teams during incidents, representing the customer voice in major events and leading stakeholder coordination for P1/P2 incidents. Establish and scale customer activity monitoring capabilities to provide visibility into product performance, leveraging data to identify trends, systemic risks, and opportunities for improvement while driving adoption of customer health metrics. Act as a trusted partner to Product, Engineering, and Regional teams, serving as a senior interface with customers during critical moments to position Mastercard as a leader in reliability and innovation.
Required Qualifications
- Curious mind
- Operation oriented with an always-on attitude
- Transformation mindset
- Strategic thinking
- Agility
- Natural leadership
- Ability to inspire collaboration
- Leverage data-driven insights
- Develop scalable solutions
- Ability to inspire those around you to think bigger
- Challenge the status quo
- Embrace change as a constant force for growth
- Foster a culture of continuous improvement
- Pushing the boundaries of what's possible
- 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
- Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.