Description
The Lead, Customer Performance will support Mastercard’s newly formed Customer Care Performance Team in the Technology and LAC Region. The role monitors product health and customer performance, facilitates information flow during incidents, analyzes regional and divisional customer resilience, leads technology-to-technology engagements with senior customers, manages escalations and major incidents, and drives strategic technology and operational excellence initiatives. It requires 8+ years of experience in technology operations or customer success, strong knowledge of reliability, incident and problem management, data-driven performance analysis, executive stakeholder communication, and experience with cloud, observability, and performance-management tools.
