Lead, Customer Performance

About the role

The Lead, Customer Performance will join the newly formed Customer Care Performance Team (CCPT) in the Technology division for the LAC region. This role monitors product health, drives strategic technology initiatives and acts as a senior liaison between Mastercard and its customers to ensure operational excellence and innovation.

Key responsibilities

• Monitor product health and performance trends across regions, divisions and customers, and work with stakeholders to address gaps that could affect satisfaction.
• Facilitate timely and accurate information flow between product teams and customer‑facing teams during incidents.
• Lead tech‑to‑tech engagements with senior‑level customers, building trust and positioning Mastercard as a partner for innovation, security and transformation.
• Manage stakeholder engagement and provide leadership during major incidents or crises, ensuring effective communication and swift resolution.
• Shape and execute strategic technology initiatives that elevate Mastercard’s position in the region while aligning with global goals.

Required profile

• 8+ years of experience in technology operations or customer success.
• Proven experience monitoring service health, operational performance and customer experience metrics in large‑scale technology environments.
• Strong understanding of system reliability, incident and problem management, and service lifecycle management.
• Demonstrated ability to lead high‑impact customer escalations, major incidents and crisis management with executive‑level communications.
• Experience building trusted relationships with senior technology leaders such as CIOs, CTOs and engineering heads.

Required skills

• Cloud technologies
• Distributed systems
• Observability platforms
• Data visualization tools
• Reporting tools
• Performance management tools