Customer Care Performance Director – Product Management (Technical)

About the role

The Customer Care Performance Director (Product Management – Technical) will join Mastercard’s newly formed Customer Care Performance Team in Japan. Reporting to the AP Region Technology leadership, this senior role drives the strategic positioning of Mastercard as a preferred technology partner, focusing on customer health, product performance, and operational excellence.

Key responsibilities

• Analyze regional and divisional customer health data throughout the lifecycle to identify trends and improvement opportunities.
• Monitor product health and performance across regions, divisions, and customers, collaborating with stakeholders to resolve gaps.
• Build and maintain strategic relationships with Global Customer Development and Technology teams to address escalations and align with customer expectations.
• Lead senior‑level tech‑to‑tech engagements, fostering trust through transparency and positioning Mastercard as an innovation and security partner.
• Manage stakeholder communication during major incidents or crises, ensuring swift resolution and minimal impact.
• Promote a transformation mindset, encouraging continuous innovation and challenging the status quo.
• Define and execute strategic technology initiatives that reinforce Mastercard’s regional leadership while aligning with global goals.

Required profile

• Curious, always‑on attitude with a strong transformation mindset.
• Proven ability to thrive in fast‑paced, dynamic environments requiring strategic thinking and agility.
• Passion for shaping and accelerating change, with a track record of inspiring teams to think bigger.
• Strong leadership presence, capable of influencing senior stakeholders and driving cross‑functional collaboration.

Required skills