Mastercard · 4 days ago
Director - Customer Engagement and Performance
Purchase, NY
Full-time
Hybrid
Lead/Staff
$174K/yr - $286K/yrMastercard is a global leader in digital payments, committed to building a sustainable economy. The Director of Customer Engagement and Performance will lead strategic initiatives to enhance issuer performance and strengthen fraud prevention, while delivering exceptional customer experiences across the NAM Franchise.
FinanceFinancial ServicesInformation TechnologyPayments
Responsibilities
Lead strategic initiatives to enhance issuer performance, strengthen fraud prevention, and deliver exceptional customer experiences across the NAM Franchise
Customer engagement and advisory through data driven insight and performance optimization
Serve as a trusted advisor to issuers, developing relationships that promote trust and sustained collaboration
Lead consultative initiatives to proactively identify potential opportunities related to fraud, compliance and overall performance, providing customers with timely and actionable recommendations
Provide best practices, tailored insights, and dedicated support to assist issuers in optimizing their operations and adapting to evolving industry standards through data-driven strategies
Conduct regular communications and strategic planning sessions to anticipate and address customer needs, establishing credibility as a reliable resource for operational excellence
Partner with internal product teams and customers to enhance fraud controls and implement proactive measures that safeguard the payments ecosystem
Publish comprehensive trend reports and educational content tailored to customer needs, ensuring issuers are informed of emerging threats and mitigation strategies
Leverage robust data analytics to identify behavioral patterns, operational trends, and emerging risks within the customer base
Use data-driven insights to inform strategic recommendations for performance optimization, risk mitigation, and revenue growth
Facilitate cross-functional workshops and joint initiatives that drive innovation, operational efficiency, and customer satisfaction
Continuously seek opportunities to optimize customer experience and performance through tailored strategies and actionable recommendations
Qualification
Required
Proven experience in issuer card operations, customer relationship management, and advanced fraud prevention strategies
Exceptional stakeholder management and communication skills, including the ability to build trust and credibility with senior client leaders
Strong analytical and problem-solving skills, with a demonstrated ability to translate complex data into clear, actionable insights for customers
Expertise in leading cross-functional teams and driving strategic initiatives that deliver tangible value for customers and the organization
In-depth knowledge of payment ecosystems, compliance, and emerging technologies relevant to the industry
Proven ability to define problems, collect and interpret data, establish facts, and draw valid, actionable conclusions
Strong project management skills, with superior organization, planning, and follow-through on multi-faceted initiatives
Ability and willingness to travel as needed (up to 25%)
Preferred
Degree in Business or a related field
Experience with consultative customer engagement and partnership development
Knowledge of compliance frameworks, regulatory requirements, and best practices in the payments industry
Benefits
Insurance (including medical, prescription drug, dental, vision, disability, life insurance)
Flexible spending account and health savings account
Paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
80 hours of Paid Sick and Safe Time
25 days of vacation time and 5 personal days, pro-rated based on date of hire
10 annual paid U.S. observed holidays
401k with a best-in-class company match
Deferred compensation for eligible roles
Fitness reimbursement or on-site fitness facilities
Eligibility for tuition reimbursement
Many more
Company
Mastercard
Mastercard is a financial network that processes payments between banks and cardholders.
Founded in 1966
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2006-05-25IPO
Leadership Team
Michael Miebach
Chief Executive Officer
Ed McLaughlin
President & Chief Technology Officer
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