Director, Customer Performance

About the role

Mastercard is seeking a Director of Customer Performance to lead fraud and compliance initiatives for high‑risk acquirers. The role focuses on improving ecosystem performance, ensuring merchant compliance, and supporting business growth across the payments network.

Key responsibilities

• Plan and deliver fraud‑management programs for acquirers, merchants, payment facilitators and service providers.
• Design internal and external performance reports to highlight areas needing urgent attention.
• Engage directly with customers to address performance issues, rule violations, and compliance gaps.
• Collaborate with the Franchise team to build new ecosystems and drive business growth.
• Monitor fraud rates, chargeback rates, approval rates, and authentication success metrics.

Required profile

• Demonstrated passion for fraud and risk management.
• Strong analytical mindset with the ability to interpret complex transaction data.
• Highly motivated, intellectually curious and capable of influencing senior stakeholders.
• Experience working with high‑risk merchant categories such as cryptocurrency, gambling, or adult content.

Required skills

What we offer

• Opportunity to shape a global payments ecosystem.
• Leadership visibility reporting to the Vice President, North America Customer Engagement & Performance.
• Competitive compensation and benefits package.