Director, Customer

Title and Summary

Director, Customer Performance

With the growth of merchant fraud, acquirers must strengthen their screening of new merchants, closely monitor new risk signals in transaction data, and ensure merchants remain compliant with local laws and Mastercard standards. This role enables high‑risk acquirers to participate in the Mastercard global ecosystem by engaging directly with customers to improve ecosystem performance and strengthen participants’ understanding of business requirements.

• Plan and deliver the fraud management effort for customers, merchants, payment facilitators, and service providers.
• Design internal and external reports that identify poor performance areas requiring urgent attention.
• Engage with customers when performance issues (including rule violations) arise.
• Sell and deliver consulting engagements to support acquirer performance optimisation (trainings, optimisation projects).
• Collaborate with Franchise colleagues to improve engagements and manage specialty merchants (e.g., expanding categories, identifying missing registrations, optimising costs).
• Identify fraud trends and share findings with product teams, customers, and banking associations.

Fraud management experience, knowledge of card payments and transaction processing (including authentication and authorisation), understanding of network rules and preferably relevant experience working with or for acquirers on fraud and merchant compliance.

• Exceptional analytical skills to gather, synthesize, interpret and act on data.
• Strong verbal and written communication, including delivering presentations to business and technical audiences; ability to sell ideas is desired.
• Collaborates effectively by taking ownership without being asked and works with team members to achieve common goals aligned with Mastercard values.
• Drives execution with strong follow‑up of action items, efficient use of time and incorporation of contingencies into planning.
• Exhibits flexibility and commitment, remaining focused when unanticipated changes occur and resolving conflicts to accomplish goals.
• Problem‑solving: identifies root causes through data analysis, thinks creatively to implement solutions rather than merely raising issues.
• Analyses data and builds new reports.

Frequent travel (at least 50%) in the United States and Canada.

Mastercard is a merit‑based, inclusive, equal‑opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability or veteran status, or any other characteristic protected by law. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable and identify the type of accommodation or assistance you are requesting (do not include any medical or health information in this email).

The Reasonable Accommodations team will respond promptly.

All activities involving access to Mastercard assets, information, and networks come with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must abide by Mastercard’s security policies and practices, ensure confidentiality and integrity of accessed information, report any suspected violations or breaches, and complete periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Mastercard benefits for full‑time employees generally include: medical, prescription drug, dental, vision, disability, life insurance; flexible spending account and health savings account; paid leave (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 (prorated 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; and many more.

Pay Ranges O’Fallon, Missouri: $151,000 - $249,000 USD.