Director, Customer

Overview

Director, Customer Performance – Mastercard powers economies and empowers people in 200+ countries and territories. Mastercard operates the world’s fastest payment processing network with a mission to connect and power an inclusive, digital economy that benefits consumers, financial institutions, merchants, governments and businesses in more than 210 countries and territories. The role focuses on high‑risk acquirers to participate in the Mastercard ecosystem by improving ecosystem performance and strengthening participants’ understanding of business requirements.

Corporate Context – Franchise is core to Mastercard’s business, enabling growth and value by fostering customer interactions that build trust and confidence in the evolving payments and data-driven ecosystem.

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

Fraud management experience and knowledge of card payments and transaction processing (including authentication and authorization), understanding of network rules. Experience with acquirers on fraud and merchant compliance is preferred.

• Analytical skills to gather, synthesize, interpret, and act on data.
• Strong verbal and written communication, including delivering presentations; ability to sell ideas.
• Collaborative: takes ownership and works with teammates to achieve goals aligned with Mastercard values.
• Execution: follows through on action items with effective time management and contingencies.
• Flexibility: adapts to changes and resolves conflicts to achieve goals.
• Problem solving: identifies root causes, develops data-driven solutions, and builds new reports.
• Willingness to travel frequently (at least 50%) in the United States and Canada.

All Mastercard employees are expected to adhere to information security policies and practices; maintain confidentiality and integrity of information; report suspected security violations or breaches; and complete mandatory security trainings in line with Mastercard’s guidelines.

• Abide by Mastercard’s security policies and practices.
• Ensure confidentiality and integrity of information accessed.
• Report suspected information security violations or breaches.
• Complete periodic mandatory security trainings.

Oallon, Missouri: $151,000 – $249,000 USD

Note: Mastercard is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, veteran status, or any other characteristic protected by law. Reasonable accommodations during the application process are available on request.