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About the Role

The Director, Customer Performance Lead - Japan will support the newly formed Customer Care Performance Team (CCPT), within Technology and AP Region. This role will be a key member of the CCPT Leadership team and will support the market in positioning Mastercard as a preferred technology partner, sharing Mastercard’s vision, with regards to technology innovation, culture of security and operational excellence.

Responsibilities

Guided by data and strategic insights, understand regional and divisional customer health throughout the full lifecycle, identifying trends and opportunities for improvement.
Monitor product health and performance trends by region, division, and customer, and collaborate with stakeholders to address any gaps or issues that could impact customer satisfaction.
Foster deep, strategic relationships within both the GCDC and Global Technology teams to drive preferred outcomes for the region, addressing escalations and bridging any disconnects with customers.
Lead tech-to-tech engagements with senior-level customers, building trust through transparency, openness, and accountability, while positioning Mastercard as a key partner for innovation, security, and transformation.
Manage stakeholder engagement and provide leadership during major incidents or crises, ensuring effective communication and swift resolution to minimize customer impact.
Drive a transformation mindset, encouraging the team to continuously innovate, challenge the status quo, and push the boundaries of what’s possible within the region.
Shape and execute strategic technology initiatives that elevate Mastercard’s position in the region, while ensuring alignment with broader global goals.

Requirements

Must be fluent in Japanese and English.
All activities involving access to Mastercard assets, information, and networks comes 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 the confidentiality and integrity of the information being accessed; Report any suspected information security violation or breach, and Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Skills

Data analysis
Strategic thinking
Agility
Transformation mindset
Leadership
Collaboration
Data-driven insights
Scalable solutions

Location

Japan

Work Type

Full-time

Experience Level

Director

About the Company

Mastercard powers economies and empowers people in 200+ countries and territories worldwide.
Together with our customers, we’re helping build a sustainable economy where everyone can prosper.
We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible.
Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Everyone wants easier ways to pay; we invent them.
Checkout lines are slow; we speed them along.
Merchants want more sales; we give them data and insights.
People need financial access; we connect them.
Corporate purchasing is complicated; we make it simple.
Commuters are busy; we speed them on their way.
Governments need greater efficiencies; we help create them.
Small businesses are virtual; we give them access to a world of buyers.
Retailers want to fight fraud; we provide the tools.