Our Purpose

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.

Title and Summary

Senior Vice President, Customer Care, AP

Role Summary:

The Senior Vice President, Customer Care – is accountable for end to end customer care outcomes for customers within the region. As a senior leader and regional co lead, this role identifies and addresses gaps in customer support controls, drives organizational and operational transformation, and ensures consistent delivery of a superior customer support experience.
The role serves as the primary senior customer support liaison for top tier customers, provides escalation leadership for all region wide customer and employee impacting events, and represents the regional customer support perspective to executive leadership. The SVP works in close partnership with Global Operational Excellence, Global Contact Centers, and regional business teams to embed best practices, drive execution discipline, and reinforce strong local alignment.

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Core Responsibilities:

• Regional Customer Care Accountability
• Own regional accountability for customer support experience, outcomes, and operational performance
• Identify gaps in customer support controls, service models, and operating capabilities within the region
• Define and implement controls that ensure consistent, high quality, and resilient customer support delivery
• Ensure high levels of customer satisfaction, trust, and confidence across regional customers

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• Organizational Transformation & Operational Excellence
• Lead regional transformation initiatives to close identified customer support gaps across people, process, and technology
• Partner with Global Operational Excellence teams to adopt, implement, and sustain enterprise best practices
• Standardize and continuously improve regional customer support processes, preparedness, and execution rigor
• Strengthen regional readiness for significant incidents, escalations, and crisis scenarios

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• Program, Incident, and Escalation Leadership
• Serve as the escalation path for all customer and employee impacting events in the region, including regulatory incidents
• Enable crisis and incident management, ensuring timely decision making, coordination, and communication
• Represent the regional view to the Executive Leadership Team and key enterprise stakeholders
• Provide governance, inspection, and follow through to ensure root cause resolution and prevention

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• Strategic Customer Engagement & Liaison
• Act as the senior customer support liaison for top tier and strategically important customers
• Position TECH and Mastercard as trusted technology and customer care advisors
• Maintain ongoing executive level relationships to ensure alignment, transparency, and long term partnership

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• Global Contact Center & Delivery Synergies
• Work closely with Global Contact Center leadership to create operational synergies, scale efficiency, and consistency
• Ensure regional requirements and customer nuances are reflected in global delivery and support models
• Balance global standardization with local market and customer needs
• Drive seamless collaboration between regional care and delivery partners

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• Regional & Enterprise Alignment
• Embed customer support alignment into regional business, product, and technology forums
• Reinforce strong local alignment with regional business leadership to support growth, resilience, and customer outcomes
• Ensure regional priorities are synchronized with enterprise strategies and execution plans

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• Service Performance & Reporting
• Ensure differentiated support models for critical customers while maintaining a streamlined, scalable experience for all customers
• Provide regular, structured reporting to regional leadership on:
  o Incidents (including regulatory)
  o Customer health and sentiment
  o Service performance and trends
• Use insights and data to drive continuous improvement and informed decision making

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• Scope & Decision Authority
• Regional ownership of customer support experience and escalation governance
• Authority to drive organizational change and operational improvements across regional CTS functions
• Shared accountability with global teams for enterprise customer care outcomes
• Executive influence across regional business, product, technology, and operations leadership

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• Experience & Capability Requirements

• Senior leadership experience in technology customer support, operations, or enterprise service delivery

• Proven success leading large scale operational transformation and control implementation

• Strong executive presence with experience engaging C suite customer stakeholders

• Deep understanding of incident, crisis, and escalation management at enterprise scale

• Ability to operate effectively in a matrixed, global organization

• All About You

• Measurable improvement in regional customer satisfaction and service reliability

• Reduction in customer support gaps, incidents, and repeat escalations

• Improved operational maturity and preparedness across regional CTS teams

• Stronger alignment and execution between regional teams, global contact centers, and enterprise functions

Corporate Security Responsibility

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.