Senior Vice President, Customer Care, AP

About the role

Mastercard is seeking a senior leader to drive end‑to‑end customer care outcomes across the Asia‑Pacific region. The Senior Vice President, Customer Care, will act as the regional co‑lead, shaping strategy, operational excellence and crisis response for top‑tier customers.

Key responsibilities

• Own regional accountability for customer support experience, outcomes and operational performance.
• Identify gaps in support controls, service models and operating capabilities; define and implement resilient controls.
• Lead transformation initiatives across people, process and technology to close identified gaps.
• Partner with Global Operational Excellence and Global Contact Centers to embed best practices and drive execution discipline.
• Standardize and continuously improve regional support processes, preparedness and execution rigor.
• Serve as escalation path for all customer and employee impacting events, including regulatory incidents.
• Enable crisis and incident management, ensuring timely decision‑making, coordination and communication.
• Represent the regional perspective to Executive Leadership and key enterprise stakeholders.

Required profile

• Proven senior leadership experience in customer support or contact‑center environments.
• Strong track record of driving organizational and operational transformation.
• Experience managing large‑scale incidents, escalations and crisis scenarios.
• Ability to influence executive leadership and act as senior liaison for top‑tier customers.
• Excellent stakeholder management across global and regional teams.

Required skills

What we offer

• Opportunity to shape customer care strategy for a global payments leader.
• Collaborative environment with access to global operational excellence resources.
• Leadership role influencing enterprise‑wide initiatives.