Manager, Customer Performance, Brand

About the role

Mastercard is seeking a Manager to lead its Customer Performance, Brand investigations within the Franchise Brand Performance Team. The role focuses on ensuring investigations are consistent, objective, and aligned with Mastercard standards while supporting high‑impact cases and emerging risk typologies.

Key responsibilities

• Oversee end‑to‑end investigative case work, including intake review, strategy development, testing coordination, documentation, and final determination.
• Provide management support for sensitive investigations, repeat‑offender matters, and customer escalations.
• Partner with Legal, Regulatory Affairs, Customer Experience, and regional teams to ensure defensible outcomes and effective communication.
• Manage referral partner engagement with regulators, law enforcement, vendors, and internal stakeholders.
• Drive consistent application of Mastercard standards, documentation quality, evidence sufficiency, and assessment rationale.

Required profile

• 5‑7 years of experience conducting or managing investigations, risk, compliance, audit, merchant monitoring, or brand protection.
• Strong judgment, attention to detail, and ability to evaluate facts and support defensible outcomes.
• Experience working in a global operating environment and managing relationships with external partners and internal stakeholders.
• Excellent written and verbal communication skills, with the ability to represent the BRAM program credibly.

Required skills

• Microsoft Office
• Case management tools