Manager, Customer Performance, Brand

Overview

• Do you have strong knowledge of investigative case management, referral intake, evidence review, customer response evaluation, and assessment support?
• Are you a people leader with sound judgment, stakeholder management, and program execution skills?
• Are you collaborative, detail-oriented, and able to manage a global investigations function that complements operations, enablement, and governance routines?
• Ensure investigations are conducted consistently, objectively, and in alignment with Mastercard Standards, documented procedures, audit expectations, and confidentiality requirements
• Provide management support for sensitive or high-impact investigations, repeat-offender matters, customer escalations, emerging risk typologies, and cases requiring leadership review
• Review referrals from external partners and internal stakeholders, determine BRAM scope, and ensure appropriate routing, follow-up, and investigation initiation
• Support vendor-supported testing and investigative support, including referral quality, service delivery, testing priorities, and alignment with BRAM case needs
• Drive consistent application of Mastercard Standards and investigative best practices, including documentation quality, evidence sufficiency, response review, and assessment rationale
• Partner with Legal, Regulatory Affairs, Franchise, Customer Experience, regional teams, and other stakeholders to support defensible outcomes and effective BRAM-related communications
• Manage BRAM investigative case work under the Business Risk Assessment and Mitigation (BRAM) program, including matters involving potential illegal activity, brand-damaging activity, or violations of Mastercard Standards
• Provide day-to-day guidance, prioritization, and quality review for investigators handling referrals, evidence reviews, customer responses, assessment recommendations, and case closures
• Oversee end-to-end case execution, including intake review, investigation strategy, testing coordination, documentation, response evaluation, final determination support, and closure practices
• Manage referral partner engagement, including regulators, law enforcement, rights holders, industry groups, vendors, customers, and internal stakeholders, to support timely and credible investigations
• Set case direction, escalation paths, and decision routines while partnering with Operations and Enablement on procedures, tools, analytics, quality assurance, and governance expectations
• Collaborate with Operations and Enablement on case management enhancements, testing priorities, data integrity, reporting needs, and investigator adoption of tools and processes
• Manage team inbox triage, referral management, workload balancing, and investigation metrics to support timely case progression and leadership visibility
• Identify referral trends, case outcomes, timeliness issues, emerging risks, and partner effectiveness opportunities to inform program oversight and continuous improvement
• Contribute investigative perspective to BRAM Announcements, guidance, standards evolution, and stakeholder education materials
• Maintain clear accountability with Operations and Enablement so investigations, case direction, and referral partner engagement complement operational governance, tools, analytics, and program management
• Strong experience in investigations, risk management, compliance, payments, audit, merchant monitoring, brand protection, or related disciplines
• 5-7 years’ experience conducting or managing investigative, compliance, risk, audit, merchant monitoring, or brand

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

Manager, Customer Performance, Brand

Overview

Mastercard operates the world’s fastest payment processing network, connecting consumers, financial institutions, merchants, governments, and businesses in more than 210 countries and territories. Every day, everywhere, we use our technology and expertise to make payments safe, simple and smart. We know safety and security are the top priorities of our customers, cardholders and partners, so we won’t stand still in developing new and better ways to keep payments safe.

Do you have experience managing investigations, risk, compliance, audit, merchant monitoring, or brand protection processes?

Mastercard’s Franchise Brand Performance Team advances ecosystem health and profitability by engaging our customers to optimize performance and to enhance the strength of our brand, acceptance network, and data.

Role

All About You