Manager, Service Delivery & Partner Performance

2 weeks, 6 days ago
Full-time
Senior
Customer and Technical Support
Marqeta

Marqeta

Marqeta is a pioneer in modern card issuing and payment solutions, offering businesses instant card issuance and payment processing through their innovative open API platform.

Diversified Financial Services
251-1K
Founded 2010

Description

  • Manage the operational success of multiple programs across multiple products through relationships with BPO site leadership.
  • Monitor and analyze contact center KPIs and metrics to identify trends and improvement opportunities.
  • Identify gaps and implement sustainable, scalable process improvements to increase efficiency and customer satisfaction.
  • Define quality standards and partner with QA and Complaints teams to ensure compliance.
  • Drive technology enhancements across telephony, IVR, CRM, and AI-enabled support tools.
  • Coach and motivate staff to build a high-performing support culture.
  • Resolve complex customer issues and manage escalations during critical situations.
  • Collaborate with program stakeholders to improve cardholder experience using CSAT, QA, and operational data.
  • Support new program launches and refreshes through change management.
  • Champion Marqeta culture and strengthen cross-functional engagement.

Requirements

  • 7+ years of experience in customer support operations, or equivalent experience in BPO operations or BPO management.
  • Strong communication skills across interpersonal, verbal, presentation, written, and email formats.
  • Proven experience creating and executing strategic operational efficiencies.
  • Demonstrated ability to improve customer satisfaction through people, processes, or technology.
  • Experience using data to generate insights and recommend operational changes.
  • Strong technical aptitude with Google Suite, Salesforce, Slack, and contact center telephony systems such as Amazon Connect.
  • Experience in fintech, banking, or payments.
  • Proven ability to influence and manage internal and external stakeholders.
  • Detail-oriented, organized, and able to manage competing priorities.
  • Ability to travel globally.
  • Deep knowledge of payment processing, program management, and/or debit and credit card issuing (preferred).
  • Demonstrated ability to manage and operate Amazon Connect (preferred).
  • Strong documentation skills for internal and external support guides (preferred).
  • Experience expanding communication channels beyond phone and email (preferred).
  • Experience integrating AI solutions into BPO operations, including generative AI and voice/chatbot implementations (preferred).

Benefits

  • Remote-flexible work environment with the ability to work from home or a company office.
  • Base salary range of $123,000-$153,800 for National, $133,100-$166,400 for Premium, and $144,700-$180,900 for Premium Plus locations.
  • Annual bonuses for eligible employees.
  • Multiple health insurance options.
  • Flexible time off.
  • Retirement savings program with company contribution and after-tax contributions.
  • Equity in a publicly traded company plus an Employee Stock Purchase Program.
  • Family-forming benefits, fertility support, and up to 20 weeks of parental leave.
  • Free therapy sessions, financial and professional coaching, and legal advice.
  • Monthly stipend to support remote work.
  • Annual development dollars for learning and growth.

Interested in this position?

Apply directly on the company website

Apply Now

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