Manager, Service Delivery & Partner Performance
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
As Marqetas Manager of Service Delivery & Partner Performance youll be at the forefront of transforming customer support into a competitive advantage. This role puts you in the drivers seat to revolutionize how we deliver exceptional cardholder experiences through data-driven insights cutting-edge technology and strategic partnerships.
Youll have the autonomy to identify opportunities architect solutions and implement change that measurably elevates our support operations and cardholders experience. Working with talented cross-functional teams and strategic BPO partners youll not only meet KPIs and SLAsyoull redefine what excellence looks like in fintech customer support.
This is your opportunity to make a tangible impact on cardholders while building a high-performing support ecosystem. Youll shape performance standards drive operational transformation and create the frameworks that scale as Marqeta grows. If you thrive on turning data into action building collaborative partnerships and seeing your strategies deliver real results this role is your platform to shine.
This position is not for an existing vacancy.
The Impact Youll Have
- Performance Fanatic: You dont sit around and wait for things to happen. You strategize plan and monitor a path to operational success based on the right data.
- BPO Vendor Management: Manage the operational success of multiple programs across multiple products through building and maintaining effective relationships with operational BPO site leadership
- Performance Analysis & Reporting: Monitor and analyze contact center data (KPIs metrics) to identify trends and areas for improvement.
- Process Optimization: Identify gaps develop and implement sustainable and scalable solutions to enhance operational efficiency workflows and customer satisfaction.
- Quality Assurance & Compliance: Define what great looks like and collaborate with QA and Complaints teams to ensure adherence to quality standards and compliance requirements.
- Technology Implementation: Utilize and drive enhancements through new tooling and AI solutions across our telephony IVR and CRM system to improve agent efficiency and effectiveness
- Leadership & Coaching: Motivate staff provide coaching and influence positive outcomes to cultivate a high-performing culture.
- Escalation Management: Resolve complex customer issues during moments of truth.
- Cardholder Experience Optimization: Foster strong relationships with key Program stakeholders to collaborate on enhancing cardholder experience through sharing expertise CSAT/QA results and data drive operational efficiencies
- Change Management: Central role to new program launches and existing program refreshes
- Marqeta Culture Carrier: Champion culture cross-functionally through actively embodying Marqeta values enhancing engagement and facilitating culture-building activities
Who You Are
- 7 years of Customer Support Operations with equivalent years of experience in BPO industry or management of BPOs
- Strong communication skills (interpersonal verbal presentation written email) and track record of creating and executing strategic operational efficiencies
- Demonstrated ability to drive customer satisfaction and experience using people processes or technology to deliver exception outcomes
- Proven ability to influence and manage stakeholders (internal and external) to achieve positive outcomes
- Experience using data to drive insights and recommend changes for improvement
- Strong technical aptitude including Google Suite Salesforce Slack and contact center telephony systems (ex. Amazon Connect)
- Familiarity and first-hand knowledge in fintech banking or payments
- Positive attitude team player adaptable and resourceful
- Detail-oriented organized and adept at managing competing priorities
- Exercises sound judgement and decision-making across diverse scenarios
- Ability to travel globally
Nice-To-Haves
- Deep knowledge of payment processing program management and/or issuing of debit and credit cards
- Demonstrated ability to manage and operate Amazon Connect
- Strong operational and customer-facing documentation skills with the ability to produce clear engaging internal and external support guides
- Experience implementing and growing communication channels beyond phone and email
- Proven success in integrating AI solutions into BPO operations from generative AI tooling to agentic implementation of voice or chatbots
Your Manager
- Jena Baker Ops Director of Global Customer Support Operations
Typical Process
- Application Submission
- Recruiter video call
- Hiring manager video call
- Virtual Onsite consisting of 4-5 45 min calls
Compensation and Benefits
Marqeta is a Flex First company which allows you to choose your best working environment whether that be from home or at a company office. To support Flex First we calibrate pay to a competitive value according to working location.
When determining salaries we consider several factors including but not limited to skills prior experience and work location. The new-hire base salary range for this position reflected in CAD is: 114500 - 143000
We also believe in recognizing the contributions of our people. Thats why we award annual bonuses to eligible employees rewarding both individual performance and the success of the entire company.
Along with monetary compensation Marqeta offers
- Multiple health insurance options
- Flexible vacation time
- Retirement savings program with company contribution
- Equity in a publicly-traded company
- Monthly stipend to support our remote work model
- Annual development dollars to support our people growth and development
- Family-forming benefits and up to 20 weeks of Parental Leave
Required Experience:
Manager
Key Skills
About Company
Transform your business with Marqeta's modern card issuing platform. Our open API platform allows businesses to instantly issue cards and process payments.
