Manager, Service Delivery & Partner Performance

Описание вакансии

As Marqeta’s  Manager of Service Delivery & Partner Performance you'll be at the forefront of transforming customer support into a competitive advantage. This role puts you in the driver's seat to revolutionize how we deliver exceptional cardholder experiences through data-driven insights, cutting-edge technology, and strategic partnerships.

You'll have the autonomy to identify opportunities, architect solutions, and implement change that measurably elevates our support operations and cardholder’s experience. Working with talented cross-functional teams and strategic BPO partners, you'll not only meet KPIs and SLAs—you'll 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. You'll 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.

We work Flexible First. This role can be performed remotely anywhere within Ontario or British Columbia, Canada. We’d love for you to join us!

This position is not for an existing vacancy.

The Impact You’ll Have

• Performance Fanatic: You don’t 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: 114,500 - 143,000

We also believe in recognizing the contributions of our people. That's 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