Senior Operations Manager - Customer Support

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). Today nearly 8 out of 10 Americans use a product powered by Marqeta every week. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

As Marqeta’s  Sr. Operations Manager- Customer Support, you will develop quality management strategies for our Customer Support Operations team. You will work closely with our Bank Partners, Customer, Compliance and Legal teams and Risk Operations to ensure the Contact Center adheres to compliance and regulatory policies. We are looking for someone who is strategic, passionate and driven to manage the day-to-day operations of our Cardholder Support service within our Contact Center.

We work Flexible First. This role can be performed remotely anywhere within the United States or from our Oakland office. We’d love for you to join us!

What You’ll Do

• Develop quality management strategies for Customer Support Operations team, including QA standards, scorecards, ongoing training and development, performance metrics, dashboards, and executive reporting
• Deliver and manage a Call Center QA and Risk Ops Audit program for internal and external teams
• Own the day to day operations of our partner BPO vendor including reporting and forecasting
• Oversee the production and delivery of monthly Bank Partners and Program partner reporting
• Collaborate with Learning and Development to produce efficient and customer friendly processes
• Ensure compliance and regulatory policies are being followed 
• Support internal and external audits pertaining to cardholder service
• Partner with the Director of Customer Support to handle day-to-day Contact Center operations
• Partner with our Quality Control team to ensure oversight of internal and external programs - at our BPO and within MQ teams

What We’re Looking For

• Typically requires a minimum of 10+ years of related experience with a Bachelor’s degree; or 8 years and a Master’s degree; or a PhD with 5 years experience; or equivalent experience
• Results driven onshore/offshore call center management experience including but not limited: 
• KPI monitoring and analysis
• Hiring and training
• Performance management
• Process enhancement
• End to end issue resolution
• Objective development for day-to-day operations
• Resource planning
• Shared service strategization 
• Positive attitude, team player, adaptable, resourceful, and self-starter who can lead a team independently.
• Deep understanding of payments, card issuing,  and processing
• Hands on experience working with Banks, processors, acquirers, networks and banking regulators
• Working knowledge of the fundamentals of risk policies for Cardholder Support, Chargebacks and Disputes, KYC/KYB and Fraud Monitoring.
• Strong communication skills across a variety of audiences such as customers, bank partners, networks, regulators, 3rd party vendors/partners and our Executive Leadership Team.
• Experience managing and working with remote and international teams.

Nice To Haves

• Written and verbal fluency in Spanish

Your Manager

• Jena Baker

Recruiter For This Role

• Katie Bamba

Typical Process

• Application submission
• Recruiter phone call
• Hiring manager video call
• Virtual “Onsite” consisting of 4-5, 45 min calls
• Offer!

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. Compensation is aligned according to three tiers within the United States:

• National: A baseline tier that applies to most of the geographic territory of the United States.
• Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA
• Premium Plus: A ti