Remote Senior Director, Global Production Support

Marqeta

United States

Remote

USD 151,000 - 189,000

Full time

9 days ago

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Benefits offered by this job

Health insurance

Flexible time off

Equity in company

Retirement savings plan

Parental leave

Therapy sessions

Remote work stipend

Development dollars

Job summary

Marqeta is seeking a Senior Director of Production Support to lead the global production support organization, spanning incident management, 24/7 coverage planning, and tooling modernization. You will partner with Product, Engineering, and BizOps to turn recurring issues into roadmap inputs and to deliver proactive, high-impact support for 250+ live programs.

This Flexible First role can be performed remotely from National locations in the U.S.

Qualifications

12+ years of relevant experience in production support or platform operations in payments/fintech/SaaS.
Experience presenting to C-level/executives and influencing decisions.
Design and operate tiered/segmented support models for large diverse customer bases.
Ability to own both strategic (operating model, tooling roadmap) and tactical (incident response, escalation) work.

Responsibilities

Own the strategic evolution of Marqeta's production support model for 250+ programs and trillions in volume.
Design and scale a 24/7 follow-the-sun support model, including potential outsourcing options.
Define ownership boundaries between Production Support and other functions (BizOps, Data Ops, Engineering).
Partner with Product & Engineering leadership to convert recurring issues into roadmap input.