Senior Director, Production Support

Marqeta; United States; Remote; USD 151,000 - 189,000; Full time

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.

Skills

Global production

Incident management

Executive communication

Cross-functional collaboration

Data-driven decisions

SLA & tooling roadmap

Payments/fintech domain

Salesforce/Jira familiarity

Tools

Salesforce

Jira

Job description

As Senior Director of Production Support, you will lead & evolve the global support engineering organization that keeps Marqeta's issuance and processing platform running for 250+ live programs. You will lead a team spanning tiered support operations, incident and severity management, cross-functional escalation, and support tooling — transforming production support from a reactive, pooled function into a proactive, differentiated capability for our most strategic partners. This role bridges operations, product, and engineering to ensure every customer, from top-tier growth partners to the long tail, gets the right level of support at the right time.

We work Flexible First. This role can be performed remotely only in one of our National locations, which you can review here.

The Impact You'll Have

• Own the strategic evolution of Marqeta's production support model, directly shaping the support experience for 250+ programs and nearly $400B of transaction volume that flows through them.

• Design and scale a tiered support operating model. ,Build the case for, and stand up, 24/7 follow-the-sun coverage, including evaluating and partnering with outsourced/BPO support models while balancing customer experience against resourcing reality.

• Build the case for, and stand up, 24/7 follow-the-sun coverage, including evaluating and partnering with outsourced/BPO support models.

• Define clear ownership boundaries between Production Support and adjacent functions (BizOps, Data Ops, Engineering, Compliance), redirecting non-core work to the right owners.

• Partner with Product & Engineering Director+ leadership to turn recurring support themes into roadmap input — identifying and fixing root causes

• Create executive-friendly visibility into production health, ticket trends, and escalation risk — turning operational noise into clear signal for decision-makers both internally at Marqeta and our customers..

• Develop and mentor a team of support leaders and engineers, building a culture of ownership, urgency, and continuous improvement.

• Represent Production Support in major incidents and escalations, acting as the connective tissue across every product and engineering team at Marqeta.

• Continuously modernize support tooling (ticketing, observability, access management) to reduce manual investigation time and repeat-access friction leveraging AI to drive automation and smart decision making.

Who You Are

• 12+ years of relevant experience and 8+ years leading a global production support function including technical/customer support engineering, or platform operations teams - ideally in payments, fintech, or SaaS.

• Experience presenting to and influencing C-level/executive stakeholders.

• Proven experience designing and operationalizing tiered or segmented support models for a large, diverse customer base.

• "Roll up your sleeves" mentality that is comfortable owning both the strategic (operating model, SLAs, tooling roadmap) and the tactical (incident response, escalation) sides of support leadership.

• Strong track record partnering with Product, Engineering, Account/Technical Success Management, and BizOps to resolve cross-functional bottlenecks.

• Deep familiarity with incident management, severity/SLA frameworks, ticketing platforms (e.g., Salesforce, Jira), and support tooling.

• Deep understanding of the payments industry ecosystem: card networks, issuer processing, ledger/settlement, disputes, and regulatory/compliance touchpoints.

• Data-driven approach to decision-making — comfortable using ticket volume, dwell time, and customer health metrics to prioritize investment.

• Excellent executive communication skills — able to translate operational complexity into clear narratives for senior leadership.

• High EQ, calm under pressure, and skilled at leading through ambiguity during live incidents.

Nice-To-Haves

• Experience building or scaling a BPO/outsourced support partnership.

• Experience supporting programs processing high transaction volumes at scale.

• Background building customer-facing support portals or self-service tooling.

• Familiarity with cloud environments (e.g., AWS) and access management practices.

• Six Sigma, ITIL, or other operational excellence / process improvement background.

Compensation and Benefits

Marqeta calibrates 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 tier for the most expensive working areas, like the San Francisco Bay area and New York City.

Visit this page or consult with a recruiter to determine which tier would be applicable to you.

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 full-time position is:

• National: $151,200 - $189,000

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 currently offers

• Multiple health insurance options

• Flexible time off – take what you need

• Retirement savings program with company contribution and after tax contributions

• Equity in a publicly-traded company and an Employee Stock Purchase Program

• Family-forming benefits, fertility support and generous parental leave base salary top-up

• Free therapy sessions, financial and professional coaching, and legal advice

• Monthly stipend to support our remote work model

• Annual “development dollars” to support our people growth and development

About Marqeta

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). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

Marqeta’s Values

Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.

Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.

Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.

Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.

Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.

Equal Employment Opportunity, Accommodations and Privacy

Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements.

Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request.

Marqeta cares about your privacy. Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.

To keep our interview process fair and consistent, we ask that all candidates join video interviews with their camera on.
Notice on Use of AI in Recruitment
We may use artificial intelligence (AI) tools in our recruitment processing consistent with the requirements of applicable laws. For more information, review our AI notice here.