Senior Director, Production Support

MarqetaFintech, Payments, SaaS

Remote - USAFull-TimeDirector

SalaryNational: $151,200 - $189,000

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Job Details

Experience: 12+ years of relevant experience and 8+ years leading a global production support function
Required Skills: SalesforceJira

12+ years of relevant experience in technical or customer support engineering.
8+ years of experience leading global production support or platform operations teams.
Deep understanding of the payments industry ecosystem (card networks, issuer processing, settlement, disputes, compliance).
Proven experience designing and operationalizing tiered or segmented support models.
Demonstrated ability to influence C-level and executive stakeholders.
Extensive experience with incident management, severity/SLA frameworks, and ticketing platforms like Salesforce or Jira.
Strong track record of partnering cross-functionally with Product, Engineering, and BizOps teams.
Data-driven mindset with expertise in utilizing support metrics to prioritize investments.
Excellent executive communication skills with the ability to translate technical complexity into clear narratives.
Strong leadership capabilities with high emotional intelligence and the ability to lead during high-pressure incidents.

Lead and evolve the global support engineering organization managing issuance and processing platforms.
Design and scale a tiered support operating model, including 24/7 follow-the-sun coverage.
Partner with Product and Engineering leadership to identify and resolve root causes of support issues.
Represent Production Support in major incidents and escalations across product and engineering teams.
Modernize support tooling, including ticketing and observability, to drive automation and AI-based decision making.
Create executive-level visibility into production health, ticket trends, and escalation risks.

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